Client Care Specialist

About the role

This position requires an experienced professional to provide advanced technical and operational support for application submission and onboarding processes related to ESINS, BOLI/COLI, UL, and Term Conversion cases.

Responsibilities

• Developing and enhancing policies and processes
• Identifying service gaps
• Implementing solutions to improve client and internal experiences
• Designing, delivering, and evaluating training programs
• Ensuring compliance with regulations
• Fostering continuous improvement
• Resolving complex client inquiries
• Managing escalations
• Building strong client relationships to ensure positive outcomes
• Analyzing business data
• Supporting system projects
• Assisting with hiring and compliance audits

Qualifications

• Bachelor’s degree or equivalent experience
• At least 7 years of progressive customer service experience with complex products
• Expertise in specialized products and markets, technical servicing skills, and process improvement experience

Skills

• Strong decision-making, analytical, and communication skills
• Strong problem-solving, negotiation, and interpersonal abilities
• Customer service mindset
• Proficiency in adaptive communication, analytical thinking, compliance, root cause analysis, and insurance products

Key Attributes

• Ability to independently resolve complex issues and lead process improvements
• Effective communication tailored to diverse audiences
• Self‑motivated with a focus on continuous learning and professional growth
• Experience managing escalations, analyzing data, and ensuring regulatory compliance