Client Service Representative I - SSL

Job Responsibilities and Requirements

Key Responsibilities

This role serves as the primary point of contact for policyholders, insurance brokers, and general agents. They provide accurate policy administration, timely service, guidance on coverage, and respond professionally to client inquiries in a timely manner.

Account Management

• Limited knowledge of NYS WCB regulations as they affect our business and client issues, and client needs; Works with manager to increase knowledge in NYS WCB regulations thus building and maintaining positive ongoing client relationships.
• Provides continual education to clients on Standard Security processes, policies, and procedures, including web-site services and navigation.
• Responds to customer inquiries regarding coverage questions, billing issues, status updates, and other aspects of the benefit plans with oversight from manager and Sr. team members when needed.
• Works closely with resolution specialists in billing, and other internal departments to facilitate smooth operational functions. Must maintain thorough knowledge of all service activities associated with assigned clients. Must present complete understanding of all issues to client, with support of manager and Sr. team members, to ensure a seamless client experience.
• Addresses inbound/outgoing calls providing customer service to policyholders, employees, and brokers with oversight from manager. The manager may also participate in the calls to support training/ensure a positive customer experience.
• New business application coding and processing into our database (PolicyNet).
• Communicates information in terms callers will understand.
• Follows up on customer inquiries when needed.
• Resolves a wide variety of questions and inquiries for our customers. Manager will provide support when needed.
• Maintaining adherence to all department standards (policies, procedures, schedules, and assignments)
• Manage assigned agency book(s) of business and relationship with said entity and their clients.
• Responsible and accountable for maintaining and protecting confidential employer and producer information.
• Must maintain a high level of confidentiality and abide by NYS Data Encryption rules and regulations
• Electronic filing of supporting documents for policy changes
• Helps to maintains account management database (PolicyNet) for assigned clients.
• Supports Client and Broker reporting requests (PolicyNet, Access, SSL Website).
• Facilitates website new user access and troubleshoots user issues.
• Performs other duties and responsibilities, as assigned.
• Special projects as needed.

Administrative

• Utilizes best practices and follows standard operating procedures. Also, identifies internal process, policy, procedure, or technology issues that may be adversely impacting client satisfaction. Works with Regional Service Manager to identify and implement solutions.
• Contributes to and participates in departmental and organization-wide projects and committees designed to enhance service, improve efficiency, and improve knowledge.
• May be responsible for New Producer set-up, ensuring accurate information in internal systems.

Required Knowledge, Skills, Abilities and/or Related Experience

*or equivalent experience gained from any combination of formal education, on-the-job training, and/or work and life experience*

• High School Diploma required
• Related experience preferred
• NYS Life, Accident and Health (LAH) License preferred. Candidates must possess or must obtain an NYS LAH Insurance License within 3 months of employment.
• Must maintain a valid NYS LAH license(s) and continuing education requirements throughout employment.
• Demonstrated exceptional customer service acumen, strong consulting/negotiation/leadership skills
• Product/maintenance knowledge (including plan designs, funding, banking, etc.) with a high degree of operational effectiveness preferred.
• Strong communication skills, written and verbal
• Ability to build and maintain collaborative working relationships at all levels
• Planning and organization skills, multi-tasking
• Proven analytical skills
• Ability to prioritize incoming customer queries and maintain the RSL responsiveness commitment
• Ability to adapt to change
• PC skills using MS Office (Word, Excel, and Outlook)
• Knowledge of group insurance, products, contracts, and services preferred
• Understanding of state regulations applying to group plans preferred
• Knowledge of underwriting principles and practices preferred

Ability to Travel: Up to 10%

Physical Requirements

When used in the description below, the following terms are defined as:

"Occasional": done only from time to time, but necessary when it is performed

"Frequent": regularly performed; generally an act that is required on a daily basis

"Continuous": typically performed for the majority of an employee's shift

Sitting for prolonged periods of time, frequently standing, walking distances up to one mile, bending, crouching, kneeling, reaching, occasionally lifting 25lbs, extensive typing, picking up and holding small objects and otherwise using primarily the fingers rather than the entire hand. Employee is required to have visual acuity sufficient to perform activities such as preparing and analyzing data and figures; transcribing notes; viewing a computer terminal and extensive reading. Employee is required to have hearing sufficient to understand verbal instruction and answer telephones. Reliance Matrix will provide qualified employees with a reasonable accommodation in accordance with applicable law.

Core Values

• Collaboration
• Compassion
• Empowerment
• Integrity
• Fun

The above description reflects the general details considered necessary to describe the principle responsibilities and functions of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent to this job.

The expected hiring range for this position is $23.10 - $28.87 hourly for work performed in the primary location (New York, NY). This expected hiring range covers only base pay and excludes any other compensation components such as commissions or incentive awards. The successful candidate's starting base pay will be based on several factors including work location, job-related skills, experience, qualifications, and market conditions. These ranges may be modified in the future.

Work location may be flexible if approved by the Company.

What We Offer

At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can't do this without our most important assetyou.

That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.

Our Benefits:

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance to ensure financial protection when you need it most
• Family friendly benefits including Paid Parental Leave & Adoption Assistance
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off new hires start with at least 20 days of PTO per year in addition to nine company paid holidays. As you grow with us, your PTO may increase based on your level within the company and years of service.
• Volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program

Our Values:

• Integrity
• Empowerment
• Compassion
• Collaboration
• Fun

EEO Statement

Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.