Senior Client Experience Specialist

Board of Pensions of the ELCA • Minneapolis, MN

26d • $67,500 - $72,000

About The Position

The Senior Client Experience Specialist partners with employers building and maintaining relationships by handling client concerns and questions as well as escalated issues. The Senior Client Experience Specialist holds a deep knowledge of each employer to ensure client needs and expectations are met. This individual is proactively engaged with employers to ensure products and services are functioning as intended and are adding expected value. The senior is a key resource to other members of the Client Experience team, providing leadership, guidance, training, and support in all facets of the service provided by the Client Experience team. This individual utilizes project management techniques to lead enrollment and implementation efforts and support projects within Business Administration. Individuals in this role also provide Helpline and back-up support for the Customer Care Center. This position must understand and comply with all of Portico’s Governance, Risk, and Compliance standards (e.g. internal controls, regulatory compliance, and policy compliance).

Requirements

• Understanding of the organization’s business processes, products, customers, and partners
• Ability to manage multiple projects with attention to detail and maintain organization among numerous initiatives while maintaining a high level of service
• Strong interpersonal savvy and demonstrated ability to collaborate with cross-functional teams and build strong relationships both internally and externally
• Deep understanding of Portico’s business processes, products, customers, and partners
• Demonstrated high competency in problem solving and analysis
• Acts independently with minimal direction
• Maintain positive attitude and flexibility during times of stress and change
• Approaches people and work tasks with enthusiasm and a teamwork mindset
• Exceptional customer service and presentation skills
• Must be able to travel for vendor and client site visits, trade show, convention, and assemblies
• Bachelor’s degree
• 5+ years’ experience in a sales or customer service role
• Being primary point of contact for customer and/or liaison between customer and internal teams
• Presenting information and training to external customers
• Participation on cross-functional teams
• Managing high-level escalations and issue resolution
• Background in supporting project management

Nice To Haves

• Experience in benefits administration and billing preferred

Responsibilities

• Utilizes advocacy-based communication, education, and outreach to build rapport and maintain strong relationships with Client Experience employer contacts, leading to high employer satisfaction, long-term loyalty, and retention
• Serves as the primary or secondary point of contact for and maintains relationships with Client Experience employers through email and phone communication, leading client meetings, facilitating and supporting client and employee presentations and in-person meetings
• Manages expectations between Portico and employer
• Anticipates and understands employers’ key business needs and communicates needs and other feedback to Portico leadership
• Researches employer concerns and questions providing responses in a timely manner
• Helps clients recognize Portico as a strong benefits partner
• Understand the needs and requirements of all Client Experience employers
• Manages the highest-level and most complex escalation cases through resolution, including completion of thorough assessment of issues and potential solutions for leadership presentation, takes needed action to implement decisions, and manages necessary follow up
• Supports Portico leaders and the Business Development team as they prepare for employer plan reviews
• Has a deep understanding of the Client Experience Specialist and Associate Client Experience Specialist roles and is able to lead/support their tasks
• Assists with new business implementations and training to ensure employer experience is seamless and consistent as accounts transition from the implementation team to the Client Experience team
• Leads Client Experience team efforts during implementation of new business under direction of Manager
• Assists with preparation of benefit and enrollment information to be presented to employers onsite or virtually
• Travels with implementation and annual renewal teams for onsite visits and enrollment fairs, presents benefit information, and meets with employees to assist with enrollment and answer benefit questions, as needed
• Collaborates on cross-functional teams related to Client Experience work including defining portal user needs and experience Provides leadership to Client Experience team members
• Leads Client Experience team projects working cross-functionally when necessary
• Leads efforts to track and identify trends and monitors all Client Experience trackers providing reporting and updates to Manager and teammates on a regular basis
• Utilizes tools such as excel and Smartsheet to track and organize deliverables
• Trains team members on processes/products as needed to ensure uniform processes are followed by all
• Leads process improvement efforts as related to Client Experience
• Creates SharePoint articles, creates and updates documentation, and assists with training on Client Experience employers
• Provides Customer Care Advocacy team support to include inbound and outbound phone calls
• Demonstrate consistent presence on required in-office days
• Other projects and duties as assigned

Benefits

• Portico offers a comprehensive benefits package which includes premiums paid for health care coverage, 10% employer retirement contribution, and competitive time off and wellness benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level