Client Care Specialist

1 month ago

Shelton, United States ABCareer & HR Consulting Full time

I am recruiting on behalf of Ceres Life Insurance a unit of Salem Group Holdings LLC.


Client Care Specialist  

Ceres Life Insurance 

Full-time permanent opportunity 

Location: Hybrid Shelton CT Area 

Remote outside CT


Application Process: 

Interested candidates should submit their resume and a cover letter detailing their qualifications and experience to Alea Bradley: Abradley@3clife.info


Company Overview:  

Westaim and CC Capital have joined forces to strategically transform Westaim from a holding company into a global alternative credit asset manager with a unique, integrated insurance platform, branded as New Westaim. This partnership fuels a vision to provide innovative, customized financial solutions in the alternative credit and insurance space, expanding opportunities for growth and client impact. 


As a newly formed entity within this partnership is Ceres Life Insurance, a unit of Salem Group Holdings LLC. Ceres is a fast-growing, forward-thinking annuity startup dedicated to securing financial futures for clients through innovative annuity solutions. Our mission is to enable individuals to retire with peace of mind and dignity by combining advanced technology, top-tier talent, and strong vendor partnerships to provide exceptional support and service. 


At Ceres Life Insurance, we are deeply committed to fostering a positive, client-centered culture. Through our Digital Contact Center, we deliver exceptional, personalized support that empowers clients to take control of their financial journey. Our approach focuses on proactive solutions, self-service tools, and collaborative client relationships to help individuals reach their financial goals and retire confidently. 


Position Summary: 

As the Client Care Specialist, you will work under the leadership of the Client Care & Contact Center Manager and Client Care Supervisor to manage and support both new issue and in service policies, provide customer support, and ensure the timely and accurate processing of client requests and policy documentation. You will serve as the first point of contact to clients and agents through multiple channels (phone, email, SMS, chat). This role will support service delivery and scaling of our client care operations towards a successful 1Q25 launch and beyond.  


Key Responsibilities: 

  • Serve as the first point of contact for all service requests, effectively managing complex cases, ensuring product document is in good order, and resolving client inquiries, with a deep understanding of insurance products and guidelines. 
  • Manage high call volumes and respond promptly to both written and verbal inquiries, maintaining high levels of service, accuracy, and performance metrics. 
  • Communicate clearly and professionally with customers, peers, and leadership across multiple channels (phone, email, chat), ensuring that all interactions are handled with care, urgency, and accuracy. 
  • Provide personalized, high-touch service to high-priority clients and agents, addressing their unique concerns with tailored solutions and maintaining long-term client relationships.  
  • Leverage product expertise to provide tailored support and guidance that aligns with each client’s specific needs. 
  • Complete clear and concise documentation of all client interactions, service requests, and outcomes in the CCaaS system.  
  • Educate clients on self-service tools, enhancing usage and reducing support inquiries through proactive client training on knowledge bases and automated systems. 
  • Maintain a thorough understanding of internal systems, insurance products, and industry regulations. 
  • Ensure full compliance with industry regulations, standards, legal requirements and policies and procedures specific to the insurance sector, including customer data protection, claims handling, and privacy laws. 
  • Mitigate risks in real time, identify potential compliance or security issues swiftly, and escalate critical concerns to the Supervisor.  
  • Collaborate cross-functionally with internal teams and vendor partners to escalate and resolve complex issues, ensuring smooth service delivery and client satisfaction. 
  • Utilize advanced AI and automation tools and platforms to improve client interactions, streamline service delivery, and enhance overall operational efficiencies. Embrace and adopt new technological enhancements.  

 

Qualifications: 

  • Minimum of 3 years of experience in a contact center or customer service role, with a focus on insurance products. 
  • Proven experience working within an agency channel with primary focus on annuity products including in-depth knowledge of contract terms, payment structures, and applicable regulations. 
  • Strong familiarity with annuity distribution options, tax implications, and handling contract modifications. 
  • Proven experience in managing client interactions with care, resolving service issues effectively, and delivering value. 
  • Experience and comfort utilizing contact center metrics, tools, and technologies (e.g., CRM, CCaaS, VoIP, etc.). Experience with Verisk (FAST) preferred.  
  • Skilled in adopting new technologies, ensuring efficient use of digital tools to enhance daily operations and client interactions. 
  • Exceptional problem-solving abilities and the ability to manage multiple priorities in a fast-paced setting. 
  • Strong communication and interpersonal skills, with the ability to build relationships.  
  • A client-center mentality with the ability to empathize with clients and agents and foster a service-oriented culture. 
  • Associate's degree or equivalent required; a bachelor’s degree in communications, business, or a related field is preferred. 


Work Hours and Benefits: 

  • Full-Time Permanent.  
  • Competitive salary, health benefits, and retirement savings plan.  
  • High-energy, collaborative start-up atmosphere with a focus on growth and innovation. 


Why Join Us? 

This is an exciting opportunity to join a fast-growing insurance start-up, where you'll contribute to operational excellence and help shape our success. If you’re passionate about delivering exceptional client service, enabling clients to achieve their financial objectives, utilizing AI and digital tools, and growing your career in a dynamic environment, we encourage you to apply and be part of our journey. 


Application Process: 

Interested candidates should submit their resume and a cover letter detailing their qualifications and experience to Alea Bradley: Abradley@3clife.info

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