Client Services Specialist II

2 weeks ago

Norfolk, VA, United States TowneBank Full time
Join us at Towne Insurance Your Career. Your Future. Your Towne.

Towne Insurance is hiring a Client Services Specialist. The Client Services Specialist serves the Towne Benefits Sales Team and their clients by ensuring that the sales and renewal processes are moving efficiently; creating new business and renewal proposals; providing excellent client service via telephone, email and in person interactions to answer questions and resolve issues

About Us

Towne Insurance is a nationally recognized top insurance and risk management firm specializing in customized insurance solutions for all segments of business clients, families, and individuals. At Towne Insurance, we take pride in serving others, enriching lives, and providing our members exquisite service. Our employees are our most valuable asset, and we take time to invest in their health, happiness, and education. We hire motivated, self-directed professionals who desire to give back to their communities.

About the Role

  • Support team efforts in account growth, management, and retention.
  • Provide proactive, timely, and quality personalized support to clients.
  • Proactively assist in new account and renewal processes to ensure that enrollment materials meet client expectations.
  • Prepare Excel spreadsheets and assemble additional administrative and compliance requirements for presentation to clients for new and renewing business.
  • Prepare and present renewal benefit information for group open enrollment meetings.
  • On behalf of clients, submit applications, client changes, and new product enrollment forms to the carriers and follow up to ensure enrollment process completion.
  • Assist clients with claims, billing, and other daily inquiries.
  • Order and prepare renewal information packets for employee benefit meetings.
  • Maintain accurate and timely client benefit information and record all interactions with clients. Continually strive to improve and automate processes through the development of workflows.
  • Assist brokers and other client service specialists as needed.
  • Answer and route inbound calls, respond to client inquiries, or refer them to the appropriate broker or client service specialist.
  • Maintain up-to-date knowledge of Microsoft software (including Outlook, CRM, Excel, Word, Access, PowerPoint) and other industry-specific software (Adobe, DocuSign, Canva, Constant Contact), as well as fax, copier, scanner, and printers.
  • Maintain a courteous and professional relationship with clients, carriers, and team members.
  • Create PowerPoint and Brainshark presentations for open enrollment and client meetings.
  • Additional duties as assigned.
  • Adheres to applicable federal laws, rules, and regulations including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA).
Skills and experience you’ll need:
  • Must have an active Virginia Life & Health License.
  • Strong analytical and problem-solving skills.
  • Excellent verbal and written communication abilities.
  • Excellent multi-tasking and project management organizational abilities with high attention to detail.
  • Consistently pleasant and receptive phone manner and personal interaction.
  • Responsive engagement with clients, carrier representatives, Towne Benefits and TowneBank team members.
  • Practice client support with a high level of professionalism and integrity.
  • Ability to work independently and as part of a team.
  • Strong technical experience with Microsoft Suite (Word, Excel, Outlook, PowerPoint)
Bonus points if you have:
  • 2-3 years of experience in the employee benefits or related industry preferred.
  • Bachelor’s degree preferred in business, finance, accounting, or computer science.
  • Comfortable with public speaking, presenting to clients, and conducting in-person meetings.
  • Strong problem-solving skills and ability to concisely investigate, interpret, and resolve client and carrier questions, disputes, or complications with minimal supervision.
What we offer:

We believe a business culture that supports a healthy, safe work environment does so by offering robust benefits, programs, and resources to keep colleagues engaged and productive, including:
  • Excellent growth and advancement opportunities
  • Competitive pay based on experience
  • Health, vision, dental, and Employee Assistance Program
  • Paid time off to include holidays, PTO, sick leave, and bereavement
  • Profit Sharing
  • Continuing education opportunities
  • 401K & Employer Matching
  • Employee discounts
  • Identity theft protection
  • Tuition Reimbursement
  • Paid Training Opportunities
  • Paid Parental Leave
  • Wellness Plan
  • Volunteer Opportunities


Serving Others. Enriching Lives.

Our member-centric approach empowers our team members to build lasting relationships with the businesses, families, and communities we serve, leading to opportunities and bright futures for our dedicated insurance professionals.

We value and respect the impact our colleagues make every day both inside and outside our organization. We encourage professional and personal development and embrace a culture that celebrates and promotes the diverse talents, backgrounds, and perspectives of our colleagues and members.

#LI-SO1

#insurance

#LI-Hybrid

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

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