Client Relations Specialist - TeleCompCare

About the role

The Client Relations Specialists (CRS) ensure customer satisfaction for our larger multi-location accounts that have multiple loss control and claims contacts. The role is for the TCC department. The CRS act as a liaison between AF Group, the agent and the account, and work with the agent as a vital partner to be more responsive to customer needs.

Responsibilities

• Maintain ownership of assigned accounts with communication, problem-solving and Riskview support and reports.
• Act as the main contact / Riskview support person for large multi-location accounts and agents.
• Maintain contact with assigned accounts to ensure strong client relationships that result in soaring levels of satisfaction, loyalty, retention, and adoption of AF Group services.
• Coordinate and conduct training on use of internal AF Group website and AF Group Risk Management Information System (RMIS) via Webinar, Lync, or other software, and in person where needed.
• Coordinate and facilitate mid-term meetings and create documents; help ensure internal alignment.
• Coordinate claim review meetings and create documents.
• Responsible for driving customer satisfaction and retention through strong, proactive issue resolution, anticipation of future customer needs and open communication channels with customers and AF Group service teams.
• Consistently communicate with account service teams and agents when needed.
• Contacts customers at predetermined and agreed upon frequency to conduct a 'pulse check' on the customers to assess their current level of satisfaction, to learn about their business, and to uncover any potential opportunities for either improving current tools/services or identify opportunities.
• Responsible for training and oversight of large client needs and use of AF Group RMIS via Lync, Webex, or other such software, and in person where needed.
• Acts as back up to Client Relations team for receiving and handling incoming calls, handling priority matters, and referring to management as necessary.
• Provides support related to RMIS application which includes account and licensing reconciliation.
• Provides RMIS support, training, and report development for both internal and external customers.
• Composes, types, and edits correspondence in response to incoming mail, calls and other situations as necessary.
• Develops and maintains filing systems, informational databases and repository and generates reports as requested.

Senior Client Relations Specialist Responsibilities

• Facilitates claim review meetings and mid-term meetings.
• May visit customers at predetermined and agreed upon frequency to conduct a 'pulse check' on customers.
• Assists Corporate Marketing in identifying the need for marketing materials to be used for key clients and distribution partners.
• Participates in prospecting new business and supports agency expansion.
• Handles and leads more complex meetings, presentations, and training with clients.
• Aid in establishing a strategic account plan and expectations with the client.
• Assist with managing the overall customer lifecycle by acting as a key contact for accounts, ensuring strong client relationships that result in soaring levels of satisfaction, loyalty, retention and adoption of AF Group services.

Qualifications

• Relevant combination of education and experience may be considered in lieu of degree.
• Bachelor’s degree in business administration, Marketing, Management, Insurance, or related field required.
• Five (5) years of business (with responsibility for, or interaction with, the business’ insurers), insurance or related filed experience, or equivalent combination of education and experience required.
• Five (5) years of customer service experience or equivalent required.
• Prior experience in an insurance office setting preferred.
• Continuous learning, as defined by the Company’s learning philosophy, is required.
• Previous knowledge of and experience with insurance agencies, the insurance industry or the organization, company and departmental policy and procedures preferred.
• Certification or progress toward certification is highly preferred and encouraged.