Client Consultant

Responsibilities

• Serve as the primary point of contact for clients and brokers, overseeing all service-related matters for assigned accounts.
• Key responsibilities include cash processing, policy administration, and managing past due accounts.
• Ensure accurate and timely billing, resolve escalated issues, and maintain strong working relationships with both brokers and clients.
• Develop and implement service strategies tailored to the billing and policy administration needs of IDI customers and distribution partners.
• Identify service trends, recommend recovery actions for at risk customers, and ensure a superior end to end billing experience.
• Handle sensitive service matters with the goal of turning challenges into opportunities for increased customer loyalty, retention, and long term growth.

• College degree preferred, or equivalent experience required.
• 3+ years of experience in Customer Services, Employee Benefits or HR administration preferred.
• Ability to provide strong service with a track record of driving customer resolution.
• Technical aptitude – ability to utilize and leverage technology and systems.
• Ability to research and analyze problems and develop and implement creative, customer-focused solutions.
• Introductory knowledge of the insurance business, the company's operating structure, product offerings, external drivers and corresponding workflow processes preferred.
• Effective relationship building and consultative skills.
• Strong written & verbal communication, cross-functional collaboration, negotiation, and persuasion skills.
• Knowledge of continuous improvement methodologies.
• Solid organizational, planning, and time management skills – able to support multiple priorities.
• Versatility/adaptability with ability to embrace change.
• Strong Excel skills preferred
• Solid mathematical aptitude, analytical skills, and attention to detail