Small Market Client Service Representative
About The Position
Assume overall responsibility for managing undedicated client accounts ranging from 2 to 99 lives. This role serves as the main contact for the client for ongoing service and is the customer’s resource for consultative advice on contracts, plan structure, financial and renewal questions, escalation of claim issues, and other administrative aspects of their plan. Account Management: Understand client business, issues, and needs through required proactive phone contact; Works with peers to build and maintain positive ongoing client relationships. Provides continual education to client on Reliance processes, policies, and procedures, including web-site services and navigation. Working as a team, responds to customer inquiries regarding coverage questions, billing issues, underwriting status updates, and other aspects of the benefit plans. Works closely with resolution specialists in billing, underwriting, claims, and other internal departments to facilitate smooth operational functions. Must maintain thorough knowledge of all service activities associated with assigned clients. Must present complete understanding of all issues to client to ensure a seamless client experience. Administrative: Utilizes best practices and follows standard operating procedures. Also, identifies internal process, policy, procedure, or technology issues that may be adversely impacting client satisfaction. Works with Regional Service Manager to identify and implement solutions. Contributes to and participates in departmental and organization-wide projects and committees designed to enhance service, improve efficiency, and improve knowledge. May be responsible for New Producer set-up, ensuring accurate information in internal systems.
Requirements
- Associate degree (AS/AA).
- State Insurance License preferred.
- Related experience preferred but will consider self-starter with good skills.
- Demonstrated exceptional customer service acumen.
- Strong consulting/negotiation/leadership skills.
- Deep product/maintenance knowledge (including plan designs, funding, banking, etc.) with a high degree of operational effectiveness.
- Ability to balance the needs of the client with that of the business.
- Strong communication skills.
- Ability to build and maintain collaborative working relationships at all levels.
- Planning and organization skills.
- Multi-tasking abilities.
- Proven analytical skills.
- Ability to prioritize incoming customer queries and maintain responsiveness commitment.
- Ability to adapt to change.
- Ability to work independently.
- Computer proficiency in Excel and Word.
- Ability to represent Reliance in a professional manner.
- Knowledge of group insurance, products, contracts, and services.
- Understanding of state regulations applying to group plans.
- Knowledge of underwriting principles and practices.
Nice To Haves
- Bachelors degree preferred.
- Ability to Travel: Up to 10%
Responsibilities
- Manage undedicated client accounts ranging from 2 to 99 lives.
- Serve as the main contact for ongoing client service.
- Provide consultative advice on contracts, plan structure, financial and renewal questions.
- Escalate claim issues and handle other administrative aspects of client plans.
- Understand client business, issues, and needs through proactive phone contact.
- Build and maintain positive ongoing client relationships.
- Educate clients on Reliance processes, policies, and procedures, including website services.
- Respond to customer inquiries regarding coverage, billing, underwriting status, and benefit plans.
- Collaborate with resolution specialists in billing, underwriting, claims, and other internal departments.
- Maintain thorough knowledge of all service activities associated with assigned clients.
- Present a complete understanding of all issues to the client.
- Utilize best practices and follow standard operating procedures.
- Identify internal process, policy, procedure, or technology issues impacting client satisfaction.
- Work with the Regional Service Manager to identify and implement solutions.
- Contribute to and participate in departmental and organization-wide projects and committees.
- May be responsible for New Producer set-up, ensuring accurate information in internal systems.
Benefits
- An annual performance bonus for all team members.
- Generous 401(k) company match that is immediately vested.
- A choice of three medical plans (that include prescription drug coverage).
- For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account.
- Multiple options for dental and vision coverage.
- Company provided Life & Disability Insurance.
- Family friendly benefits including Paid Parental Leave & Adoption Assistance.
- Hybrid work arrangements for eligible roles.
- Tuition Reimbursement and Continuing Professional Education.
- Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays.
- Volunteer days, community partnerships, and Employee Assistance Program.
- Ability to connect with colleagues around the country through our Employee Resource Group program.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
