Client Service Associate

The Client Service Associate is key to providing excellent customer service and meeting our policyholders’ and agents' needs. The Client Service Associate is responsible for responding to, documenting, and resolving various types of inquiries (policies, claims, billing, etc.) from clients and agents in an efficient, professional, and accurate manner.  This includes communication to and from a variety of sources, e.g., telephone calls and other incoming correspondence and communication sources. 

Essential Duties & Responsibilities

• Provide prompt, accurate, and friendly customer service.

• Resolve routine, complex, and unique questions/issues from insurance clients and agents.

• Respond to client complaints with empathy, providing appropriate solutions, and appropriately escalating customer dissatisfaction.

• Follow communication procedures, guidelines, and policies.

• Ensure facilitation of first encounter resolution and client satisfaction on all transactions handled.

• Actively participate in team onboarding and ongoing training and education activities.

• Share training and education knowledge and expertise with team members.

• Employ probing questions and actively listen to client issues or questions, showing interest and compassion and displaying empathy.

• Demonstrate accuracy in processing changes to client policies based on the information provided and identify opportunities to educate clients and agents on Coverys and/or opportunities to utilize self-service (if applicable).

• Maintain working knowledge of insurance policies and related processes and procedures.

• Understand and respond to requests regarding marketing materials and other company related documentation and resources. Ability to respond to and clarify/explain information and follow-up.

• Remain current and knowledgeable on new marketing campaigns in order to respond appropriately to marketing related inquiries using all available resource tools.

• Foster strong collaborative relationships both internally and externally to maintain a high level of client servicing.

• Utilize systems and technology to complete account management tasks, including documentation of all client interactions into the appropriate databases.

• Troubleshoot client technical issues (e.g. password reset).

Education, Requirements & Competencies

• High school or equivalent (Required). College degree preferred, but not required.

• Prior experience/success in customer service, call center or insurance preferred.

• Excellent communication skills: verbal, written, and listening.

• Self-motivated, reliable, energetic, well-spoken and goal-oriented mindset.

• Strong aptitude for learning.

• Strong organizational and time management skills. Ability to multi-task.

• Ability to work in a fast-paced environment.

• Excellent problem-solving skills and attention to detail.

• Ability to effectively and efficiently navigate through multiple programs/systems/screens while on a client call.

• Flexibility – willing and able to work outside of regular business hours, should the need arise.

• Basic knowledge of Microsoft Office (Excel, PowerPoint, Word, Outlook).

• People-oriented relationship-building skills (empathy, responsive, patient, conscientious).

• Excellent interpersonal skills and the ability to build relationships with your clients, team, and colleagues throughout the organization.

• Strong team orientation and client-focus.

The base salary range for this role is $45,420 - $65,550. Individual compensation packages are based on a variety of factors that are unique to each candidate including geographic location, skill set, experience, qualifications and education.

If you're a caring and customer focused individual who enjoys working with passionate team members, Coverys is the right company for you!