Client Service Associate

About the role

The Client Service Associate is key to providing excellent customer service and meeting our policyholders’ and agents’ needs.

Responsibilities

• Provide prompt, accurate, and friendly customer service.
• Resolve routine, complex, and unique questions/issues from insurance clients and agents.
• Respond to client complaints with empathy, providing appropriate solutions, and appropriately escalating customer dissatisfaction.
• Follow communication procedures, guidelines, and policies.
• Ensure facilitation of first encounter resolution and client satisfaction on all transactions handled.
• Actively participate in team onboarding and ongoing training and education activities.
• Share training and education knowledge and expertise with team members.
• Demonstrate accuracy in processing changes to client policies based on the information provided and identify opportunities to educate clients and agents on Coverys and/or opportunities to utilize self-service (if applicable).
• Maintain working knowledge of insurance policies and related processes and procedures.
• Understand and respond to requests regarding marketing materials and other company related documentation and resources.
• Ability to respond to and clarify/explain information and follow-up.
• Remain current and knowledgeable on new marketing campaigns in order to respond appropriately to marketing related inquiries using all available resource tools.
• Foster strong collaborative relationships both internally and externally to maintain a high level of client servicing.
• Utilize systems and technology to complete account management tasks, including documentation of all client interactions into the appropriate databases.
• Troubleshoot client technical issues (e.g. password reset).

Requirements

• High school or equivalent (Required).
• College degree preferred, but not required.
• Prior experience/success in customer service, call center or insurance preferred.
• Excellent communication skills: verbal, written, and listening.
• Self-motivated, reliable, energetic, well-spoken and goal-oriented mindset.
• Strong aptitude for learning.
• Strong organizational and time management skills.
• Ability to multi-task.
• Ability to work in a fast-paced environment.
• Excellent problem-solving skills and attention to detail.
• Ability to effectively and efficiently navigate through multiple programs/systems/screens while on a client call.
• Flexibility – willing and able to work outside of regular business hours, should the need arise.
• Basic knowledge of Microsoft Office (Excel, PowerPoint, Word, Outlook).
• People-oriented relationship-building skills (empathy, responsive, patient, conscientious).
• Excellent interpersonal skills and the ability to build relationships with your clients, team, and colleagues throughout the organization.
• Strong team orientation and client-focus.

Qualifications

• Education: High school or equivalent (Required).

Skills

• Customer service skills.
• Problem-solving skills.
• Time management skills.
• Technical troubleshooting skills.
• Microsoft Office proficiency.

Benefits

Individual compensation packages are based on a variety of factors that are unique to each candidate including geographic location, skill set, experience, qualifications and education.

Pay

The base salary range for this role is $45,420 - $65,550.

Schedule

Individuals may be required to work outside of regular business hours, should the need arise.