Client Experience Group Manager

Risk Strategies•Grapevine, TX

16d

About The Position

The primary responsibilities of this position are to lead the assigned Client Experience group for an assigned block of schools on processes, and solutions to ensure the efficiency, effectiveness, and reliability of products and services. Collaborates with school administrators and students on proposed solutions to best meet the needs of clients, as well as partner expectations. Ensures all function regarding waivers, eligibility, enrollment, and customer care are completed within the assigned group. (This includes responsibility for processing new data or changes into the various systems, answering waivers, eligibility and enrollment questions or verifying status, and reconciliation of discrepancies.) Your Impact Ensure all incoming assigned services and tasks are completed in a timely manner. Mentor and train group on various service-level tasks and activities, as needed. Lead internal group and the universities for adding students, deleting students, making any status changes, etc. Lead an internal group and the students regarding waivers, eligibility and enrollment questions, changes, support e-mails, refunds, etc. Group service ticket queue monitoring, tracking, and completing (tickets within queue). Emergency adds of students. Process Renewal Letters. Enter and Reconcile payments received from the universities. Answer carriers and TPA’s questions, such as dates and coverage periods. Reconcile Invoices and Discrepancy reports. Assist accountants with monthly payments to carriers and schools. Reach out directly to schools on any mismatched daily deposits received due to enrollment add/delete changes prior to handing off to accounting team for deposit and process of payment.

Requirements

5+ years of experience in customer service, with 2+ years in a management role.
Strong leadership and team management skills.
Excellent communication and problem-solving abilities.
Proficiency in customer service software and reporting tools.
Ability to drive process improvements and foster a customer-focused culture.
Advanced MS Excel training
PC proficiency to include Microsoft Word, Excel, PowerPoint, and Outlook

Nice To Haves

Bachelor’s Degree preferred.
Previous customer service and data entry experience preferred.

Responsibilities

Lead the assigned Client Experience group for an assigned block of schools on processes, and solutions to ensure the efficiency, effectiveness, and reliability of products and services.
Collaborates with school administrators and students on proposed solutions to best meet the needs of clients, as well as partner expectations.
Ensures all function regarding waivers, eligibility, enrollment, and customer care are completed within the assigned group.
Ensure all incoming assigned services and tasks are completed in a timely manner.
Mentor and train group on various service-level tasks and activities, as needed.
Lead internal group and the universities for adding students, deleting students, making any status changes, etc.
Lead an internal group and the students regarding waivers, eligibility and enrollment questions, changes, support e-mails, refunds, etc.
Group service ticket queue monitoring, tracking, and completing (tickets within queue).
Emergency adds of students.
Process Renewal Letters.
Enter and Reconcile payments received from the universities.
Answer carriers and TPA’s questions, such as dates and coverage periods.
Reconcile Invoices and Discrepancy reports.
Assist accountants with monthly payments to carriers and schools.
Reach out directly to schools on any mismatched daily deposits received due to enrollment add/delete changes prior to handing off to accounting team for deposit and process of payment.