Service Specialist

JOB DESCRIPTION

Combined Insurance is seeking a Service Specialist to join our fast-paced, high energy, growing company.

We are proud of our tradition of success in the insurance industry of over 90 years.

Come join our team of hard-working, talented professionals!

JOB SUMMARY:

The Service Specialist will serve as support service representative, post-implementation.

This role will be supporting timely and successful resolution of client needs and improving the overall client experience.

The Service Specialist is expected to build & maintain positive relationships with all stakeholders, including our sales organization, employer groups & cross functional internal partners.

They will act as the administrative support & execute tasks and responsibilities.

This position requires strong relationship management, communication, critical thinking, project management, and problem resolution skills to meet the diverse needs of our sales team and employer groups.

RESPONSIBILITIES:


* Act as first point of contact for all incoming employer-client & agent calls on the Service phone line.

Handle level 1 tasks which include, but not limited to: limited policyholder terminations, provide invoices & re-enrollment reports, provide payment status updates, assist Customer Care with policy research, group-level demographic updates, policyholder demographic corrections or triaging these requests to the correct team.

Sales Specialist will triage the request to the Service Consultant as necessary.


* Consistently meets or exceeds expectations for departmental standards related to customer satisfaction, quality, average handle time, auxiliary time, after call work and other KPI's.


* Liaison between external client and broker partners and internal home office colleagues via the Service email inquiries for level 1 tasks.

Effectively communicate findings to the appropriate parties; take initiative and follow-through as the liaison with other internal departments as necessary.


* Provide on-going support to clients to ensure all questions or tasks are handled timely and professionally.

Must develop a broad working knowledge of company policies & procedures, policy information/management, and premium & billing administration.


* Maintain customer records, update admin systems, and ensure accurate and detailed documentation of account or policyholder updates/changes or interactions.


* Develop and maintain a trust-based & positive relationship and rapport with internal and external clients.


* Perform other duties as assigned.

COMPETENCIES:


* Relationship-Builder - Is helpful, respectful, approachable, team and service-oriented, building strong working relationships and a positive work environment; maintains an exceptional client service mindset.


* Problem Solving - Takes an organized and logical approach to thinking through problems and complex issues.

Simplifies complexity by breaking down issues into manageable parts.

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