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Client Relations Coordinator in New Berlin, WI at AF Group

Date Posted: 12/3/2018

Job Snapshot

Job Description

United Heartland - New Berlin, WI


The Client Relations Coordinator will perform a broad range of complex duties to support United Heartland's customer experience strategies. This individual will be proficient with our Risk Management Information System (RMIS) and assist agents, customers, and employees with complex reports and information, provide RMIS training to select agents, customers and employees via telephone, WebEx or other software solutions. Concurrently, this individual will provide internal support to the Client Relations Consultant team and managerial staff with maintaining workflow and technical support relating to RMIS, developing complex reports, and ensuring new insured's have a smooth transition to United Heartland. This individual will also support the Lead Operations Training Specialist with development and presentation of internal training programs and internal and external training resources. This role will review all UH marketing and external presentations on a yearly basis and work with AF Group for updating as needed.


This position will report to the Director of Strategy and Customer Experience with direct oversight by the Lead Operations Training Specialist with regard to any assigned training responsibilities.

  • Supports multiple Client Relations Consultants and Specialists in the following ways:
    • Prioritizes and manages information and incoming/outgoing requests, keeping stakeholders updated as necessary.
    • Researches, compiles and prepares documents, resources and presentations, briefing Client Relations Consultants regarding content.
    • Assists in the coordination of client visits and preparation of meeting materials.
    • Acts as back up to Client Relations Consultants/Specialists for receiving and handling incoming calls and emails, handling priority matters and referring to appropriate person and/or management as necessary.
  • Supports United Heartland's RMIS system in the following ways:
    • Provides support related to RMIS application including documenting and reporting metrics such as usage and licenses, investigating and ensuring fixes to system glitches, managing users, creating advanced report packages and more.
    • Supports report development for both internal and external customers.
    • Oversees day-to-day functioning of the RMIS application. Advises the department director on needs, improvements or changes.
    • Creates relevant training, documentation or resource guides/videos as needed
    • Works with vendor, Origami, to communicate United Heartland system needs
  • Assists and provides support with identified customer experience strategy projects.
  • Develops and maintains department resources and informational databases.
  • Assists Lead Operations Training Specialist in designing/developing/updating training plans/curriculum.
  • Conducts training, as appropriate.
  • Adheres to the Employee Code of Ethical Conduct and completes other duties and special projects as requested.
  • Designs and develops standard and ad hoc queries and reports in both RMIS and Excel as needed.
  • Analyze both numeric and non-numeric data to identify trends, problems and propose solutions
  • Designs and develops queries for reporting and special projects
  • Conceptualizes and designs multi-system reports Responsible for various other daily, weekly, and monthly tasks that are or become relevant to department.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.


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