Title Client Service Representative

Posting Description Who We Are

NFP, an Aon Company is a globally recognized leader in finance and insurance, providing top-tier solutions to clients worldwide. We foster a positive and welcoming environment where every team member can succeed. Our dedication to excellence has earned awards such as the Best Places to Work from Business Insurance and the 5-Star Equity and Inclusion award from Insurance Business magazine. We focus on helping clients tackle complex challenges with precise delivery and a people-centered approach.

External:

• Proficiency with carrier’s various web-based systems to ensure seamless operations.
• Broad understanding of the organization and its specific departments to facilitate collaboration.
• Detailed knowledge of Customer Service procedures to deliver exceptional service.
• Provide timely feedback to the client and/or the client’s employees regarding service issues or customer concerns/questions.
• Collaborate with Account Managers to meet and surpass customer service expectations through seamless delivery.
• Receive and enter group enrollment changes, adds, or terminations with precision.
• Initiate file maintenance for corrections to client files and/or client employee data.
• Manage upset customers professionally, making sure their issues are resolved.
• Additional responsibilities may be assigned to fulfill business requirements.

• Provide comprehensive administrative support to ensure smooth internal operations.
• Keep internal databases updated with careful attention to detail.
• General clerical assistance to support various office functions.
• Perform executive secretarial services under limited direction.
• Responsible for reception and telephone duties, including signing for front office packages.
• Additional responsibilities may be assigned to address business requirements.

To carry out the job effectively, an individual should exhibit the following skills to fulfill the essential functions of this role:

• Analytical—the individual synthesizes varied information to make informed decisions.
• Problem solving—the individual recognizes and addresses problems promptly and collects and evaluates information effectively.
• Oral communication—the individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills, and conducts productive meetings.
• Quality management—the individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness.
• Judgment—the individual displays willingness to make decisions, exhibits sound and accurate judgment, and makes timely decisions.
• Planning/organizing—the individual prioritizes and plans work activities, uses time efficiently, and develops realistic action plans.
• Excellent telephone and face-to-face customer skills.
• Ability to convey information clearly and effectively, both verbally and in writing.
• Excellent organizational skills.
• Strong focus on accuracy.
• Ability to work within Microsoft Office (including Outlook) and related programs.
• Research skills.
• Time Management: the ability to organize and manage multiple priorities.

• High School Diploma or GED required.
• Two to three years of experience in a customer service environment required (benefits/insurance experience preferred).
• Strong customer orientation.
• High performance teams and a strong great teammate.
• Commitment to things we value.
• Proficiency with Microsoft Office and Outlook.
• Must have knowledge of secretarial and office administrative procedures. Must also know how to operate standard office equipment. This knowledge is generally gained through 1+ years of related experience.
• Must have a high level of interpersonal skills to handle sensitive and confidential situations.…