Client Service Representative I - SSL

Key Responsibilities

• Serves as the primary point of contact for policyholders, insurance brokers, and general agents.
• Provides accurate policy administration, timely service, guidance on coverage, and responds professionally to client inquiries in a timely manner.
• Works with manager to increase knowledge in NYS WCB regulations thus building and maintaining positive ongoing client relationships.
• Provides continual education to clients on Standard Security processes, policies, and procedures, including web-site services and navigation.
• Responds to customer inquiries regarding coverage questions, billing issues, status updates, and other aspects of the benefit plans with oversight from manager and Sr. team members when needed.
• Works closely with resolution specialists in billing, and other internal departments to facilitate smooth operational functions.
• Maintains thorough knowledge of all service activities associated with assigned clients and presents complete understanding of all issues to client, with support of manager and Sr. team members, to ensure a seamless client experience.
• Addresses inbound/outgoing calls providing customer service to policyholders, employees, and brokers with oversight from manager.
• Maintains adherence to all department standards (policies, procedures, schedules, and assignments).
• Manages assigned agency book(s) of business and relationship with said entity and their clients.
• Responsible and accountable for maintaining and protecting confidential employer and producer information.
• Maintains a high level of confidentiality and abides by NYS Data Encryption rules and regulations.
• Helps to maintain account management database (PolicyNet) for assigned clients.
• Supports Client and Broker reporting requests (PolicyNet, Access, SSL Website).
• Facilitates website new user access and troubleshoots user issues.
• Performs other duties and responsibilities, as assigned.
• Special projects as needed.

Administrative

• Utilizes best practices and follows standard operating procedures.
• Identifies internal process, policy, procedure, or technology issues that may be adversely impacting client satisfaction.
• Works with Regional Service Manager to identify and implement solutions.
• Contributes to and participates in departmental and organization-wide projects and committees designed to enhance service, improve efficiency, and improve knowledge.
• May be responsible for New Producer set-up, ensuring accurate information in internal systems.