Client Relations Specialist

The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

The Client Relations Specialist (Spec II, CX Operations) will provide support for all functions within the Client Relations department with a primary focus on new dealer agreements and submissions, and support roles for the Client Relations Managers. Candidates work with the entire Protective staff to ensure the success of Protective’s clients with professionalism and enthusiasm and being the "GO TO PERSON" for all concerns, issues, and direction for everything pertaining to sales while maintaining the company’s philosophies and principles.

Schedule:

Monday
- Friday, 8:00am- 5:00pm PST

This position offers a hybrid work schedule. Mondays, Thursdays, and Fridays may be worked from home, while Tuesdays and Wednesdays are onsite at Protective’s Lake Forest, CA office.

• To be the Protective product knowledge expert in ALL environments that pertain to the role and responsibilities.
• Assist in the response to incoming calls from agencies, providing problem resolution by acting as a liaison between the Account Executive, CRM, and the client.
• Pre-fill all Protective and Vendor agreements.
• Place launch and regular supply orders in a timely manner.
• Responsible for inputting agreements in Docu Sign and ensuring they are executed.
• Create and complete dealer checklists for new setups and changes.
• Maintain a process for tracking all agreements that are submitted, which includes, but is not limited to: outlining all missing document and information; continued follow up on missing information on a consistent schedule; maintain consistent and accurate records and tracker on the server.
• Make appropriate dealer updates and changes in the system and obtains proper documentation and disseminates to all departments.
• Work with agents and providers on retrieval and submission of required licensing paperwork.
• Handle correspondence with insurer, such as requesting monthly Contractual Liability Policy by requesting state-specific insurance and documents and requesting dealership cancellations for state-specific policies in place.
• Works as a back-up to the Client Relations Dispatcher.
• Takes initiative to formally document relevant processes and updates on a regular basis.
• Responding in accordance with Key Performance Indicators (KPIs).
• Regularly communicates in a professional friendly manner and proactively and consistently follows up with a sense of urgency on open items.
• Provides assistance to all team members when needed.
• Takes ownership of changes and is personally responsible for managing change in an upbeat positive manner.
• Other Job Duties as assigned.

• Self-motivator -- Initiative-taker.
• Solution minded.
• Excellent communication skills, both verbal and written.
• Driven by integrity.
• Willingness to embrace change.

• High School diploma or equivalent.
• 2 years' experience in an automotive sales or administration related environment.
• Preferred experience with a CRM Tool or Sales Force.
• Experience in call center environment utilizing a phone system.
• Preferred experiencing working with licensing requirements.
• Ability to review and verify binding agreements for accuracy.
• Proficient in Microsoft Office products such as Docu Sign, Outlook, Word, Excel, and PowerPoint.
• Ability to learn and utilize proprietary software and navigate databases.
• Willingness to work beyond normal scheduled hours, as necessary.
• Excellent customer service skills.
• A strong sense of urgency and a desire to succeed.
• Strong analytical and problem solving skills.
• Well-developed organizational skills and the ability to successfully manage multiple issues and demands.
• Extreme attention to detail and quality of service to the clients.
• Ability to keep up with high demands with a positive attitude.
• Ability to think independently and provide useful and constructive feedback.

• Ability to…