Conservation Associate

Job Title

Premium Retention Specialist

Who We Are

Lenox Advisors brings together sophisticated solutions in wealth management and insurance services to high-net-worth individuals and their families. As a wholly owned subsidiary of NFP Corp., an Aon Company, we combine the culture of a boutique firm with the stability and backing of a large corporation to create an environment that's truly unique. NFP is a multiple Best Places to Work award winner in Business Insurance. We're a recognized Elite Agency award winner and a leading property and casualty broker, benefits consultant, wealth manager, and retirement plan advisor. NFP provides solutions enabling client success through the expertise of over 8,000 global employees, investments in innovative technologies, and enduring relationships with highly rated insurers, vendors and financial institutions.

Summary

Make a significant impact by helping clients navigate important financial decisions while delivering outstanding service and strategic guidance. In this role, you'll serve as a trusted resource for customers, providing expert support on complex financial products, policies, and transactions. You'll proactively identify opportunities to strengthen client relationships, improve policy retention, and enhance the overall customer experience. Beyond responding to inquiries, you'll advise clients to understand their needs, recommend solutions, and uncover additional ways to add value. This is an opportunity to combine relationship management, problem-solving, and financial expertise in a role that directly contributes to client success and long-term growth.

Job Responsibilities

Premium Retention

• Takes a proactive lead on conserving the Relationship Manager's existing block of business by locating notifying clients via phone or email of overdue insurance premiums.
• Tracks all attempts and progress in MOSAIC and keeps the Relationship Manager and Client Service Associate informed of problematic cases.
• Interacts daily with clients, Relationship Managers, Client Service Associates and internal MM departments to ensure proper and timely execution of client requests.
• Advises clients on various payment options (i.e. credit card, ACH drafts, MM phone application, MM website) as well as where to mail in payments.
• Facilitates transactions (i.e. credit card, ACH drafts, duplicate bill requests).
• Researches and follows through on a variety of information requests and assist with problem resolution.
• Identifies potential new sales opportunities through premium retention communications with clients.

Data Management

• Ensures data accuracy in MOSAIC.
• Requires sophisticated client contact research capabilities.
• Administers address change transactions and updates both MOSAIC and carrier

Required Knowledge

• Solid understanding of MassMutual products and the ability to articulate complex, technical product features
• Strong organizational and communication skills
• MOSAIC Task Management Best Practices
• Superior customer service skills
• Strong diplomacy and negotiation skills
• Self-starter with ability to work in a team environment as well as independently
• Ability to efficiently navigate through multiple systems
• Strong problem solving and analytical skills. Looks beyond symptoms to identify causes of problems. Analyzes problems from different points of view
• Strong competency in dealing with ambiguity and uncertainty, ability to assimilate information and communicate confidently

Education and Experience

• High School Diploma and or equivalent College Degree preferred
• 1-3 Years of Customer Service Experience
• Life and Health License preferred or able to be obtained within 6-12 months of hire

What We Offer

We're proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others. The base salary range for this position is $53,000 – $65,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.