Client Support Specialist

SILAC Insurance Company•Salt Lake City, UT

3d•Onsite

About The Position

As a Client Support Specialist, you will provide support to our sales agents via telephone, and email in a friendly, professional, and knowledgeable manner. This role requires patience, empathy, and listening skills to handle all requests and concerns. Occasionally, there will be complaints or complex problems, which allows development in conflict resolution and team collaboration. The Processing new agent contracting, ensuring agents comply with regulatory requirements specific to each State's regulation, along with research and resolutions of situations that vary in nature.

Requirements

Clerical and customer service
Ability to work specific hours to meet standards for phone coverage
Detail-oriented with the ability to complete tasks correctly
Ability to plan, prioritize and meet deadlines
Ability to research, document, track and summarize information and data
Ability to think creatively to solve problems and make decisions promptly
Ability to communicate professionally and clearly verbally and in writing.
Skill in explaining how insurance work in simple, understandable manner
Ability to employ professional demeanor, courtesy, and excellent listening skills
Experience using computers and PC applications such as MS Word, MS Excel, Outlook, and Jira
High school diploma or GED, clerical or customer service or sale experience; or any combination of education, professional training, or work experience that demonstrates ability to do the job

Nice To Haves

Knowledge of life, health and annuity products and operational functioning
Experience as a support specialist in an insurance agency
Basic accounting experience

Responsibilities

Contract New Sales Agents: Process and ensure accurate set up for sales agent and managing agent(s).
Ensuring agents appointments comply with State regulatory requirements, for any state the agent wishes to solicit an application.
Provide tracking of the status of each contract to give agency staff the data needed to answer agent inquiries.
Initiate credit and other background checks using software such as Debit-Check and Business Information Group, and follow-through to completion.
Communicate results of adverse credit to agents when necessary.
Appointment: Agents are required to have an appointment in required states, in order to represent SILAC. Collecting appointments fee may be required.
Commission Schedules: Ensure commissions are accurate for the agent and for each managing agent. Process requests for commission change.
Agent Support: Satisfy agent inquiries received by phone, e-mail, or other means. Inquiries relate to topics such as: agent website, contracting, new business submission, policy issue delays, commission calculation, and product information.
Inbound and Outbound Calls: Interpret the need, and provide personalized, accurate information involving areas such as: agent contract status and requirements, commission inquiries.
Initiate outbound calls to report resolution of problems, results of research on issues.
Communication: Communicate professionally, both verbally and in writing, with sales agents and company staff to ensure information is accurate and complete.
Communicate clearly and frequently to keep them informed about contracting and annuity training requirements.
Continually enhance ability to effectively explain changes and remedy misunderstandings.
Initiate clear and frequent communication with managers and employees in other departments.