Client Experience Coordinator

AmeriLife•Las Vegas, CA

1d•Onsite

About The Position

The Client Experience Coordinator serves as the primary liaison between the client and the company throughout the new business and underwriting process. This role is responsible for providing quality updates to the client, answering client questions, and ensuring a clear understanding of each step. The coordinator independently manages cases, resolves vendor issues that may arise, and will collaborate with the client to gather outstanding requirements efficiently to avoid delays. A strong knowledge of the life insurance process, excellent communication skills – both written and verbal -, and a commitment to superior customer service are essential. The Client Experience Coordinator requires professionalism, a service-oriented mindset, and the ability to work collaboratively with internal teams to support the overall success of the account.

Requirements

Knowledge of the life insurance process (permanent and term products), including key impairments
Working knowledge of desktop applications such as Outlook, Word, and Excel.
Knowledge of Smart Office and Salesforce.com a plus.
Critical thinking skills with the ability to identify and troubleshoot problems, and comfort with cases involving a high degree of complexity.
Excellent verbal and written communication skills; clear and effective
Excellent interpersonal and relationship building skills to interact with internal and external clients.
Discretion while managing confidential matters (e.g., medical records)
Ability to work independently in a fast-paced, multi-faceted environment while focusing on critical deliverables.
Knowledge of HIPAA rules and regulations.
Comfortable in a team environment and supportive of corporate change

Nice To Haves

Knowledge of Smart Office and Salesforce.com a plus.

Responsibilities

Proactively follow up and provide communication to support client/advisor satisfaction and understanding; ensure the client understands each step in the process while providing superior service support direct to the client.
Manage daily workload with emphasis on time management and quality standards.
Review and assess requirements, as needed.
Serve as a single point of contact with customers.
Receive and resolve complex and/or sensitive customer service inquiries, complaints and problems with quality, accuracy, and in a timely manner.
Proactively resolve any issues and inquiries.
Manage the necessary components for the new business process directly impacting the client.
Identifying cases that need special handling.
Accept ownership and suggest innovative solutions to meet branch/client needs while undertaking new and different requests.
Explore opportunities to add value.
Use expertise in life insurance process, customer service, terminology, technology to support and enhance daily operations.
Provide continuous scheduled telephone coverage as business needs dictate.
Partners with Senior Case Manager to deliver a holistic experience to the branch.
Perform other duties as assigned.