Client Success Manager
2 months ago
Orange County, CA, USA ● Riverside-San Bernardino-Ontario, CA, CA, USA ● San Diego, CA, USA Req #2234
Tuesday, July 16, 2024Alliant Insurance Services is one of the nation's largest and fastest-growing insurance brokerage and consulting firms. We operate through a network of specialized national platforms and local offices to offer our clients a comprehensive portfolio of solutions built on innovative thinking and personal service. Alliant is changing the way our clients approach risk management and benefits, so they can capitalize on new opportunities to grow and protect their organizations.
More information is available on the company's website at: >.
SUMMARY
Responsible for supporting the operational needs of the department by delivering reports and analysis on Service Desk performance. Oversees and coordinates the onboarding, assignments, and activities of direct reports and the Resource Pro off-site third-party staff. Enhances the overall customer experience by providing a productive, cohesive, and motivating work environment. Leverages data and insights to improve quality, reduce cost, and increase productivity.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Provides daily direction and communication to Real Estate Investors (REI) service group;
• Actively works and manages all incoming communication through the use of EPIC and REI Support to ensure timely, professional, and thorough resolution of customer inquiries;
• Provides analysis on data from incoming calls to the Service Desk. Identifies root cause and opportunities for process improvement and automation;
• Conducts routine meetings with strategic clients regarding upcoming renewals, building new business, address accounting concerns, identify process improvement opportunities, etc;
• Creates and implements client/customer satisfaction surveys. Reviews responses to determine where improvements can be made, and provide feedback and analysis of responses to the department;
• Analyzes loss trends to advise Underwriters on opportunities to reduce the loss ratio percentage;
• Monitors the team to ensure the Service Level Agreements are being met; provides quality control, evaluation of processes and procedures; suggests methods to improve area operations, efficiency and service to internal and external customers;
• Advocates the enhanced use of technology and training where appropriate;
• Motivates and mentors staff, providing employee training and development, conducting performance reviews, and performing disciplinary action as appropriate;
• Collaborates with Client Services and Corporate Services business units (i.e. Facilities, IT, Accounting, Legal) to ensure we are delivering a high quality product and providing excellent client service, while driving streamlined processes;
• Complies with agency management system data standards and data integrity (enters and maintains complete and accurate information);
• Other duties as assigned.
QUALIFICATIONS
EDUCATION / EXPERIENCE
Bachelor's degree in Business, Marketing, or Communications, or equivalent combination of education and experience
Four (4) or more years related work experience
One (1) or more years supervisory experience
Insurance industry experience preferred
SKILLS
Proficient in Microsoft Office products including Power Point and Excel at the expert level
Knowledge of project planning and implementation
General knowledge of analytical techniques needed to review and analyze information to determine options and recommend viable solutions
Excellent interpersonal and customer service skills
Strong leadership, problem solving, and time management skills
Good planning, organizational, and prioritization skills
Ability to communicate effectively both written and verbally in order to exchange and/or provide information to staff and others
Ability to analyze complex information and develop plans to address identified issues
Ability to prioritize work for multiple projects and deadlines
Ability to train and supervisor others
Ability and motivation to work independently
Ability to interface with executives – internal and external
#LI-KG1
We are proud to provide comprehensive, high quality employee programs to meet employees' needs now and in the future, including a very competitive financial package. We encourage you to explore what we have to offer.
For immediate consideration for this position, please click on the "Apply Now" button.
Alliant Insurance Services, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, age, religion, gender, sexual orientation, gender identity, national origin, disability, protected veteran status or any other protected status.
If you are applying for a job and need a reasonable accommodation for any part of the employment process, please call our Career Center at and let us know the nature of your request and contact information.
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