Client Care Specialist
 TEKsystems | |
$60,000.00 - $80,000.00 / yr
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life insurance
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 United States, Connecticut, Shelton | |
 Nov 23, 2024 | |
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Position Summary:
As the Client Care Specialist, you will work under the leadership of the Client Care & Contact Center Manager and Client Care Supervisor to manage and support both new issue and in service policies, provide customer support, and ensure the timely and accurate processing of client requests and policy documentation. You will serve as the first point of contact to clients and agents through multiple channels (phone, email, SMS, chat). This role will support service delivery and scaling of our client care operations towards a successful launch and beyond. Key Responsibilities: * Serve as the first point of contact for all service requests, effectively managing complex cases, ensuring product document is in good order, and resolving client inquiries, with a deep understanding of insurance products and guidelines. * Manage high call volumes and respond promptly to both written and verbal inquiries, maintaining high levels of service, accuracy, and performance metrics. * Communicate clearly and professionally with customers, peers, and leadership across multiple channels (phone, email, chat), ensuring that all interactions are handled with care, urgency, and accuracy. * Provide personalized, high-touch service to high-priority clients and agents, addressing their unique concerns with tailored solutions and maintaining long-term client relationships. * Leverage product expertise to provide tailored support and guidance that aligns with each client's specific needs. * Complete clear and concise documentation of all client interactions, service requests, and outcomes in the CCaaS system. * Educate clients on self-service tools, enhancing usage and reducing support inquiries through proactive client training on knowledge bases and automated systems. * Maintain a thorough understanding of internal systems, insurance products, and industry regulations. * Ensure full compliance with industry regulations, standards, legal requirements and policies and procedures specific to the insurance sector, including customer data protection, claims handling, and privacy laws. * Mitigate risks in real time, identify potential compliance or security issues swiftly, and escalate critical concerns to the Supervisor. * Collaborate cross-functionally with internal teams and vendor partners to escalate and resolve complex issues, ensuring smooth service delivery and client satisfaction. * Utilize advanced AI and automation tools and platforms to improve client interactions, streamline service delivery, and enhance overall operational efficiencies. Embrace and adopt new technological enhancements. Qualifications: * Minimum of 3 years of experience in a contact center or customer service role, with a focus on insurance products. Related experience within life insurance, insurance, or financial services experience is required. * Proven experience working within an agency channel with primary focus on annuity products including in-depth knowledge of contract terms, payment structures, and applicable regulations. * Strong familiarity with annuity distribution options, tax implications, and handling contract modifications. * Proven experience in managing client interactions with care, resolving service issues effectively, and delivering value. * Experience and comfort utilizing contact center metrics, tools, and technologies (e.g., CRM, CCaaS, VoIP, etc.). Experience with Verisk (FAST) preferred. * Skilled in adopting new technologies, ensuring efficient use of digital tools to enhance daily operations and client interactions. * Exceptional problem-solving abilities and the ability to manage multiple priorities in a fast-paced setting. * Associate's degree or equivalent required; a bachelor's degree in communications, business, or a related field is preferred. Details: * Full-time permanent position. * Pay: $60,000 - $80,000/yr. based on related experience and education. * After training - Hybrid work schedule offered. * Schedule: Monday - Friday | 8-hour shift within the hours of operation (8:00am - 6:00pm | 40 hours per week) * Competitive salary, health benefits, and retirement savings plan. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. | |