The Company
Our client is a one-stop shop for all of your insurance and advanced financial and estate planning needs. They are dedicated to understanding the unique needs of each of their clients and work closely to develop and manage a plan to help them accomplish their financial goals.
Purpose of the Position
The Client Services Lead is highly skilled and technically proficient to provide comprehensive support to our company's new and existing clients in a dynamic and fast-paced environment. The ideal candidate will have experience working in a Group Benefits environment with strong technical background, coupled with superb organizational and communication skills. This role requires a combination of follow up, project management, technical proficiency, and operational support to ensure effective management of company initiatives. Ideally, this person will want to grow with our company long term.
Key Responsibilities
- Manage Client Services for the company
- Assist in broader company Operations as needed
- Focus on optimizing client and carrier satisfaction and loyalty while driving operational efficiency
- Perform routine duties such as carrier quotes, client onboarding, and carrier and client follow up
- Creates a culture of customer centricity and continuous improvement focused on quality, cost and efficiency metrics; identify ways to automate/digitize and improve cost and service levels across a range of operational activities
- Facilitates seamless communications between both internal and external parties
- Respond quickly to resolve customer and carrier issues
- Provide oversight and guidance for special projects and strategic initiatives
- Develop processes and efficiencies for routine office management, supply ordering, etc.
- Provide clerical support such as scanning, filing, sorting
- Participate on special and confidential projects as needed, handling confidential matters and information
- Make independent decisions, solve problems, and exercise discretion relating to the performance of day-to-day duties
- Manage the budget within the areas of responsibility, negotiating for lowest cost, highest value
The Candidate
Experience and Professional Qualifications
The ideal candidate will possess experience in a leading Group Benefits, TPA, financial advising, or Insurance organization. The Client Services Lead must be a forward thinker and innovator in customer service, customer experience, and operations.
Skills and Competencies
Hours may include some evenings and weekends as needed depending on deadlines and special projects. We offer an in office work environment with some hybrid flexibility.
- 5-7 years experience performing complex operations duties in a comparable environment, with proven experience managing and prioritizing multiple priorities
- Must possess organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail
- Excellent verbal and written communication skills
- Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and other related software
- Proficiency in Employee Navigator and Salesforce each is a major plus
- Proficiency in HRIS systems a plus
- Possess proficient analytical, problem-solving, and decision-making skills
- The ability to handle sensitive and confidential information with diplomacy and discretion
- Ability to work under demanding time constraints and production goals
- Collaborative interpersonal skills, emotional maturity and the ability to build relationships with team members and external partners
- Strong customer-service orientation
- Approachable and accessible
Education
Bachelor's degree required , Master's degree preferred or equivalent experience.
Compensation
$65000 - $75000 plus bonus