Support Services Person ll

Overview

The Client Experience Specialist reports to the Manager, Client Experience and is a member of AmTrust’s Client Experience team. The Client Experience Specialist is responsible for client support throughout the life of the policy. The CXS’s goal is to support the Client Experience team to support Sales, Underwriting and Claims to drive retention and growth by creating loyal and satisfied clients while improving loss cost and experience mods.

This position interacts with various agencies/policyholders to facilitate resolution of service issues and ensure timely responsiveness and communication. The CXS is expected to work with the various departments to address and resolve matters appropriately. Maintains a solid understanding of AmTrust’s mission, vision, and values. Upholds the standards of the AmTrust organization.

Responsibilities

React timely to issues/concerns that an agency or large insured or Client Experience Manager has identified

Navigate client needs in AmTrust organization to direct to the right resource

Complete and provide ongoing assistance to agents and large insureds for Claims Lite and AmTrust Online portal registration and training

Address any payments and/or premium collections questions or concerns

Address any PAYO and Easypay set up needs

Ensure all premium audit inquiries are addressed or escalated as appropriate

Coordinate deductibles as needed

LC follow up and coordination as needed

Provide agent rating training and troubleshooting

Appropriate documentation of all CXS activities in SalesForce and appropriate communication with CXM on all client related activities

Provide Panels/Posters/Talispoint as requested by insureds or per service plan

Manage automation of Welcome emails/video thru general support email

Respond to questions in general support that pertain to specialist capabilities, elevate as needed

Ensure an elevated experience for our agents and insureds to support new business and retention

The CXS is a brand representative to the client, and must advocate why choosing AmTrust is most valuable to the client needs at all times

Learn and understand the insured and agent profile to provide and coordinate best services to internal and external partners

Communication/Collaboration

Performs other functionally related duties as needed

Qualifications

Minimum 3+ years relevant experience in claims, underwriting, sales, or other insurance related function

Knowledge of, and experience with, workers compensation and/or property & casualty insurance products and principles

Exceptional communication skills, both oral and written; professional telephone etiquette

Ability to manage multiple tasks simultaneously

Must be detail oriented, organized, and possess strong interpersonal skills

Knowledge of Microsoft Applications and the ability to learn new software programs

Preferred

Bachelor’s degree

What We Offer

AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

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