Client Services Specialist

Primary Purpose: The Client Service Specialist serves the Towne Benefits sales team and their clients by ensuring that the sales and renewal processes are moving efficiently, creating new business and renewal proposals, and providing excellent service via telephone, email, and in-person interactions to answer questions and resolve issues.
Essential Responsibilities: Prepared Excel spreadsheets and assembled additional administrative and compliance requirements for presentation to clients for new and renewing business.
Submit applications, client changes, and new product enrollment forms to the carriers on behalf of clients and follow up to ensure process completion.
Assist clients with claims, billing, and other daily inquiries.
Order and prepare renewal information packets for employee benefit meetings.
Maintain accurate client benefit information in CRM and record all client interactions.
Continually strive to improve CRM and automate processes through the development of workflows.
Assist brokers and other client service specialists as needed.
Answer and route inbound calls; respond to client inquiries or refer them to the appropriate broker or client service specialist.
Maintain up-to-date Microsoft software knowledge (including Outlook, CRM, Excel, Word, Access, and PowerPoint), other industry-specific software, and fax, copier, scanner, and printers.
Maintain a courteous and professional relationship with clients, carriers, and team members.
Create PowerPoint presentations for open enrollment and client meetings.
Other duties as assigned.
Minimum Required Skills & Competencies: Current life and health license or willingness to earn one within six months of hire is required.
Strong computer skills, including Microsoft CRM, Word, Excel, Outlook, PowerPoint, Publisher, and Access.
Excellent written and verbal communication skills.
Strong attention to detail.
Strong interpersonal skills and ability to develop and foster relationships with clients, insurance carriers, and team members.
Strong multi-tasking and prioritization skills and ability to work in a fast-paced environment while taking accountability for work.
Desired Skills & Competencies: Extensive knowledge of carrier products and services.
Experienced in EPIC system.
Strong problem-solving skills and ability to concisely investigate, interpret, and resolve client and carrier questions, disputes, or complications with minimal supervision.
Physical Requirements: Work is performed in an office environment and requires operating standard office equipment and keyboards.
Express or exchange ideas verbally and through the spoken word via email.
Ability to hear, understand, and distinguish speech and other sounds.
Sedentary work involves prolonged periods of sitting at a desk.
Entering text or data into a computer or other device using a traditional keyboard.
Exert up to 10 pounds of force occasionally and a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Substantial and repetitive movements (motions) of the wrists, hands, and fingers.
Have close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation.
Not substantially exposed to adverse environmental conditions.
The physical demands described here represent those that an employee must meet to perform the essential responsibilities of this job successfully.
Reasonable accommodations may enable individuals with disabilities to perform essential duties.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
41 CFR 60-1.
35(c)