Client Service Representative - SSL

Job Responsibilities and Requirements

KEY RESPONSIBILITIES

• * other duties as assigned*

This role serves as the primary point of contact for policyholders, insurance brokers, and general agents. They provide accurate policy administration, timely service, guidance on coverage, and respond professionally to client inquiries in a timely manner.

Account Management Limited knowledge of NYS WCB regulations as they affect our business and client issues, and client needs;
Works with manager to increase knowledge in NYS WCB regulations thus building and maintaining positive ongoing client relationships. Provides continual education to clients on Standard Security processes, policies, and procedures, including web-site services and navigation.

Responds to customer inquiries regarding coverage questions, billing issues, status updates, and other aspects of the benefit plans with oversight from manager and Sr. team members when needed. Works closely with resolution specialists in billing, and other internal departments to facilitate smooth operational functions.

Must maintain thorough knowledge of all service activities associated with assigned clients. Must present complete understanding of all issues to client, with support of manager and Sr. team members, to ensure a seamless client experience.

Addresses inbound/outgoing calls providing customer service to policyholders, employees, and brokers with oversight from manager. The manager may also participate in the calls to support training/ensure a positive customer experience.

New business application coding and processing into our database (Policy Net). Communicates information in terms callers will understand.

Follows up on customer inquiries when needed. Resolves a wide variety of questions and inquiries for our customers. Manger will provide support when needed.

Maintaining adherence to all department standards (policies, procedures, schedules, and assignments) Manage assigned agency book(s) of business and relationship with said entity and their clients. Responsible and accountable for maintaining and protecting confidential employer and producer information. Must maintain a high level of confidentiality and abide by NYS Data Encryption rules and regulations Electronic filing of supporting documents for policy changes Helps to maintains account management database (Policy Net) for assigned clients.

Supports Client and Broker reporting requests (Policy Net, Access, SSL Website). Facilitates website new user access and troubleshoots user issues. Performs other duties and responsibilities, as assigned. Special projects as needed.

Administrative Utilizes best practices and follows standard operating procedures. Also, identifies internal process, policy, procedure, or technology issues that may be adversely impacting client satisfaction. Works with Regional Service Manager to identify and implement solutions. Contributes to and participates in departmental and organization-wide projects and committees designed to enhance service, improve efficiency, and improve knowledge. May be responsible for New Producer set-up, ensuring accurate information in internal systems.

• High School Diploma required
• Related experience preferred
• NYS Life, Accident and Health (LAH) License preferred.
• Candidates must possess or must obtain an NYS LAH Insurance License within 3 months of employment.
• Must maintain a valid NYS LAH license(s) and continuing education requirements throughout employment.
• Demonstrated exceptional customer service acumen, strong consulting/negotiation/leadership skills
• Product/maintenance knowledge (including plan designs, funding, banking, etc.) with a high degree of operational effectiveness preferred.
• Strong communication skills, written and verbal
• Ability to build and maintain collaborative working relationships at all levels
• Planning and organization skills, multi-tasking
• Proven analytical skills
• Ability to prioritize incoming customer queries and maintain the RSL responsiveness commitment
• Ability to adapt to change
• PC skills using MS Office (Word, Excel, Outlook)
• Knowledge of group insurance, products, contracts, and services preferred
• Understanding of state regulations applying to group plans preferred
• Knowledge of underwriting principles and practices preferred
• Ability to Travel:
  Up to 10%

When used in the description below, the following terms are defined as: "Occasional": done only from time to time, but necessary when it is performed "Frequent": regularly performed; generally an act that is required on a daily basis "Continuous": typically performed for the majority of an employee’s shift Sitting for prolonged periods of time, frequently standing, walking distances up to one mile, bending, crouching, kneeling, reaching, occasionally lifting 25lbs, extensive typing, picking up and holding small objecting and otherwise using primarily the fingers rather than the entire hand.

Employee is required to have…