Client Service Associate

Client Services AssociateLenox 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.Position Summary: Supports the Relationship Manager by scheduling and coordinating activities and initiatives that facilitate the new policy and client service processes. The Client Services Associate must provide superior client service by identifying the client's wants and needs, acting on, and/or delegating items and following through to completion while keeping all parties informed throughout the process.ResponsibilitiesPre-Sale and New Business:Assembles meeting preparation documents pertaining to the client/prospect prior to sales meetings, including but not limited to, illustrations, policy and product summaries, reports, presentations, and marketing packetsPerforms all insurance underwriting duties, including preparation and completion of multi-life and individual disability, life, and long term care applicationsSchedules medical insurance exams and orders all Attending Physician Statements based on insurance underwriting guidelinesFollows up with the client and Relationship Manager during the underwriting process, keeps notes on the process and conversations in MOSAICCollaborates with the New Business Team to manage all new business arguments using MOSAIC as the system of record for status, notes, and tasks. Communicates with RM and client as necessaryReviews insurance policies and prepares them for delivery; follows up on delivery requirements when neededEnsures Relationship Manager has appropriate Licensing and Appointments and works with internal contracting and licensing contact to obtain and renew licensesPartners with Advanced Sales to acquire and/or generate the appropriate illustrations/one-pagersProcesses all policy changes including reinstatement of lapsed cases, smoker rating changes, addition or removal of policy riders, and face amount reductionsPartners with Private Wealth Management Team to process individual asset management applications, service requests, and performance summariesCoordinates tasks and responsibilities for all joint workClient Service:Processes all insurance policy service requests, including address, beneficiary/ownership changes, premium mode changes, and dividend option changesProvides outstanding client service through recognizing client's wants and needs, acting on, and/or delegating items and following through to completion, keeping all parties informed throughout the processCoordinates all collateral assignments, death or disability claims, and fund allocation changes with the assistance of the Relationship ManagerInteracts with insurance carriers and vendors daily to ensure accurate and timely execution of client service requestsTakes a proactive lead on conserving the Relationship Manager's existing block of business by advising clients of overdue insurance premiums and coverage in danger of lapsing, tracking all attempts and progress, and keeping the Relationship Manager informed of problematic casesAbility to follow through on a variety of requests and ability to resolve client and/or service related matters. Crafts client correspondence as needed according to the Lenox Style GuideBusiness Operations:Responsible for greeting clients, fielding phone calls, reviewing incoming mail, managing office supplies, ordering client gifts, and maintaining client filesManages the Relationship Manager's calendar, scheduling and confirming client meetings, registering visitors with security, and booking conference roomsEnsures data accuracy by regularly and routinely updating information in MOSAIC and maintaining client files. This includes, but is not limited to, fact find information and notes, case management (individual and MultiLife), task management, and client and policy informationParticipates in occasional training and development sessions as directed by department(s) and Regional ManagerBuilds feeder lists as requestedPartners with the Relationship Manager when participating in Lenox marketing campaigns, including MOSAIC list updates as well as updating client email addressesJob CompetenciesRequired Knowledge:Knowledge of office equipment operations (copier, scanner, printers) and electronic calendaring programs (Microsoft Outlook)Familiarity with business principles and practicesFamiliarity working with Client Database Management systemsKnowledge of customer support principlesRequired Skills/Abilities:Excellent communication skills, both verbal and written (email, written memos, telephone, voicemail, etc.)Ability to interact with clients diplomatically and professionallyStrong attention to detail with the ability to prioritize multiple tasks in a fast paced sales environmentAbility to work independently and also to collaborate with teamsProficient in Microsoft Outlook, Excel, Word and PowerPointOrganizational, planning and critical thinking skillsAbility to multitaskRequired Behaviors/Attitudes:Demonstrates initiative, dependability, confidences and assertivenessTeam oriented; demonstrates a service attitudeCares about delivering qualityExcels in planning & organizingTake personal ownership for delivery of superior results; conscientiousDemonstrate strong dedication to meeting the needs of internal and external clientsEducation/experience/license requirements:High School Diploma RequiredCollege Degree Preferred1-3 Years of Customer Service Experience3-5 Years of Industry Experience PreferredWhat 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 $46,500 – $60,000. 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.