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Client Relations Specialist
5 months ago
JOB SUMMARY:
The Client Relations and Retention Lead in Student Insurance at Venbrook is pivotal in driving customer satisfaction and loyalty. This role serves as the primary contact for clients, establishing and nurturing strong relationships through exceptional service and communication. The lead is responsible for managing a service team to enhance client satisfaction, retain a robust client base, and strategically respond to client needs based on insightful data analysis and market trends. This position requires a blend of strategic thinking, leadership abilities, and a strong customer service orientation with a background in insurance. The ideal candidate will also oversee operational tasks and team performance, ensuring alignment with the company’s standards of commitment, communication, and comprehensive coverage. This role is essential for maintaining high service levels and fostering business growth through effective client management and retention strategies.
POSITION REQUIREMENTS:
Communication Skills:
•Demonstrates the ability to effectively communicate with diverse clients and team members. Possesses strong presentation skills, capable of addressing complex issues with clarity.
Problem Solving & Decision Making:
•Develops and implements strategies to enhance client retention and proactive service responses. Ensures effective resolution of client issues, considering both immediate solutions and long-term relationship impacts.
Customer Service:
•Maintains a client-centric approach in all interactions. Committed to high-quality service delivery through active communication and responsiveness. Utilizes service metrics to drive improvements and meet client needs effectively.
Interpersonal Skills:
•Builds and maintains strong relationships with clients and team members. Leads by example in fostering a team environment focused on meeting high service standards.
Strategic Thinking:
•Uses data and market trends to optimize client service strategies and team performance. Collaborates on the introduction of new service offerings to adapt to client needs and market demands.
Functional/Technical Expertise:
•Requires a strong background in customer service and account management, with a preference for candidates with insurance experience. A Life and Health License is preferred, or willingness to obtain it within 90 days of employment.
DUTIES/RESPONSIBILITIES:
•Acts as the primary liaison for all client service needs, ensuring high levels of client satisfaction.
•Manages and leads a service team to enhance customer satisfaction and retain a robust client base.
•Oversees the creation and implementation of service metrics and reports to assess and improve team and service performance.
•Trains and develops team members to uphold high standards of service delivery.
•Manages client interactions and presentations to support business retention and growth.
REQUIRED SKILLS/ABILITIES:
•Proven ability to lead and manage teams.
•Skilled in developing customer retention strategies.
•Excellent verbal and written communication skills.
•Strong analytical and problem-solving abilities.
•Ability to handle operational tasks effectively, maintaining a balance of 75% service-focused and 25% operational duties.
EDUCATION & EXPERIENCE:
•A college degree in Business Management, Insurance, or a related field is preferred.
•Insurance experience is highly preferred, especially in a client-facing role.
•Active California Life & Health License or wiliness to obtain in first 90 days
Salary Range 85k-95K
