Client Service Coordinator (Health)

Client Service Coordinator - Life & Health

Updated: February 2024

Department:Life and Health

Reports To: Health Insurance Team Leader

Position Mission Statement

To fulfill KFG's mission of educating, advising and serving with character and integrity by providing timely, considerate and professional service insurance clients. To build trust with insurance clients and team members and add referable value in KFG's relationship with insurance clients.

Responsibilities and Tasks

• Offer administrative support the Health insurance advisors.
• Offer client service support to the Health department.
• Health Advisor Scheduling
• Manage Health Processes
• Manage Commissions
• Returns calls and emails the same business day when received by 3pm, by 11am next business day for calls and emails received after 3pm.
• Maintain the client on-boarding communication process.
• Documents paperwork by scanning/downloading within 48 hours of receipt.
• Resolves most client billing or coverage questions and payment questions within one call or visit.
• Processes Scope of Appointment and applications within 24 hours of signature.
• Review notes the business day following meeting.
• Manages data/reporting integrity by updating Health opportunities and policies as needed in Fusion.
• Sets follow-ups to ensure clients in between onboarding steps are scheduled in appropriate timeframe.
• Works with insurance team and other departments of KFG to ensure all prospect information is received in a timely fashion including Summary of Benefits, Scopes of Appointment, and Prescription Drug information.
• Manages the policy cancellation process when a client transitions from another insurance carrier to one of KFG's respective insurance carriers.
• Manages the Health insurance lead disbursement process.
• Answers health client coverage, claim and billing questions within 1-2 phone calls.
• Oversees "Age-In" health Marketing letter process by sending letters or working with other assigned individuals to complete this task
• Contracts new health advisors with health insurance carriers
• Manage Commissions

• Perform other duties as required.

Required Skills and Abilities

• Must have a desire to pursue professional development.
• Strong written and verbal communication skills.
• Significant computer and software training or experience (i.e. Microsoft Office, CRM Software, and QuickBooks).
• Above average typing skills (60+ words per minute).
• Above average math skills and analytical abilities.
• Must be well organized with time, resources, physical office space, and client documents/information, detail oriented, and be able to manage a large workload.
• Must be intrinsically motivated and able to work individually with little direction.
• Must be a team player and able to collaborate with team members and financial professionals from other firms.
• Comfortable interacting with clients via telephone, email, video conferencing, or face-to-face.
• History of prudent management in personal finances.
• Must be coachable, goal oriented, grasp concepts quickly, able to work in a fast-paced environment, embrace change, and have a strong desire to learn and grow in the financial services industry.

Education and Experience

• Bachelor's degree in business administration, or related field preferred; and/or equivalent industry experience
• Life & Health license required (or ability to obtain)

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• May have to lift 15 pounds at times.