Client Advocate

4 weeks ago

Bemidji, United States STRATACOR Enterprise, LLC Full time
GENERAL SUMMARY

The Client Advocate is responsible for assisting brokers and group administrators with complex questions. As a Client Advocate, you will be responsible for successfully managing large amounts of inbound calls while supporting broker and group administrator requests related to members. This will include following communication scripts, handling different topics and acting as a liaison between our company and customers.

The Client Advocate provides day-to-day service and support to our brokers and group administrators ensuring inquiries are handled related to member benefits, remediate concerns or general questions while supporting the customer service mission and optimizing customer satisfaction.

This position will be with Stratacor Enterprise, LLC, an affiliate of Delta Dental of Minnesota.

ESSENTIAL FUNCTIONS

  1. Manage complex incoming calls and service inquiries from brokers and group administrators
  2. Act as the primary, dedicated resource for brokers and group administrators while liaising information to account management team members
  3. Identify, assess and find solutions for customer needs to achieve satisfaction
  4. Build sustainable relationships and trust with customer accounts through open and interactive communication
  5. Provide accurate, valid and complete information by using the right methods and tools
  6. Meet personal and customer service needs to achieve satisfaction
  7. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  8. Proactively maintain partnership with the Account Manager by keeping him/her informed of pertinent information regarding their accounts
  9. Exceptional verbal and written communication, interpersonal and active-listening skills, as well as the ability to prioritize issues and respond accordingly
  10. Serve as a backup when other employees are out
  11. Develop knowledgebase for customer-specific needs and trends to improve customer satisfaction and loyalty
  12. Other duties as assigned to meet business needs
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
  1. Strong verbal, written and presentation skills
  2. Excellent interpersonal skills with the ability to build relationships with internal and external customers
  3. Requires a high energy level and a strong sense of urgency
  4. Ability to multitask, self-motivate and successfully operate in a fast paced team environment
  5. Ability to manage time effectively.
  6. Must adapt well to change and successfully set and adjust priorities as needed
  7. Ability to think clearly and maintain composure under pressure
  8. Ability to convey a positive and professional image to customers and employees
  9. Maintain composure in high pressure situations
  10. Capable of following an issue through to its conclusion
  11. Demonstrates considerable tact, diplomacy, discretion and judgement with ability to build and maintain effective interpersonal relationships
  12. Team player with a strong work ethic
  13. Ability to work with internal and external clients at all levels
  14. High level of organization
  15. High degree of self-discipline and motivation
  16. Ability to follow processes and procedures and help develop new processes and procedures to help the company become more efficient
  17. Solution-driven problem solving skills and proven analytical skills
  18. Must possess the ability to work independently, apply education and professional experience to achieve outstanding results
REQUIRED EDUCATION AND EXPERIENCE

Required:
  1. Bachelor's degree or equivalent experience
  2. Strong proficiency on MS Office Suite including Word and PowerPoint
  3. 5+ years of customer service experience
Preferred:
  1. Contact center experience
  2. Health insurance industry experience
WORK ENVIRONMENT/PHYSICAL DEMANDS
  1. Travel Requirements: As required for client meetings
  2. Weight Lifting Requirements:

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