Client Service Representative I SSL

Matrix Absence Management-posted 2 months ago
$20 - $25/Yr
Full-time • Entry Level
Hybrid • New, KY
501-1,000 employees
Administrative and Support Services
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This role serves as the main contact for the client/policyholder and agent/broker for ongoing service and is their resource for plan structure, renewal questions, policy issues, and other administrative aspects of their plan. This role has entry level knowledgeable about SSLICNY procedures and NYS WCB regulations.

  • Limited knowledge of NYS WCB regulations as they affect our business and client issues, and client needs; Works with manager to increase knowledge in NYS WCB regulations thus 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.
  • Must maintain thorough knowledge of all service activities associated with assigned clients.
  • Must present 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.
  • New business application coding and processing into our 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 our customers.
  • Maintaining adherence to all department standards (policies, procedures, schedules, and assignments).
  • Manage 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.
  • Must maintain a high level of confidentiality and abide by NYS Data Encryption rules and regulations.
  • Electronic filing of supporting documents for policy changes.
  • Helps to maintain 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.
  • 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.
  • Works with 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.
  • High School Diploma required.
  • Related experience preferred.
  • 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.
  • Required to pass the NY Life, Accident and Health Insurance Agent/Broker Exam Series within the first 3 months of employment.
  • 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.
  • Multiple options for dental and vision coverage.
  • Company provided Life & Disability Insurance.
  • 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.
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