Client Service Representative I - SSL

Reliance Matrix•New York, NY

4d•$23 - $29•Hybrid

About The Position

This role serves as the primary point of contact for policyholders, insurance brokers, and general agents. They provide accurate policy administration, timely service, guidance on coverage, and respond professionally to client inquiries in a timely manner. This position involves managing assigned agency book(s) of business and relationships, maintaining confidentiality of employer and producer information, and adhering to NYS Data Encryption rules and regulations. The role also includes electronic filing of supporting documents, maintaining the account management database, supporting client and broker reporting requests, and facilitating website new user access and troubleshooting. Additionally, the Client Service Representative I will identify internal process, policy, procedure, or technology issues that may adversely impact client satisfaction and work with the Regional Service Manager to implement solutions. They will also contribute to departmental and organization-wide projects designed to enhance service, improve efficiency, and improve knowledge. May be responsible for New Producer set-up, ensuring accurate information in internal systems.

Requirements

High School Diploma required
Related experience preferred
NYS Life, Accident and Health (LAH) License preferred. Candidates must possess or must obtain an NYS LAH Insurance License within 3 months of employment.
Must maintain a valid NYS LAH license(s) and continuing education requirements throughout employment.
Demonstrated exceptional customer service acumen, strong consulting/negotiation/leadership skills
Product/maintenance knowledge (including plan designs, funding, banking, etc.) with a high degree of operational effectiveness preferred.
Strong communication skills, written and verbal
Ability to build and maintain collaborative working relationships at all levels
Planning and organization skills, multi-tasking
Proven analytical skills
Ability to prioritize incoming customer queries and maintain the RSL responsiveness commitment
Ability to adapt to change
PC skills using MS Office (Word, Excel, and Outlook)
Knowledge of group insurance, products, contracts, and services preferred
Understanding of state regulations applying to group plans preferred
Knowledge of underwriting principles and practices preferred
Ability to Travel: Up to 10%

Nice To Haves

Limited knowledge of NYS WCB regulations as they affect our business and client issues, and client needs
Product/maintenance knowledge (including plan designs, funding, banking, etc.) with a high degree of operational effectiveness
NYS Life, Accident and Health (LAH) License
Knowledge of group insurance, products, contracts, and services
Understanding of state regulations applying to group plans
Knowledge of underwriting principles and practices

Responsibilities

Serves as the primary point of contact for policyholders, insurance brokers, and general agents.
Provides accurate policy administration, timely service, and guidance on coverage.
Responds professionally to client inquiries in a timely manner.
Works with manager to increase knowledge in NYS WCB regulations, building and maintaining positive ongoing client relationships.
Provides continual education to clients on Standard Security processes, policies, and procedures, including web-site services and navigation.
Responds to customer inquiries regarding coverage questions, billing issues, status updates, and other aspects of the benefit plans with oversight from manager and Sr. team members when needed.
Works closely with resolution specialists in billing, and other internal departments to facilitate smooth operational functions.
Maintains thorough knowledge of all service activities associated with assigned clients.
Presents complete understanding of all issues to client, with support of manager and Sr. team members, to ensure a seamless client experience.
Addresses inbound/outgoing calls providing customer service to policyholders, employees, and brokers with oversight from manager.
Performs new business application coding and processing into the database (PolicyNet).
Communicates information in terms callers will understand.
Follows up on customer inquiries when needed.
Resolves a wide variety of questions and inquiries for customers, with manager support when needed.
Maintains adherence to all department standards (policies, procedures, schedules, and assignments).
Manages assigned agency book(s) of business and relationship with said entity and their clients.
Responsible and accountable for maintaining and protecting confidential employer and producer information.
Maintains a high level of confidentiality and abides by NYS Data Encryption rules and regulations.
Performs electronic filing of supporting documents for policy changes.
Helps to maintain the account management database (PolicyNet) for assigned clients.
Supports Client and Broker reporting requests (PolicyNet, Access, SSL Website).
Facilitates website new user access and troubleshoots user issues.
Performs other duties and responsibilities, as assigned.
Undertakes special projects as needed.
Utilizes best practices and follows standard operating procedures.
Identifies internal process, policy, procedure, or technology issues that may be adversely impacting client satisfaction and works with the Regional Service Manager to identify and implement solutions.
Contributes to and participates in departmental and organization-wide projects and committees designed to enhance service, improve efficiency, and improve knowledge.
May be responsible for New Producer set-up, ensuring accurate information in internal systems.

Benefits

An annual performance bonus for all team members
Generous 401(k) company match that is immediately vested
A choice of three medical plans (that include prescription drug coverage) to suit your unique needs.
For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
Multiple options for dental and vision coverage
Company provided Life & Disability Insurance to ensure financial protection when you need it most
Family friendly benefits including Paid Parental Leave & Adoption Assistance
Hybrid work arrangements for eligible roles
Tuition Reimbursement and Continuing Professional Education
Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays.
Volunteer days, community partnerships, and Employee Assistance Program
Ability to connect with colleagues around the country through our Employee Resource Group program