Global Quality Client Relations Administrator

International Medical Group•Indianapolis, IN

1d•Hybrid

About The Position

The Global Quality Client Relations Administrator role is a customer-facing and coordination role, managing the intake and recording of internal and external customer concerns, escalations or complaints and provide necessary customer support and acting as a bridge between clients and internal teams. A key part of the role is to provide high quality administrative and client support within the Global Quality team so as to ensure a smooth, professional and consistent customer experience whilst maintaining accurate records and documentation. The role will work closely with the Team Leader to monitor all customer inquiries, complaints and assist the Quality Assurance Specialists in effective resolution within the appropriate timeline. The organization depends on this person’s ability to handle a high volume of work as well as managing multiple tasks simultaneously. The Client Relations Administrator is responsible for operating with short deadlines whilst assisting the QA Specialists in matters of high complexity and ambiguity. Taking appropriate steps, escalating any urgent or time sensitive complaints and maintaining proper documentation of all complaints so IMG can analyze and track the trends. This analysis will be shared with the executive teams to improve the customer journey.

Requirements

3-5 years’ experience in a similar role and or general administrative experience in an insurance regulated environment
Excellent communication skills, with the ability to effectively interact with customers, team members, and senior management
Attention to detail and good interpersonal and customer service skills with ability to follow complex instructions
Enthusiastic, self-motivated with a ‘can do’ attitude
A sound working knowledge of Microsoft Word, Outlook and Excel is a requirement.
The ability to work under pressure as part of a close-knit team and manage multiple priorities and deadlines
Excellent organizational skills, including the ability to prioritize workload and use own initiative.
Basic understanding of contracts, SLA’s or insurance regulated environments

Nice To Haves

Previous experience handling regulated correspondence e.g. financial services, insurance services
Knowledge or understanding of regulatory requirements related to complaints handling, such as GDPR or HIPAA
Exposure to claims, complaints or client servicing
FCA Conduct Rules awareness

Responsibilities

Act as first point of contact for routine client, insurer or broker enquiries received via email, telephone or client portals
Provide accurate, clear, and professional responses in line with approved processes and conduct standards
Ensure all client interactions are appropriately documented in relevant systems
Assist the Quality Team Leader with logging and tracking complaints, concerns or service feedback across all business regulated by FCA/ICB/DOI regulations.
Respond to routine queries relating to policy administration, claim status updates or service processes and documentation, promptly and professionally
Update central location for client contact details, contracts, service levels, and correspondence logs for Global Quality teams
File and manage client documentation (contracts, SLAs, consent forms) as required with supervision from Team Leader or Line manager
Ensuring timely hand-off to complaints handling teams
Ensure records comply with data protection and confidentiality requirements (e.g. GDPR)
Support audit, compliance, or regulatory information requests involving client data
Support root cause analysis by maintaining clear records and timelines
Support delivery of agreed service standards and SLAs
Monitor trends in client queries or recurring issues and escalate complex issues as necessary to senior colleagues
Contribute to client satisfaction initiatives (e.g. surveys, follow-ups)
Flag risks to client relationships or service quality to senior colleagues
Complete and register all Financial Ombudsman Service (or any other regulatory body) file requests and assist in preparation of said files for review readiness
Communicate with underwriters, customers, regulatory bodies internal teams regarding ongoing complaints and ensure all relevant parties are kept updated as required
To carry out any other tasks for which adequate training has been provided, at short notice, as agreed with line manager or other members of the management team.
Share feedback and recommendations with relevant managers on process and training