Customer Service Specialist

6 days ago

King of Prussia, Pennsylvania, United States Worldwide Insurance Services Full time
Job Description

Worldwide Insurance Services is seeking a highly skilled Client Services Specialist to join our Individual Sales team.

Job Summary:

The Client Services Specialist will be responsible for managing the member experience as a form of year-round retention for our broker community. This role will be accountable for customer and broker satisfaction, problem resolution, and support retention efforts regarding cancellation requests.

Key Responsibilities:

  • Provide exceptional client services for designated book of business to be composed primarily of Brokers, Blue plans, MGA's, high worth partners, and high value direct to consumer members.
  • Act as liaison between the broker/client and company to resolve escalated operational service issues regarding claims and assistance services.
  • Work with brokers and partners to be extremely responsive to market complaints and public ratings.
  • Assist with the bi-weekly bounced premium report for non-VIP members/brokers to collect past-due premium.
  • Communicate with brokers/members through timely updates and ensure resolution of escalations.
  • Participate in internal and external partner management meetings with operational teams to address specific cases and problem trends.
  • Provide recommendations and assist in the implementation of procedural and systems changes to ensure delivery of high-quality service and support to the book of business.
  • Promote the company's service standards and ensure the assigned book of businesses persistency.
  • Develop strong relationships with assigned clients, MGAs, Blue plans, and brokers.
  • Other duties as assigned.

Requirements:

  • Bachelor's degree or applicable work experience (at least three years health insurance experience as a Client Specialist or Account/Client Manager within the health insurance industry) required.
  • Bilingual or Multilingual skills are preferred, but not required.
  • Strong communication and presentation skills required, including confidence and composure when working with senior level audiences.
  • Ability to manage multiple clients/projects/initiatives and associates in a fast-paced organization.
  • Effective communications, strong client service and problem-solving skills; flexibility and adaptability to changing priorities and deadlines; ability to work in a team setting.
  • Ability to work independently and self-motivate.
  • Ability to accept responsibility and have accountability for own actions.
  • Ability to perform work accurately, thoroughly, and meet deadlines even under stressful conditions.
  • Organizational, dependability, and trustworthiness skills are a must.
  • Experience in Microsoft Office Suite (i.e., Word, Excel, Outlook, and PowerPoint) and Internet Explorer, as well as other web browsers.
  • Employee is required to have at minimum an internet speed of 75 Mbps (standard high-speed internet access).

Working Conditions:

  • Flexibility to work in an office and/or at-home, remote office environment.
  • Schedule flexibility is occasionally necessary in this position. Individual may be required to attend key business/departmental meetings and/or perform certain business critical job functions outside of normal working hours.
  • Physical Demands: Must be able to communicate internally and externally through receiving and responding to auditory and visual methods.

Competitive Compensation:

Competitive base pay starting at $52,073 per year. Compensation is based on prior/relevant experience and skill level in a similar role.

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