Client Support Associate

4 weeks ago

Berwyn, United States Magis Capital Partners LL Full time
Job DescriptionJob DescriptionJob Description: Associate, Insurance Exchange (IX) Client Support

About the Opportunity:

FIDX is revolutionizing the insurance industry with the first end-to-end annuity solution for financial professionals. This is your opportunity to lead the charge by driving revenue and delivering exceptional client experiences for a market-leading insurance technology firm. We are searching for a new team member to ensure that financial advisors get what they need from the Insurance Exchange platform. This is a client-facing role. The associate will work closely with internal stakeholders to resolve advisor issues, implement solutions, and train users in individual and group settings. Successful candidates must be passionate about client service, self-driven, analytical, organized, able to deliver under tight deadlines, and exceptional at managing expectations for demanding platform users. This fast-paced position is critical to the success of our growing organization, shapes the client experience, and is focused on driving business through the platform. Reporting directly to the head of relationship management, this person will have insight into FIDX’s growth strategy and will have the opportunity for professional growth as our business needs evolve.


Responsibilities

  • Deliver desired business outcomes through advisor support and platform training
  • Deliver support to Insurance Exchange broker dealer, advisor, and insurance carrier clients
  • Manage inbound production issues via (JIRA) ticket system
  • Capture pertinent information to measure key platform performance metrics
  • Triage, escalate and track issues
  • Communicate issues effectively and timely to optimize business outcomes
  • Assist team members with collection and synthesis of data to create information sets as directed by Senior Associates and management.
  • Train platform users in both individual and group settings
  • Participate in status meetings, share information regarding client experience or impact, and escalate issues as appropriate.
  • Monitor performance metrics for production systems, resolve performance issues, collaborate with internal teams to identify root cause for technical issues and recommend solutions.
  • Provide first line support for all platform applications, aid all end users, and proactively identify any issues in production, highlighting those causing business disruption.
  • Maintain scheduled jobs, perform troubleshooting on technical processes and resolve issues

Platform Expertise

  • Develop and maintain a working understanding of insurance annuity products
  • Develop skill set required to utilize internal tools to effectively manage issues, workstreams, and communications
  • Develop and evolve subject matter expertise regarding insurance industry data structures and technologies, e.g., Product Profile for Annuity (PPFA)
  • Learn and execute functional and non-functional regression, integration and user acceptance testing methodologies and apply during software releases, product additions, firm implementations, etc. to ensure the production instance of Insurance Exchange is working as expected
  • Develop and lead training programs in both individual and group settings

Professional Expertise

  • Foster a client-centric culture and deliver positive client experiences
  • Effective written and presentation skills

Qualifications

  • Bachelor’s degree in business, computer science, or equivalent experience
  • Up to 1 year of experience in related field
  • Basic understanding of financial advisory business
  • Basic understanding of software development lifecycle helpful
  • General knowledge of data structures and databases helpful
  • Basic understanding of annuity insurance products a plus
  • End-to-end software testing experience a plus
  • Excellent analytical, problem solving and critical thinking skills
  • Strong organization, time management, and prioritization skills
  • Self-motivated and able to manage multiple priorities simultaneously
  • Exceptional active listening, written, and verbal communications skills with ability to make clear recommendations, advise, and influence
  • Enthusiasm for identifying business improvements
  • Intellectual curiosity and desire to learn and apply knowledge
  • Ability to excel in a rapidly changing, fast-paced environment, often with tight deadlines; skills to prioritize project work, ad-hoc requests, and daily tasks and ensure timely and accurate delivery

Additional Requirements

  • Flexible working hours may be required
  • Candidate must be dependable, adaptable and demonstrate initiative.
  • Proficiency in MS Office suite including MS Excel and Word, or similar tools
  • Candidate must be self-assured and remain composed in critical deadline situations.

Expected Hours of Work

The work schedule for this position will be primarily Monday - Friday during typical business hours; however, based on the operational needs of this rapidly growing company, some work outside of typical business hours may be required and/or shift work may be assigned to ensure production support during extended business hours.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required in connection with this position. This position is classified as Exempt and not eligible for overtime pay.

FIDx is an equal opportunity employer and makes hiring decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by applicable law. We are not able to sponsor Visas of any kind at this time.

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