Client Care Consultant

About the role

This role involves applying extensive expertise in application submission, onboarding, and servicing for complex insurance products, including ESINS, BOLI/COLI, UL, and Term Conversion cases. Serves as a subject matter expert, designing and implementing processes to enhance client and operational experiences while ensuring compliance with regulations and policies.

Responsibilities

• Provides coaching, training, and mentorship to staff, developing programs to meet evolving business needs and evaluating training effectiveness.
• Handles complex client inquiries, transactions, and escalations, collaborating across departments to identify optimal solutions and build strong client relationships.
• Exercises independent judgment to resolve issues, lead remediation efforts, and act as a primary resource for challenging service situations.
• Analyzes business data to identify trends, perform audits, and ensure regulatory compliance.
• Contributes to process improvements, product launches, and system enhancements through leadership and project involvement.

Qualifications

• Bachelor’s degree or equivalent.
• At least 7 years of experience in customer service handling complex products.
• Expert knowledge of specialized insurance products and markets.
• Strong technical skills.
• Proven analytical and decision‑making abilities.
• Excellent communication skills.
• Self‑motivation.
• Experience in leading process improvements and negotiations.

Skills

• Escalation management
• Compliance
• Root cause analysis
• Adaptive communication
• Insurance product knowledge
• Analytical thinking
• Customer service mindset

Benefits

• Competitive salary range with a focus on fairness and transparency.
• Opportunities for professional growth.
• Supportive environment that values diversity and inclusion.