Education/Experience/Skills:

• College degree or equivalent work experience.
• One to three years of experience in insurance industry and/or service industry.
• Requires multiple automated system skills, telephony, and client management skills.
• Ability to work under pressure to handle multiple issues and call volumes, problem solve independently and to meet deadlines.
• Ability to prioritize and organize multiple tasks.
• Effective at handling conflict.
• Excellent oral and written communication skills including email, phone and face-to-face interactions.
• Regular and predictable attendance is required.

• Receives incoming inquiries and service opportunities and determines the intent of groups, brokers and regional sales representatives for the Insurance Solutions Division. 
• Client management services include research and root cause resolution of customer inquiries regarding web on-line services, billing/premium, enrollments, eligibility and contractual interpretation, implementation, inforce administration, commissions, renewals, and amendments. 
• Evaluates all customer interactions with groups, brokers, and regional sales representatives and determines the appropriate course of action that will resolve and manage the issue in a timely manner while meeting customer expectations. 
• Demonstrates the ability to provide quality and thorough customer service. 
• Provides excellent customer service recovery, to include turning complaint/error situations into an advantage and using every contact as an opportunity to provide a positive customer experience. 
• Professionally communicates with group administrators, brokers, and regional sales offices through verbal (including in person), written, and /or email communications to provide thorough verification, interpretation and resolution issues on new and inforce cases on a daily basis. 
• Trains by providing explanations to group administrators, brokers, and regional offices regarding contract interpretations, eligibility, premium audits, enrollments, out of contract requests, and Evidence of Insurability issues. 
• Demonstrates good organizational and analytical skills. 
• Interacts with all internal business unit areas as necessary to coordinate efforts to resolve issues. 
• Responsibilities could include processing real time changes with the customer on the phone, making proactive service calls including but not limited to, selling web on-line services and obtaining missing information. 
• Delegates complex/escalated service issues received via phone/email to Service Team Lead for handling. 
• Functions as a true extension of regional group offices by helping increase sales through customer satisfaction and building customer loyalty.