Customer Account Specialist

About the role

The role focuses on building and maintaining relationships with Specialty Markets clients, delivering full‑service customer support, analyzing client needs, and providing solutions, training, technical assistance, and sales‑related activities.

Responsibilities

• Perform trend analysis of issues and market conditions that may lead to changes in product, policy, or processes.
• Visit client sites to maintain contact, service, public relations, training, and retention; visits may generate additional sales.
• Partner with the sales department by providing information and recommendations on client needs.
• Provide equipment, hardware, and software installation.
• Deliver customer training and product demonstrations, including determining needs, customizing presentations, conducting training, and verifying understanding; usually performed on‑site.
• Serve as a liaison to offshore customer service operations, training entry‑level clerks and second‑tier resources, and contributing to policies and procedures.
• Make recommendations to management and influence staff on process improvements, product enhancements, and software; keep management informed of market conditions; may test alpha software and advise on viability from a customer perspective.
• Provide technical support: analyze customer systems, troubleshoot problems, recommend solutions, coordinate fixes, and resolve issues.
• Participate in sales functions: recommend and close sales enhancements/add‑ons, handle customer sign‑ups/set‑ups, qualify customers, provide pricing plans, coordinate contracts, work with sales to close deals, and participate in trade shows.

Requirements

• Bachelor’s degree or equivalent combination of education and experience.
• 3‑5 years of directly relevant work experience; mortgage or insurance industry preferred.
• Proficient in Microsoft applications (Word, Outlook, Excel, Access, PowerPoint, Internet Explorer) and able to learn custom applications (Siebel, SWAN, PTS, A/R).
• Excellent verbal and written communication skills.

Benefits

• Medical, dental, and vision coverage.
• 401(k) plan.
• Paid time off (PTO) and paid sick leave.
• Employee stock purchase plan.

Pay

$50,800 – $67,725 annually (base pay range; actual pay based on knowledge, skills, experience, business needs, and geographic location).