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Client Relations Specialist

2 months ago

Montpelier, Vermont, United States Vermont Mutual Full time
Job Overview

The Customer Experience Representative plays a vital role in providing exceptional support and assistance to various stakeholders, including agents, insured individuals, mortgage companies, and other internal or external clients. This position involves a combination of administrative and technical accounting responsibilities, such as processing insurance policy payments, reconciling accounts, and managing billing inquiries through phone and email communications.

Key Responsibilities

  • Execute a variety of clerical accounting functions related to primary accounting activities, including payment processing, fee waivers, and payment transfers.
  • Provide outstanding customer service via phone and email, efficiently addressing a wide range of inquiries.
  • Support agents facing payment challenges, system issues, or inquiries.
  • Evaluate policy endorsements for completeness and risk acceptability, obtaining additional information as needed.
  • Effectively generate and utilize system-generated reports.
  • Prepare reports, correspondence, and accounting documents using Microsoft Word, Document Manager, and Excel.
  • Accurately process financial data within accounting software.
  • Organize and maintain files as necessary.
  • Perform additional duties or special projects as assigned.

Supervision

Moderate supervision is provided by the Customer Experience Manager.

Qualifications

  • Associate's Degree with one or more years of relevant experience, or a combination of education and experience that provides comparable knowledge and skills.
  • Basic knowledge of bookkeeping and/or accounting principles is desirable.
  • Strong mathematical abilities.
  • Previous experience in the insurance sector is advantageous.
  • Customer service orientation is essential.
  • Prior experience in telephone customer service is preferred.
  • Familiarity with computerized accounting systems and various software applications.
  • Proficient in typing, data entry, and general clerical tasks.
  • Ability to collaborate effectively with diverse company personnel, agents, insured individuals, and external parties.
  • Proficient in PC applications, including Microsoft Outlook, Word, and Excel.

Physical Demands/Working Conditions

  • This position typically offers a hybrid work model (50% in-office and 50% remote), with scheduling determined by management based on company requirements.
  • The role is primarily sedentary, situated in a professional office environment, with frequent keyboarding/computer work and phone usage.
  • The physical demands are minimal and typical of similar roles in comparable organizations.
  • The work environment reflects standard conditions for similar positions in the industry.