Senior Client Support Associate

KDC LLC•Dallas, TX

15h•Onsite

About The Position

This role requires an individual who embodies professionalism, leadership, and a commitment to team success. The Senior Client Support Associate will set the standard for excellence, making well-thought-out decisions that align with team and organizational goals. They will utilize critical thinking and problem-solving skills to navigate complex situations, foster collaboration and respect, and create opportunities for open communication. This position involves assisting with difficult situations, including challenging client interactions, and upholding a continuous training cycle to ensure ongoing development for all associates. A key aspect of this role is prioritizing the growth and development of team members through coaching, mentorship, and providing access to relevant resources and training programs.

Requirements

Maintain professionalism through appropriate physical appearance and a positive attitude.
Exhibit leadership qualities such as reliability, trustworthiness, accountability, motivation, and commitment to team success.
Lead by example in all aspects of work.
Make well-thought-out decisions that consider the needs and goals of the team, as well as the organization as a whole.
Utilize critical thinking and problem-solving skills to navigate complex situations effectively.
Foster a culture of collaboration and respect by actively engaging with the team, building rapport, and demonstrating genuine interest in their well-being and success.
Create opportunities for open communication and feedback to strengthen relationships and trust within the team.
Demonstrate the ability to assist with difficult situations, including handling challenging client interactions with professionalism and empathy.
Uphold a continuous training cycle to ensure all associates receive ongoing development opportunities.
Prioritize the growth and development of team members through coaching, mentorship, and access to relevant resources and training programs.
Operates a computer and other office machinery such as a copy machine/printer.
Ability to communicate information and ideas so others will understand.
Ability to exchange accurate information.
Ability to observe details at close range.

Responsibilities

Assist in new hire training and delegation using the Client Support Case Checklist rubric and tracker.
Conduct and document one-on-one upkeep training sessions for associates based on their tenure.
Assist in updating training manuals.
Assist in creating and maintaining Standard Operating Procedures.
Provide support and oversight for case referrals.
Assist in overseeing the process of handling case rejections.
Support in overseeing the management of lost cases, including root cause analysis and corrective measures.
Assist in conducting department meetings.
Perform call and case auditing.
Be cross-trained and able to complete roles in CC, DC, Claims, and Reception.
Provide mentorship to team members.