Client Services Analyst

Job Title:

Client Services Analyst

Job Description

The Client Services Analyst provides technology and billing support to customers and agency partners in a high-volume inbound call center environment. This role focuses on helping customers with premium and billing questions, assisting agents with system access and navigation, and troubleshooting website applications and software programs. You serve as a key point of contact for technology-related inquiries, online access setup, and product support, while also contributing to testing and improving internal systems and processes.

Responsibilities

+ Serve as the primary point of contact for customers and agents on technology support items via telephone, email, and other communication channels.

+ Handle inbound calls in a call center environment, managing approximately 50-75 calls per day and following up via email and other channels as needed.

+ Assist customers with billing support, including questions related to premiums and account activity.

+ Support agents with technology issues such as system access, password resets, and navigation of online applications and rating tools.

+ Gather detailed information from callers to accurately diagnose issues, provide answers, and resolve problems efficiently.

+ Provide tier 2 and tier 3 support for technology and product-related questions, ensuring issues are handled or escalated appropriately from tier 1 switchboard.

+ Help customers and agency partners access and navigate website applications, software programs, and online account setups.

+ Report errors found in software products used by agency partners and insureds, documenting issues clearly for technology teams.

+ Participate in testing of new computer applications, updates to existing applications, and software enhancements to ensure usability and reliability.

+ Collaborate with software development staff to help ensure technology products are straightforward and easy to use.

+ Answer underwriting-related questions for commercial lines automobile and property new and renewal policies within the agency distribution segment, as appropriate.

+ Assist agents in navigating online rater question flows and assessing submission status, providing clear guidance and support.

+ Identify underwriting support issues and either resolve them directly or transfer them to the appropriate individuals or teams.

+ Assist management with agency support projects aimed at improving communications, data entry, and process flow.

+ Support management and department trainers in developing content for onboarding new client services specialists.

+ Train other team members on updated and new processes and procedures, sharing best practices and knowledge.

+ Organize and analyze data related to customer interactions, system performance, and support activities to identify trends and opportunities for improvement.

+ Maintain confidentiality of customer, agency, and company information at all times.

+ Meet established call time metrics and performance standards while providing high-quality, accurate service.

+ Demonstrate integrity, intelligence, and initiative in daily work, contributing to a culture of stability, growth, and long-term success.

Essential Skills

+ 0-2 years of experience in a related field; new graduates with internship experience or work during college are encouraged to apply.

+ At least one year of work experience in any professional setting is preferred.

+ Associate's degree, or an Associate's degree combined with 2 or more years of related field experience.

+ Basic proficiency with Microsoft Excel, including data entry and spreadsheet usage.

+

Experience with customer service in a call center or high-volume support environment, including handling inbound calls and follow-up communication.

+ Ability to pass standard skills testing, including a basic math test and a proofreading assessment with strong scores.

+ Personal computer proficiency, including comfort with spreadsheet software, database manipulation tools, and other office applications.

+ Ability to work with statistical software and programming concepts at a foundational level, or willingness to learn.

+ Knowledge or ability to learn commercial automobile and property insurance rating, policy coverages, and endorsements.

+ Understanding or willingness to learn insurance coverages, rating, and insurance products.

+ Familiarity with principles of finance, business, statistics, and insurance, or relevant coursework in these areas.

+ Ability to quickly learn new systems, processes, and applications.

+ Strong oral and written communication skills to interact effectively with customers, agents, and internal teams.

+ Proofreading proficiency and attention to detail to ensure accuracy in documentation and communication.

+ Analytical thinking skills to troubleshoot issues, interpret data, and solve problems effectively.

+ Ability to work with detail and maintain a high level of accuracy in all tasks.

+ Capacity to work independently while managing multiple…