Client Experience Associate

Description

The Client Experience Associate supports the Director of Client Experience in optimizing service delivery across the firm. This role focuses on documenting and testing workflows, overseeing vendor execution, producing training materials Applied Epic and subsequent enhancements, and assisting with cross‑functional projects to drive consistency, quality, and efficiency.

• Workflow documentation and testing
  • Map, document, and maintain end-to-end client service workflows and SOPs.
  • Conduct user acceptance testing for optimized workflows; identify gaps, defects, and root causes.
  • Track remediation actions and verify fixes; ensure version control and change logs are up to date.
• Client Experience
  • Track Stewardship process for top 100 clients; provide progress reports on utilization.
  • Collaborate with Director of Client Experience on client feedback process.
  • Gather, monitor and provide analysis on client experience surveys.
  • Identify emerging industry trends in client experience for the firm to consider implementing.
• Assist with Vendor oversight
  • Monitor adherence to documented processes and SLAs; perform periodic audits and spot checks.
  • Log and escalation deviations; coordinate rapid corrective action and preventative controls.
  • Partner with Re Source Pro  on continuous improvement initiatives and reporting.
• Training and change enablement
  • Partner with Training team to create clear, role‑based training materials, job aids, and quick reference guides for the Applied Epic migration and ongoing updates.
  • Support training sessions, learning paths, and gather feedback to refine materials.
  • Support knowledge management and content governance.
• Project support
  • Assist with planning, timelines, and task tracking for client experience initiatives.
  • Facilitate cross‑functional communication among Operations, Client Service, IT, Training and Compliance.

• 2-3 years of experience in insurance operations or client service within a brokerage/agency or carrier environment.
• Hands‑on knowledge of Applied Epic and client service workflows.
• Experience with process mapping and documentation.
• Vendor management exposure, ideally with managed service providers like Re Source Pro .
• Strong written communication and technical writing skills for SOPs and training content.
• Proficient with Microsoft 360 products.
• Continuous improvement mindset.
• Relevant insurance designations a plus.

• Detail‑oriented with strong analytical and problem‑solving skills.
• Organized, able to manage multiple priorities and deadlines.
• Clear communicator who can translate technical/process details into practical guidance.
• Collaborative, with a service‑first orientation and accountability for results.

• for benefits
• Hybrid work schedule
• Bonus eligibility

$60,000 - $75,000