Job Description

PURPOSE OF THE JOB:

The Client Support Specialist jobs are often the first contact with clients and are primarily responsible for providing effective customer service to clients in response to inquiries, concerns and requests about products and services that are received from a number of communication channels. By using active listening skills, Client Support Specialists will ascertain the reason the client is contacting the company and provide him/her with a resolution resulting in a positive client experience, while building and maintaining relationships. Much of service conducted for clients is that which requires a license or extensive product/service knowledge.

ESSENTIAL FUNCTIONS :

• Possesses a strong, in-depth working knowledge and understanding of applicable products and services (and possibly systems) as well as procedures of all servicing departments within particular business area and of 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/forms, and completing process workflows to complete client services.
• Possesses extensive knowledge of (as applicable) policy/coverage interpretation, health benefits of each policy, verification and/or explanation of benefits, claims, etc. as well as be able to thoroughly explain or relay information; stays current and is able to apply state mandates and legislation requirements and how plans and requirements vary by each state.
• Handles escalated client calls/complaints (usually from his/her own phone calls). Assists upper level with lower-level employees’ escalation calls.
• Assists upper level in preparing data and analytics. Begins to learn what management looks for, trends to detect, how to analyze data, etc., as needed.
• Assists with training of lower-level employees, mentoring, answering questions, as needed. Conducts audits of new employees during training period. Assists lower-level employees with system errors; troubleshoots and/or reaches resolutions as needed.
• Completes special projects as assigned by Management.
• Manages large amounts on incoming service inquiries received through a variety of communication channels. Handles or escalates client complaints, directing unresolved issues to the appropriate resource.

QUALIFICATIONS:

• High School diploma or a GED.
• 2-3 years of customer service or call center experience.

JOB FAMILY:

Client Support Specialist

Client Support Specialist II

Senior Client Support Specialist

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

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