The Client Account Specialist will focus on high-level customer service both internally and externally. The position
supports producers in a variety of tasks and requires the ability to handle multiple job functions simultaneously. The
Client Account Specialist is expected to take initiative in order to service the customer in the best possible manner,
provide general administrative services to ensure policy compliance and facilitate processing of essential policy
Manage workflow between producers, clients and various Credit Insurance Carriers and produce necessary
documentation with a focus on accuracy, organization and prompt response. This position requires an
individual who takes ownership of their work with initiative and pride.
Provide high level customer service to internal and external clients by processing new and renewal applications
quickly and efficiently. Facilitate training of clients with regards to reporting requirements, on line systems available
from their carrier and other policy related requirements. Facilitate responses from carriers and producers as
needed to provide answers to compliance related questions. As necessary, tactfully notify clients of payments due
to carriers and One Source.
Input requests expeditiously. Search for customer history, work closely with client and supporting departments to
obtain the necessary information to expedite the processing of the requests, as needed.
Provide excellent External Client Service by answering inbound calls utilizing a customer service orientation and to
assist in all areas of customer service to ensure policy compliance. Additionally, reach out to customers via phone
calls and email correspondence on a regular basis to ensure relationships are both maintained and nurtured. This
position also requires an individual who desires to periodically visit clients with producer to establish, maintain and
nurture the relationship with client.
Provide Internal Client Service by working jointly with his/her assigned agents to develop a team approach for
achieving the gross written revenue objectives; entering detailed and accurate information into internal database;
Maintaining client documents and email files with very diligent client follow up.
Utilize with proficiency Microsoft Office Suite of programs and multiple internal IT systems and multiple carrier
systems to maintain accurate, consistent, up to date records and files. Making thorough and accurate internal
database entries from Prospect to Policy, as well as policy maintenance entries. Accurate record keeping of
Annually, as part of One Source’s on going process improvement goals, identify, initiate, develop, coordinate and
lead a process improvement initiative that will make a direct and positive impact on the efficiency of the Client
Services group and/or One Source.
Some minor travel required for client visits and corporate events, less than 5%
Preferred Qualifications and Competencies:
College degree desired
Minimum 2 years experience in a customer service focused environment
Strong Math skills, organizational skills and positive attitude
High attention to detail
Ability to thrive in a task and deadline driven environment
Computer literate with proficiency in Microsoft Office Suite of Products (Word, Excel,
Proven ability to manage multiple work functions in a high volume demanding setting with
urgency and accuracy
Strong Team Player
Bilingual (written/verbal) in Spanish preferred
Uses Critical thinking and problem solving skills to solve difficult problems effectively; thinks
outside the box and probes all available resources for answers; is analytical, looks beyond the
obvious and does not stop at the first attempt. Does this while working within processes and
E&O compliance requirements.
Incorporates technical knowledge with business requirements in assessing project scope and
requirements while remaining sensitive to deadlines. Picks up on technical things quickly; can
adapt to change and enjoys learning.
Manages Multi-tasking in a highly time sensitive environment and is able to adjust priorities with
short notice. Excellent oral and written communication skills.
Relates well with others both inside and outside the organization; builds appropriate rapport and
constructive relationships; uses diplomacy, professionalism and tact; demonstrates respect with
all colleagues and management; can resolve any workplace conflict in a professional manner
and through the correct organizational process.
Must have a cooperative and flexible approach to situations and be willing and able to adapt as
processes and systems change.