Client / Customer Care Rep

Applies extensive knowledge of technical and operational functions related to application submission and onboarding for ESINS, BOLI/COLI, UL, and Term Conversion cases to solve complex problems.
Identifies alternatives and contributes to the development and enhancement of new policies and processes. Proactively identifies gaps in the service experience and implements solutions to address them.
Serves as a subject matter expert in designing and implementing new processes and systems that improve client and field experiences while driving operational efficiencies.
Educates, coaches, and mentors staff, and develops and delivers training, including e-learning, as needed.
Develops, evaluates, and updates servicing processes in accordance with contract provisions, state statutes and regulations, and HIPAA requirements.
Designs and delivers training programs that meet the evolving needs of the business, workforce, and servicing philosophy. Evaluates training effectiveness and implements improvements as needed.
Handles the most complex inquiries, transactions, and escalations from Financial Representatives and clients, collaborating across departments to identify optimal solutions. Serves as a trusted partner to Financial Representatives, helping them meet client needs and deliver positive outcomes. Builds and maintains professional client relationships that strengthen brand loyalty.
Acts as the primary resource for resolving challenging service situations and complex issues. Serves as an advocate for clients by navigating and coordinating support across multiple products and services.
Serves as a subject matter expert on cross-functional systems projects.
Adapts leadership and coaching approaches to meet situational needs and encourages a culture of learning and continuous improvement.
Prepares responses to formal and informal complaints.
Assists with interviewing and hiring employees and contractors who support the department.
Provides quantitative and qualitative analysis of business data, identifying patterns, insights, and trends to inform decision-making and answer business questions.
Performs audit and suitability reviews and related procedures to ensure compliance with applicable state and federal regulatory requirements.
Bachelor's degree or equivalent combination of education and experience, emphasizing independent decision making, analytical ability, communication, and team building
Minimum of 7 years of progressively responsible work experience in customer service, working with complex products.
Strong technical skills in servicing specialized product and/or training
Effective written and verbal communication skills with the ability to positively influence, work cooperatively, and negotiate with all levels in the department, the company, policy owners and the field to obtain maximum operational efficiency.
Experience in leading process improvements, product introductions, system enhancements, or other project and committee efforts
Experience negotiating problem resolutions with field, third party administrators, and clients with proven ability to exercise tact, diplomacy, resourcefulness and understanding to gain trust and customer confidence
Formulates strategies to convey complex information about services, products, systems, or processes to targeted audiences and liaises between technical and non-technical audiences.
Analytical Thinking (NM) - Organizes and compares complex information to identify underlying issues using data, business acumen, problem solving, and multiple perspectives.
Compliance (NM) - Applies organizational standards, policies, processes, and procedures to meet regulatory requirements and maintain compliance.
Customer Service Mindset (NM) - Anticipates customer needs and applies customer perspectives to solve problems, drive outcomes, and support informed decisions.
Root Cause Analysis & Decision Quality (NM)
Applies problem-solving methods to identify fundamental causes and makes timely, data-driven decisions based on risk, requirements, and probability of success.

Geographic Specific Pay Structure:
Structure 110:
Structure 115:
The standard pay structure is listed but if you're living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.
We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.
Escalation Management (NM), Compliance (NM), Root Cause Analysis & Decision Quality (NM), Adaptive Communication (NM), Insurance Products (NM), Analytical Thinking (NM), Customer Service Mindset (NM)
Flexible work schedules
Concierge service
Keywords: Financial Broker, Location: