Client Services Senior Associate

Position Responsibilities

• Leadership: Oversee team of 3-4 team members by monitoring individual workloads and goals. Provide guidance, training, and constructive feedback to team members to drive productivity. Act as the liaison between the team and management. Foster a collaborative and motivated team culture. Review work of teammates; identify errors and recommend enhancements that will contribute to an improved customer experience.
• Portfolio Management: Assist clients and advisors with questions about insurance portfolios. Anticipate additional questions and information required for others to make informed decisions. Prepare and explain relevant analysis. Obtain policy values, forms, and information from insurance carriers. Use insurance company software to run (or request from insurance companies) in-force policy illustrations. Identify results that don’t make sense or are inconsistent with previous illustrations. Proactively prepare or obtain additional illustrations as needed. Prepare premium invoices and policy summaries. Prepare split-dollar reporting. Prepare paperwork for and process death claims, surrenders and withdrawals, policy changes, such as title and allocation changes; follow up where needed to manage multi-step transactions through to completion and confirm accurate processing. Update and maintain client information; document all client transactions.
• Reporting and Analytics: Use Excel to prepare complex insurance portfolio reviews that include multiple product types and funding scenarios with IRR calculations. Use Excel to prepare customized reporting for multi-life portfolios. Create new Excel templates for scenarios not adequately covered by existing formats.
• Compliance: Understand and adhere to compliance procedures when working with variable life insurance.
• Communication: Proactively communicate with internal Client Relationship Managers. Coordinate with the Financial Analysts when advanced analytics are needed.

Ideal Candidate Will Possess the Following

• 3-5 years of client service experience in the insurance industry preferred.
• 2-4 years in a leadership or senior role.
• Bachelor’s degree.
• Industry Licenses (a plus) – Series 6, 63, Life, Accident & Health.
• Proficiency in Microsoft Outlook, Word, and Excel.
• Understanding of life insurance products (term, whole life, UL, IUL, GUL, VUL).
• Experience with life insurance customer service.
• Demonstrated leadership qualities and experience.
• Problem solver; confidence to handle issues independently and judgment to escalate when needed.
• Ability to prioritize, stay organized, and manage multiple tasks and deadlines in a fast-paced environment.
• Ability to pick-up and understand new software and technology relatively quickly.
• Understanding of basic financial math concepts like gross and net rates of return, gain/loss.
• Experience with estate planning (a plus).
• Strong interpersonal communications skills (both written and oral).
• Willingness to accept constructive feedback.
• Strong work ethic and commitment to the highest standards of excellence.
• Strong sense of accountability and ownership of his or her work.