Client Service Specialist

Towne Family of Companies•Glen Allen, VA

13h•Hybrid

About The Position

The Client Service Specialist is responsible for serving the Towne Benefits sales team and their clients by ensuring that the sales and renewal processes are moving efficiently, creating new business and renewal proposals, and providing excellent service via telephone, email, and in-person interactions to answer questions and resolve issues. Towne Insurance is a nationally recognized top insurance and risk management firm specializing in customized insurance solutions for all segments of business clients, families, and individuals. At Towne Insurance, we take pride in serving others, enriching lives, and providing our members exquisite service. Our employees are our most valuable asset, and we take time to invest in their health, happiness, and education. We hire motivated, self-directed professionals who desire to give back to their communities. About the Role Prepare Excel spreadsheets and assemble additional administrative and compliance requirements for presentation to clients for new and renewing business. Submit applications, client changes, and new product enrollment forms to the carriers on behalf of clients and follow up to ensure process completion. Assist clients with claims, billing, and other daily inquiries. Order and prepare renewal information packets for employee benefit meetings. Maintain accurate client benefit information in CRM and record all client interactions. Continually strive to improve CRM and automate processes through the development of workflows. Assist brokers and other client service specialists as needed. Answer and route inbound calls; respond to client inquiries or refer them to the appropriate broker or client service specialist. Maintain up-to-date Microsoft software knowledge (including Outlook, CRM, Excel, Word, Access, and PowerPoint), other industry-specific software, and fax, copier, scanner, and printers. Maintain a courteous and professional relationship with clients, carriers, and team members. Create PowerPoint presentations for open enrollment and client meetings. Other duties as assigned.

Requirements

Current life and health license or willingness to earn one within six months of hire is required.
Strong computer skills, including Microsoft CRM, Word, Excel, Outlook, PowerPoint, Publisher, and Access.
Excellent written and verbal communication skills.
Strong attention to detail.
Strong interpersonal skills and ability to develop and foster relationships with clients, insurance carriers, and team members.
Strong multi-tasking and prioritization skills and ability to work in a fast-paced environment while taking accountability for work.

Nice To Haves

Extensive knowledge of carrier products and services.
Experienced in EPIC system.
Strong problem-solving skills and ability to concisely investigate, interpret, and resolve client and carrier questions, disputes, or complications with minimal supervision.

Responsibilities

Prepare Excel spreadsheets and assemble additional administrative and compliance requirements for presentation to clients for new and renewing business.
Submit applications, client changes, and new product enrollment forms to the carriers on behalf of clients and follow up to ensure process completion.
Assist clients with claims, billing, and other daily inquiries.
Order and prepare renewal information packets for employee benefit meetings.
Maintain accurate client benefit information in CRM and record all client interactions.
Continually strive to improve CRM and automate processes through the development of workflows.
Assist brokers and other client service specialists as needed.
Answer and route inbound calls; respond to client inquiries or refer them to the appropriate broker or client service specialist.
Maintain up-to-date Microsoft software knowledge (including Outlook, CRM, Excel, Word, Access, and PowerPoint), other industry-specific software, and fax, copier, scanner, and printers.
Maintain a courteous and professional relationship with clients, carriers, and team members.
Create PowerPoint presentations for open enrollment and client meetings.
Other duties as assigned.