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Senior Client Services Analyst II

2 months ago

Omaha, United States The Ladders Full time

Senior Client Services Analyst

The Senior Client Services Analyst will be responsible for overseeing, answering questions, assisting, troubleshooting, and performing customer service and business development processes related to National Indemnity Company primary and Berkshire Hathaway Homestate Companies property and casualty operations. This includes making decisions within authority on customer service processes and on individual decisions on customers' accounts. Training and onboarding new employees and current staff for the continuous growth of department knowledge and skills. Participate in the research and evaluation process required to identify where new computer applications and software would provide better information to customers and/or make workflow easier and more efficient, thereby improving customer interactions. Location:

Omaha, NE (hybrid up to 50%) Responsibilities:

Oversee, answer questions, assist, troubleshoot, and perform customer service and business development processes related to technical support activities. Adjust procedures related to technical support items in collaboration with management. Identify, plan, develop, recommend, and coordinate Client Services training for new employee onboarding and continuous growth of department knowledge and skills. Participate in the research and evaluation process to identify areas for workflow improvement and process clarification. Develop department resource material, coordinate education, and complete post-training assessments for new and revised processes. Establish protocols and business processes to handle various support levels with other units in the organization. Participate in customer service processes relating to software products and handle second and third level technical issues. Requirements:

Bachelor's degree in a related field or equivalent work experience. Minimum of five years of related work experience. Proficiency in Microsoft Office (Excel, Word, etc.) Desired Skills:

Excellent written and oral communication skills. Strong customer service orientation. Ability to prioritize, organize, and handle multiple high priorities. Strength in delegation, planning, prioritization, and meeting deadlines. Detail-oriented and accurate work ethic.

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