Client Service Specialist

Job Title

Build and maintain professional rapport with clients, vendors, and teammates by providing superior internal and external service support. Provide and/or coordinate the delivery of products and services to the client, other client service team members, and Producers.

Essential Duties and Responsibilities

The following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Prioritize and process new and renewal business within timelines and quality standards, including updating and maintaining information in the client management system.
• Analyze client needs through research, determining appropriate course of action, recognizing potential problems, and escalating as appropriate.
• Provide clients with timely information including plan information, rates, contributions, and carrier contacts.
• Set up policy notebooks for delivery to the client; assemble proposals and other presentations for client and prospect meetings.
• Demonstrate positive, motivated behavior by providing support and seeking guidance through teamwork and communication.
• May be asked to lead a team of client service representatives as a mentor, guide, and/or trainer based on office needs and teammate requirements.
• Assist in preparation of new and renewal proposals, stewardship reports, service plans, and comparisons; demonstrate creativity in presentation style.
• Support service and production teams in reaching overall agency revenue and retention goals.
• Maintain daily client processing functions such as endorsements, policies, audits, pending cancellations, and ID cards.
• Assist with all aspects of marketing, as needed.
• Assist clients with direction or implementation of appropriate internal resources, including but not limited to McGriff Employee Benefit Solutions (MEBS).
• Take, report, and monitor claims (if applicable).
• Document member and client communications in the client management services tool according to department standards.
• Prepare presentations, spreadsheets, direct bill documentation, accounting discrepancy communications, and other materials based on the needs of the internal team and clients.
• Assist clients with claims resolution.
• Participate in company-sponsored seminars, training workshops, and webinars to enhance industry knowledge and education.
• Perform other duties and responsibilities as assigned by management.

Qualifications

Required Qualifications

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Assignment based primarily on the individual's minimal level of experience and production capacity to service a midsize book of business.
• High school diploma or equivalent.
• Demonstrated proficiency in computer applications such as Microsoft Office Suite.
• Strong organizational and project management skills.
• Strong communication and interpersonal skills (written and verbal).
• Act with responsiveness, urgency, and professionalism in all matters.
• Prioritize work to achieve timely completion of the most critical and sensitive activities.
• Respond quickly to client requests and provide appropriate information.
• Accept accountability for the quality of work.

Preferred Qualifications

• 3-5 years of industry-specific experience.
• LOB designations.
• College degree or advanced degree.

Work Environment and Physical Demands

Ability to use a computer keyboard and sit in a stationary position for extended periods, as well as use office equipment such as fax machines, copy machines, and telephones. Work is performed in a typical interior/office work environment. Occasional travel to client sites may be required, usually within driving distance.

The applicable base salary range for this role is $41,200 to $76,800. The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives. We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.