Client Relations Consultant, REMOTE

2 months ago

Lansing, United States Accident Fund Holdings, Inc. Full time
Job Description

REMOTE Opportunity. Candidate to reside within Michigan preferred. Travel is required.

AF Group (or any Emergent Holdings) employees who cannot access our internal job board "Opportunity Marketplace", please contact Trish Mylek for assistance.

The Client Relations Consultant, acting as a liaison between AF Group, the agent and the account, will market our excellent services aggressively and proactively work with the agent as a vital partner to be more responsive to our largest customers' needs. This role is responsible for leading and participating in proactive customer outreach efforts to monitor customer satisfaction, retention and enhance company growth. This individual will work very closely and collaborate with all internal resources assigned to and engaged with accounts.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
  • Manage the overall customer lifecycle by acting as the key AF Group face to the account, ensuring strong client relationships that result in soaring levels of satisfaction, loyalty, retention, and adoption of AF Group services.
    • Coordinate service team account visits and create internal alignment
    • Coordinates and conducts training on use of internal AF Group website and AF Group Risk Management Information System (RMIS)
    • Coordinate and facilitate mid-term meetings
    • Coordinate and facilitate claim review meetings
    • Coordinate other meetings as necessary
  • Responsible for driving customer satisfaction and retention through strong, proactive issue resolution, anticipation of future customer needs and open communication channels with AF Group. Resolve concerns between AF Group, agent and/or insured.
  • Establish a strategic account plan and expectations with the client. Set parameters, maintain internal communication, and develop repository to allow internal viewing and external updates.
  • Visits customers at predetermined and agreed upon frequency to conduct a basis 'pulse check' on the customers to assess their current level of satisfaction, to observe and learn about their business, and to uncover any potential opportunities for either improving current tools/services or identify opportunities.
  • Responsible for balancing client needs and working with others in the organization to make things happen, improve efficiency, and reshape processes, projects, and people to meet business objectives and build better experience for the client.
  • Accountable for gathering and reporting the client's successes including goal attainment, qualitative results, survey scores, customer testimonials and references in conjunction with service team and use of AF Group RMIS.
  • Participates in prospecting new business and supports agency expansion. Coordinates key players both internally and externally and outline target dates for activities.
  • Responsible for training and oversight of agency and large client needs and use of AF Group RMIS
  • Working with Corporate Marketing; identifies the need for and gathers marketing materials to be used with key clients and distribution partners.
  • Review customer satisfaction results and analyze trends. Provide recommendation to increase satisfaction results.
  • Stays abreast of changes in workers' compensation statutes, case law and rehabilitation efforts/advancements in order to accurately interpret and apply relevant laws.
  • Performs special projects, as assigned.
  • Maintains confidentiality of all information processed.
  • Adheres to the Employee Code of Ethical Conduct.
EDUCATION AND EXPERIENCE

Relevant combination of education and experience may be considered in lieu of degree.
  • Bachelor's degree in Management, Business Administration, Marketing, Insurance, or related field
  • A minimum of seven years in an insurance organization with demonstrated technical knowledge in one or more of the following areas: underwriting, marketing, loss control, auditing or similar knowledge that provide the necessary skills and abilities.
  • Workers compensation insurance experience required.
  • Continuous learning, as defined by the Company's learning philosophy, is required.
  • Certification or progress toward certification is highly preferred and encouraged.
  • Progress toward or completion of industry recognized professional designations (e.g. AU, CIC, CPCU) preferred.
QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OTHER SKILLS AND ABILITIES
  • Ability to manage client relationships, especially sensitive issues and effectively problem solve.
  • Ability to interact with all levels of staff and management, and effectively exchange information clearly and concisely, articulate, and present ideas, report facts and other information, and respond to questions as appropriate.
  • Strong interpersonal skills and the ability to negotiate while creating and maintaining mutually beneficial relationships with working partners.
  • Ability to apply principles of independent logical, analytical thinking to define problems, collect data, establish facts, and draw valid conclusions.
  • Ability to identify client needs by using effective listening and probing techniques.
  • Ability to research and understand client's business, identify industries trends related and understand their impact.
  • Ability to determine the key client/business issues and develop appropriate action plans from multidisciplinary perspectives.
  • Ability to conduct and interpret quantitative/qualitative analysis.
  • Ability to research workers compensation laws, regulations, or issues specific, in order to offer guidance and/or direction to others.
  • Confident and persuasive with strong oral/written communication, interpersonal and customer service skills are essential.
  • Ability to effectively manage and facilitate multi-functional employee teams that are not direct reports.
  • Critical thinking and good judgment to quickly determine and prioritize key issues.
  • Passion for innovation; comfort with ambiguity, and desire to learn quickly in a dynamic environment.
  • Excellent analytical skills to identify improvement needs and develop solutions.
  • Ability to manage multiple projects, establish workflows and meet necessary deadlines with minimal direction.
  • Proficient in MS office (Word, Excel, Outlook) - advanced skills preferred.
  • Excellent organizational skills.
  • Ability to maintain confidentiality.
  • Ability to perform other assignments at locations outside the office.

ADDITIONAL INFORMATION

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. This job description does not constitute a contract for employment.

AF Group (or any Emergent Holdings) employees who cannot access our internal job board "Opportunity Marketplace", please contact Trish Mylek for assistance.

WORKING CONDITIONS:
Work is performed in an office/remote setting with no unusual hazards. Travel is required.

The qualifications listed above are intended to represent the minimum education, experience, skills, knowledge and ability levels associated with performing the duties and responsibilities contained in this job description.

"Actual compensation decision relies on the consideration of internal equity, candidate's skills and professional experience, geographic location, market and other potential factors. It is not standard practice for an offer to be at or near the top of the range, and therefore a reasonable estimate for this role is between $62,100 and $104,000."

We are an Equal Opportunity Employer. Diversity is valued and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis. Nothing herein is intended to create a contract.

#LI-TM1 #UWIC

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