Client Services Strategist

Title:

Client Services Strategist Job Type: Non-Exempt, Full Time

Reports To:

Client Services Manager

Job Description:

The Client Services Strategist is responsible for the strategic enablement, implementation, optimization, and ongoing support of agency service platforms and client-facing solutions. This role partners closely with internal teams and clients to improve adoption, enhance the overall client experience, and ensure service platforms align with business objectives, compliance requirements, and best practices. The Client Services Strategist also supports continuous improvement efforts by contributing to training, documentation, process development, and evaluation of new proactive service offerings.

• Create, manage, and provide ongoing support for assigned agency platforms or tools, including but not limited to the Risk Management Center portal, the Client Access Portal (CSR
  24), Bernie Portal, Employee Navigator, Mineral, Wrangle, Mod Advisor, Mployer, Benefit Hub platforms for clients and internal staff.
• Configure and recommend platform features, tracks, and workflows based on information provided by the Property & Casualty and Benefits departments.
• Monitor, track, and analyze client adoption and utilization of service platforms and products.
• Evaluate and assist in the implementation of new proactive service platforms and tools.

• Meet with clients through in-person, virtual meetings, phone calls, and email to ensure satisfaction, respond to inquiries, and identify additional service opportunities.
• Assist with research and recommendations for services and solutions that address client pain points.
• Assist in preparation of proposal materials and proactive service timelines for clients and prospects.

• Develop and deliver training for clients and internal team members on service platforms and products.
• Create and maintain training materials, department newsletters, playbooks, forms, and intranet content.
• Prepare communications and support materials for internal and external meetings and training.

• Maintain accurate documentation of conversations, emails, and service activities within the department’s project and workflow management system.
• Assist in preparation and delivery of open enrollment materials including employee benefit booklets, selection forms, and rate grids.
• Support creation, maintenance, and scheduling of compliance-related services such as ERISA Wrap Documents, 5500s, ACA Reporting, Experience Mod Analyses, MLR Rebate Calculations, and other assigned services.
• Assist the Client Services Manager with development and streamlining of policies, procedures, and workflows.
• Provide assistance to senior and assistant client services staff as needed.
• Participate in department and agency meetings and maintain department materials and supplies.

• Excellent verbal and written communication skills with the ability to translate complex information into client-friendly formats.
• Strong interpersonal and customer service skills; bilingual abilities are a plus.
• Ability to manage competing priorities, meet deadlines, and work effectively in a fast-paced, client-focused environment.
• Analytical mindset with the ability to assess service utilization and identify improvement opportunities.
• Confident self-starter who works well independently and collaboratively.
• Proficiency in Microsoft Office Suite or related software
• Ability to facilitate platform adoption and change management for internal and external stakeholders.

High school diploma or equivalent required.

• Experience providing full-scope training, from analyzing needs to planning, development and implementation preferred.
• Previous Property & Casualty and/or Life & Health Insurance experience preferred.
• Property and Casualty and or Life & Health Agents Licenses preferred.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Work is normally performed in a typical interior/office work environment. The employee frequently is required to remain in a stationary position, often standing or sitting for prolonged periods.
• While performing the duties of this job, the employee is regularly required to communicate, listen and observe. Specifically, the employee must be able to communicate clearly on the telephone with others.
• This position frequently communicates with clients who have inquiries about their services. Must be able to exchange accurate information in these situations.
• Constantly operates a computer and other office productivity machinery, such as calculator, copy machine, and computer printer. This includes repeating motions that involve the wrists, hands and/or fingers.
• Position may require the employee to ascend and/or descend ladders, stairs, ramps, and the…