Client Relations Specialist - TeleCompCare
$56,700–$94,900 year
RemoteUnited States
Job Summary
Conduct proactive outreach and maintain ownership of large multi-location accounts to drive satisfaction, retention, and adoption of AF Group services. Act as the primary liaison between agents and the account, resolving issues and anticipating future customer needs through open communication channels. Provide Riskview and RMIS support, including training agents and employees via WebEx, Lync, or in-person sessions, and assist with complex reports and account reconciliation. Coordinate claim review meetings, facilitate mid-term meetings, and develop informational databases and reports as requested. Perform pulse checks to assess client satisfaction and uncover opportunities for service improvement, while managing the overall customer lifecycle and acting as a backup for the Client Relations team.
Required Qualifications
- Bachelor's degree in business administration, Marketing, Management, Insurance, or related field
- Three (3) years of business (with responsibility for or interaction with the business' insurers), insurance or related filed experience, or equivalent combination of education and experience
- Three (3) years customer service experience or equivalent
- Continuous learning, as defined by the Company's learning philosophy
- Excellent oral and written communication skills, including report writing skills
- Excellent customer service skills
- Knowledge of Professional Communications including phone skills, punctuation, spelling and grammar
- Excellent analytical skills to identify improvement needs and develop solutions
- Sound critical thinking and judgement skills
- Proficient in MS office (Word, Excel, Outlook)
- Excellent organizational skills
- Confident and persuasive with strong oral/written communication, interpersonal and customer service skills
- Project management, organization, attention to detail and multi-tasking skills
- Ability to complete work within specified timeframes
- Ability to work effectively independently and with very little direction
- Individual must demonstrate integrity, good judgment, and be adaptable to changing circumstances
- Ability to maintain confidentiality of highly sensitive company information
- Ability to manage client relationships, especially sensitive issues and effectively problem solve
- Ability to interact with all levels of staff and management, and effectively exchange information clearly and concisely, articulate, and present ideas, report facts and other information, and respond to questions as appropriate
- Ability to effectively manage and facilitate multi-functional employee teams that are not direct reports
- Ability to identify client needs by using effective listening and probing techniques
- Knowledge of multi-department insurance processes and programs
- Knowledgeable regarding changes in workers' compensation statutes, case law and rehabilitation efforts/advancements to accurately interpret and apply relevant laws
- Knowledge of insurance software systems
- Advanced MS office (Word, Excel, Outlook) skills
- Ability to cultivate, develop and maintain mutually beneficial relationships with clients and working partners
- Ability to apply principles of independent logical, analytical thinking to define problems, collect data, establish facts, and draw valid conclusions
- Ability to continuously consider and evaluate ways to improve systems and processes as it relates to client support and retention
- Ability to research and understand client's business needs, identify trends, and understand their impact
Desired Qualifications
- Prior experience in an insurance office setting
- Previous knowledge of and experience with insurance agencies, the insurance industry or the organization, company and departmental policy and procedures
- Certification or progress toward certification
- Prior experience in an insurance office setting
- Knowledge of AF Group systems
- Advanced MS office (Word, Excel, Outlook) skills
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