Service Specialist-Chicago,IL

Service Specialist

Location:

Chicago, IL Duration: 6 Months CTH Job Schedule-8:00am-5:00pm CST 4 days in office/1 remote

This role requires the Client Relationship Specialist to partner with Business Development Managers (BDMs), Account Executives (AEs), and Implementation Managers (IMs) to manage strong, mutually beneficial small business client relationships, in order to ensure successful sales, enrollment, and post-sales support of voluntary products. The Client Relationship Specialist will serve as the account representative for two or more distribution channels. This position will be responsible for timely and successful resolution of client needs and improving the overall client experience.

The Client Relationship Specialist is expected to prioritize service functions, executing tasks and responsibilities while building and maintaining positive relationships with brokers, enrollers, employer groups, and supporting home office functions. Direct ownership of a block of business as it relates to in force policy management. This position requires strong relationship management, communication, judgment, organizational skills, and problem resolution to meet the diverse needs of our brokers and employer groups.

Manager would prefer a candidate with good group worksite insurance experience. Serve as the liaison between external client and broker partners and internal home office colleagues. Will be accepting external/internal customer and agent calls. Provide on-going support to clients to ensure all questions on any element of a case are handled timely and professionally. This includes working knowledge of policy information, claims, premium, billing options, etc.

Communicate and collaborate with internal departments including claims, premium, underwriting, enrollment services, and sales to provide timely and effective resolution to any service challenges, contract changes, policy updates, or errors; effectively communicate findings to the appropriate parties; take initiative and follow-through as the liaison with other internal departments as necessary. Serve as the face any re-service, contract amendments, and/or re-enrollments.

Oversee the receipt and processing of information through processing of the first bill post any re-service. Proactively manage expectations of clients, brokers, and BDMs/AEs to address issues as they arise while concisely and effectively communicating status, issues and timelines. Develop and maintain positive relationships and rapport with internal and external clients. Provide any re-service reports to necessary areas to continue servicing the account.

Handle salesforce items to resolution for in force customers. Partner with necessary areas on account reviews and audits to highlight broker or client concerns with the account overall and assist with development of action plans to address issues, risks, and opportunities. Build trust-based working relationships with broker/client counterparts and home office staff. Assist BDMs/AEs in identifying methods to grow the account and increase broker or client satisfaction.

Perform other duties as assigned.

Salesforce is a platform that this role uses. The manager is willing to train on this task. Excel-Data Entry and if they have additional experience with Excel (Vlook-up, Pivot, Formula, etc.) that is a plus. Word-Will be expected to use Word Templates that will be provided and populated by worker. Experience with working on Insurance Platforms. Experience working with enrollment companies and enrollment platforms (example: Seleix, Employee Navigator, etc.).

Excellent verbal and written communication, interpersonal and customer service skills.

4-year college degree or equivalency strongly preferred; equivalent work experience may substitute. Experience with voluntary benefit lifecycle. 3 years of group benefits insurance industry experience preferred.