Client Service Associate

NFP Corp•New York, NY

7d•$42,945 - $68,670

About The Position

The Client Service Associate supports the Relationship Manager by scheduling and coordinating activities that facilitate new policy and client service processes. The role provides superior client service by identifying client needs, acting on or delegating requests, following through to completion, and keeping all parties informed. The position handles pre-sale and new business administration, insurance underwriting and applications, medical exam scheduling, policy preparation and delivery, licensing coordination, policy changes, and coordination with the New Business, Advanced Sales, and Private Wealth Management teams. It also processes insurance policy service requests, coordinates claims and collateral assignments, communicates with carriers and vendors, and proactively monitors overdue premiums and policies at risk of lapsing. Business operations duties include greeting clients, handling calls and mail, maintaining supplies and files, managing the Relationship Manager’s calendar, coordinating meetings and visitors, and keeping client and policy data accurate in MOSAIC. The associate may also support training, create feeder lists, and participate in marketing campaigns.

Requirements

High school diploma required.
One to three years of customer service experience.
Knowledge of office equipment, including copiers, scanners, and printers, and electronic calendaring programs such as Microsoft Outlook.
Familiarity with business principles and practices.
Familiarity with client database management systems.
Knowledge of customer service fields.
Excellent verbal and written communication skills, including email, written memos, telephone, and voicemail.
Ability to interact with clients diplomatically and professionally.
Strong attention to detail and ability to prioritize multiple tasks in a fast-paced sales environment.
Ability to work independently and collaborate with teams.
Proficiency in Microsoft Outlook, Excel, Word, and PowerPoint.
Organizational, planning, and critical-thinking skills.
Ability to multitask.
Demonstrates initiative, teamwork, service orientation, quality focus, planning and organization, confidence, dependability, conscientiousness, personal ownership, and commitment to internal and external clients.

Nice To Haves

College degree preferred.

Responsibilities

Prepare client and prospect materials for sales meetings, including illustrations, policy and product summaries, reports, presentations, and marketing packets.
Perform insurance underwriting duties, including preparing and completing multi-life and individual disability, life, and long-term care applications.
Schedule medical insurance exams and order Attending Physician Statements according to underwriting guidelines.
Follow up with clients and the Relationship Manager during underwriting, record notes in MOSAIC, and communicate status as needed.
Partner with the New Business Team to manage new business cases and maintain status, notes, and tasks in MOSAIC.
Participate in Relationship Manager and New Business case management calls.
Review insurance policies and prepare them for delivery; follow up on delivery requirements as needed.
Ensure the Relationship Manager has appropriate licenses and appointments and coordinate license acquisition and renewal with internal contacts.
Work with Advanced Sales to obtain or generate illustrations and one-pagers.
Process policy changes, including reinstatements, smoker rating changes, policy rider additions or removals, and face amount reductions.
Partner with the Private Wealth Management Team on individual asset management applications, service requests, and performance summaries.
Coordinate tasks and responsibilities for joint work.
Process insurance policy service requests, including address, beneficiary or ownership, premium mode, and dividend option changes.
Identify client needs, act on or delegate requests, follow through to completion, and keep all parties informed.
Coordinate collateral assignments, death or disability claims, and fund allocation changes with the Relationship Manager’s assistance.
Interact with insurance carriers and vendors to ensure accurate and timely completion of client service requests.
Proactively notify clients of overdue premiums and coverage at risk of lapsing, track attempts and progress, and inform the Relationship Manager about problematic cases.
Follow through on varied requests and resolve client or service-related matters.
Create client correspondence in accordance with the Lenox Style Guide.
Greet clients, field phone calls, review incoming mail, manage office supplies, order client gifts, and maintain client files.
Manage the Relationship Manager’s calendar, schedule and confirm meetings, register visitors with security, and book conference rooms.
Maintain accurate MOSAIC records and client files, including fact-find information, notes, case and task management, and client and policy information.
Participate in training and development sessions as directed by departments and the Regional Manager.
Create feeder lists as requested.
Support Lenox marketing campaigns with the Relationship Manager, including MOSAIC list updates and updating client email addresses.