Client Support Specialist II

Summary The Client Support Specialist positions are often the first contact with clients and are primarily responsible for providing effective customer service by responding to inquiries, concerns, and requests about products and services received through a number of communication channels. Using active listening skills, the specialist will ascertain the reason the client is contacting the company and provide a resolution that results in a positive client experience while building and maintaining relationships. This is a 100% in‑office position; candidates must work on‑site at a designated office during standard business hours. Employees are required to accurately record all hours worked and submit timesheets in accordance with company policy. Overtime may be assigned as business needs dictate, and employees are expected to work overtime when required. Essential Responsibilities Possesses a strong, in‑depth working knowledge and understanding of applicable products and services, systems, and the procedures of all servicing departments within the business area, as well as of the company. Provides assistance regarding website/mobile app registration as needed. Monitors workflow for back‑office items with a high level of efficiency, such as documenting files, preparing and sending letters and forms, and completing process workflows to complete client services. Demonstrates extensive knowledge of policy and coverage interpretation, health benefits, verification and/or explanation of benefits, claims, and related processes; stays current with state mandates and legislation and explains how plans vary by state. Handles escalated client calls and complaints, usually originating from the client’s own phone calls. Assists upper level management with lower‑level employees’ escalation calls. Assists upper level management in preparing data and analytics. Begins to learn what management looks for, identifies trends, and analyzes data, as needed. Assists with training of lower‑level employees, mentoring, and answering questions. Conducts audits of new employees during the training period. Assists lower‑level employees with system errors, troubleshooting, and reaching resolutions. Completes special projects as assigned by management. Manages large volumes of incoming service inquiries received through a variety of communication channels. Handles or escalates client complaints, directing unresolved issues to the appropriate resource. Qualifications / Experience Required High School diploma or a GED. 2–3 years of customer service or call‑center experience. NOTE: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. PLEASE NOTE: Applicants must be legally authorized to work in the United States. At this time, we are not able to sponsor or assume sponsorship of employment visas. If you have a disability under the Americans with Disabilities Act or similar state or local law and wish to discuss potential reasonable accommodations related to applying for employment with us, please contact our Benefits Department at View phone number on click.appcast.io. We do not discriminate on the basis of age, ancestry, color, gender, gender expression, gender identity, genetic information, marital status, national origin or citizenship, denial of family and medical leave, disability (mental and physical, including HIV and AIDS), medical condition (including cancer), race, religious creed, sex (including pregnancy, childbirth, breastfeeding, and medical conditions related to pregnancy, childbirth or breastfeeding), sexual orientation, military or veteran status, or other status protected by laws or regulations in the locations where we operate. We do not tolerate discrimination or harassment based on any of these characteristics. Benefits and Compensation We offer a competitive compensation package, performance‑based incentives, and a comprehensive benefits program—including health, dental, vision, 401(k) with company match, paid time off, and professional development opportunities. #J-18808-Ljbffr BP&C Shared Services, Inc.