The client support specialist jobs are often the first contact with clients and are primarily responsible for providing effective customer service to clients in response to inquiries, concerns, and requests about products and services that are received from a number of communication channels. By using active listening skills, client support specialists will ascertain the reason the client is contacting the company and provide him/her with a resolution resulting in positive client experience while building and maintaining relationships. Much of the service conducted for clients is that which requires a license or extensive product/service knowledge.
- Obtains/maintains applicable license(s) and/or designations; continues education as required to maintain the license.
- Acts as seller of products: explains different offerings, writes applications, submits policies to underwriting, and potentially services that customer for the life of the policy. Contacts that customer with new products and/or services offerings as an agent would.
- Receives applications (may be from an incoming client or agent in the field) and completes the application process via the phone. Provides quotes and bond coverage on new business applications or assists agents with the development of quotes and illustrations, as needed. Makes changes on existing policies, as needed.
- Handles simple claims with low dollar exposures under the general direction of a supervisor.
- Communicates with involved parties; reviews/determines coverage; investigates, as needed; sets/monitors/revises reserves; and resolves claims, as needed.
- Produces certificates of insurance, as needed.
- Assists agents in navigating agent portals to develop quotes and illustrations to put the business on the books.
- Manages large amounts on incoming service inquiries received through a variety of communication channels. Handles or escalates client complaints, directing unresolved issues to the appropriate resource.
- High school diploma or a GED.
- Willingness to obtain an applicable license.
- Up to one year of customer service or call center experience.