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Client Relations Specialist in New Berlin, WI at AF Group

Date Posted: 1/12/2019

Job Snapshot

Job Description

United Heartland -



SUMMARY:

United Heartland is a strong competitor in the WC industry and is well known for their high touch service model. The Client Relations Specialist (CRS) will ensure customer satisfaction for our larger multi-location accounts that have multiple loss control and claims contacts. The CRS will act as a liaison between United Heartland's service team and those accounts. This role is responsible for being a central point of contact for accounts, leading and participating in proactive customer outreach efforts to monitor customer satisfaction, and ensure retention of our accounts. The CRS will collaborate with all internal resources assigned to and engaged with accounts. This individual will be proficient with Riskview and assist agents, customers, and employees with complex reports and information, provide Riskview training to select agents, customers and employees via telephone, WebEx or other software solutions. This individual will provide internal support to the Client Relations Consultant team.



RESPONSIBILITIES/TASKS:

  • This role involves maintaining ownership of assigned accounts with communication, problem-solving and Riskview support, providing general back-up and support to the Client Relations team and all Riskview users. This position will report to the Director of Strategy and Customer Experience with direct oversight by the Lead Client Relations Consultant.
  • Act as the main contact / Riskview support person for large multi-location accounts.
  • Maintain contact with assigned accounts to ensure strong client relationships that result in soaring levels of satisfaction, loyalty, retention and adoption of United Heartland services.
  • Coordinates and conducts training on use of internal UH website and UH Risk Management Information System (RMIS) via Webinar, Lync or other software.
  • Coordinates mid-term meetings and create documents; help ensure internal alignment.
  • Coordinates claim review meetings and create documents.
  • Responsible for driving customer satisfaction and retention through strong, proactive issue resolution, anticipation of future customer needs and open communication channels with customers and United Heartland service teams.
  • Consistently communicate with account service teams and agents; escalated issues that need to involve the agency to Client Relations Consultants or underwriters.
  • Contacts customers at predetermined and agreed upon frequency to conduct a basis 'pulse check' on the customers to assess their current level of satisfaction, to learn about their business, and to uncover any potential opportunities for either improving current tools/services or identify opportunities.
  • Responsible for training and oversight of large client needs and use of UH RMIS via Lync, Webex or other such software.
  • Provide backup for Client Relations Coordinator during high volume months and PTO
  • Acts as back up to Client Relations Consultants for receiving and handling incoming calls, handling priority matters and referring to appropriate Client Relations Consultants and/or management as necessary.
  • Provides support related to RMIS application which includes account and licensing reconciliation.
  • Provides RMIS support and report development for both internal and external customers.
  • Composes, types and edits correspondence in response to incoming mail, calls and other situations as necessary.
  • Develops and maintains filing systems, informational databases and repository and generates reports as requested.

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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