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SUMMARY

The Client Relations Specialists (CRS) ensure customer satisfaction for our larger multi-location accounts that have multiple loss control and claims contacts.  The role is for the TCC department. The Client Relations Specialists act as a liaison between AF Group, the agent and the account, and work with the agent as a vital partner to be more responsive to customer needs.  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 Client Relations Specialists will collaborate with all internal resources assigned to and engaged with accounts.  These individuals 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1. This role involves maintaining ownership of assigned accounts with communication, problem-solving and Riskview support and reports. 
2. Act as the main contact / Riskview support person for large multi-location accounts and agents.
3. Maintain contact with assigned accounts to ensure strong client relationships that result in soaring levels of satisfaction, loyalty, retention, and adoption of AF Group services. 
4. Coordinates and conducts training on use of internal AF Group website and AF Group Risk Management Information System (RMIS) via Webinar, Lync, or other software, and in person where needed.
5. Coordinates and facilitates mid-term meetings and create documents; help ensure internal alignment.
6. Coordinates claim review meetings and create documents.
7. Responsible for driving customer satisfaction and retention through strong, proactive issue resolution, anticipation of future customer needs and open communication channels with customers and AF Group service teams. 
8. Consistently communicates with account service teams and agents when needed.
9. Contacts customers at predetermined and agreed upon frequency to conduct a '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.
10. Responsible for training and oversight of large client needs and use of AF Group RMIS via Lync, Webex, or other such software, and in person where needed.
11. Acts as back up to Client Relations team for receiving and handling incoming calls, handling priority matters, and referring to management as necessary.
12. Provides support related to RMIS application which includes account and licensing reconciliation. 
13. Provides RMIS support, training, and report development for both internal and external customers.
14. Composes, types, and edits correspondence in response to incoming mail, calls and other situations as necessary.

15. Develops and maintains filing systems, informational databases and repository and generates reports as requested.

Additional Senior Client Relations Specialist Responsibilities:

1. Facilitates claim review meetings and mid-term meetings.
2. May visit customers at predetermined and agreed upon frequency to conduct a 'pulse check' on customers.
3. Assists Corporate Marketing in identifying the need for marketing materials to be used for key clients and distribution partners. 
4. Participates in prospecting new business and supports agency expansion.
5. Handles and leads more complex meetings, presentations, and training with clients.
6. Assist with establishing a strategic account plan and expectations with the client.

7. Assist with managing the overall customer lifecycle by acting as a key contact for accounts, ensuring strong client relationships that result in soaring levels of satisfaction, loyalty, retention and adoption of AF Group services.

   EDUCATION AND EXPERIENCE 

   Relevant combination of education and experience may be considered in lieu of degree.

Client Relations Specialist:

1. Bachelor's degree in business administration, Marketing, Management, Insurance, or related field required.
2. Three (3) years of business (with responsibility for or interaction with the business' insurers), insurance or related filed experience, or equivalent combination of education and experience required. 
3. Three (3) years customer service experience or equivalent required. Prior experience in an insurance office setting preferred.
4. Continuous learning, as defined by the Company's learning philosophy, is required.
5. Previous knowledge of and experience with insurance agencies, the insurance industry or the organization, company and departmental policy and procedures preferred. 
6. Certification or progress toward certification is highly preferred and encouraged.

Senior Client Relations Specialist:

1. Bachelor's degree in business administration, Marketing, Management, Insurance, or related field required.
2. Five (5) years of business (with responsibility for, or interaction with, the business' insurers), insurance or related filed experience, or equivalent combination of education and experience required. 
3. Five (5) years of customer service experience or equivalent required. Prior experience in an insurance office setting preferred.
4. Continuous learning, as defined by the Company's learning philosophy, is required.
5. Previous knowledge of and experience with insurance agencies, the insurance industry or the organization, company and departmental policy and procedures preferred. 

6. Certification or progress toward certification is highly preferred and encouraged.

   QUALIFICATIONS

   To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

OTHER SKILLS AND ABILITIES 

1. Excellent oral and written communication skills, including report writing skills are essential.
2. Excellent customer service skills required.
3. Knowledge of Professional Communications including phone skills, punctuation, spelling and grammar.
4. Excellent analytical skills to identify improvement needs and develop solutions.
5. Sound critical thinking and judgement skills
6. Proficient in MS office (Word, Excel, Outlook) - advanced skills preferred.
7. Excellent organizational skills.
8. Confident and persuasive with strong oral/written communication, interpersonal and customer service skills are essential. 
9. Project management, organization, attention to detail and multi-tasking skills required.
10. Ability to complete work within specified timeframes.
11. Ability to work effectively independently and with very little direction.
12. Individual must demonstrate integrity, good judgment, and be adaptable to changing circumstances.
13. Ability to maintain confidentiality of highly sensitive company information.
14. Ability to manage client relationships, especially sensitive issues and effectively problem solve.
15. Ability to interact with all levels of staff and management, and effectively exchange information clearly and concisely, articulate, and present ideas, report facts and other information, and respond to questions as appropriate.
16. Ability to effectively manage and facilitate multi-functional employee teams that are not direct reports.
17. Passion for innovation; comfort with ambiguity, and desire to learn quickly in a dynamic environment.
18. Ability to identify client needs by using effective listening and probing techniques.

Additional SKAs for Senior Client Relations Specialist:

1. Knowledge of multi-department insurance processes and programs.
2. Knowledgeable regarding changes in workers' compensation statutes, case law and rehabilitation efforts/advancements to accurately interpret and apply relevant laws.
3. Knowledge of insurance software systems. Knowledge of AF Group systems is preferred.
4. Advanced MS office (Word, Excel, Outlook) skills.
5. Ability to cultivate, develop and maintain mutually beneficial relationships with clients and working partners.
6. Ability to apply principles of independent logical, analytical thinking to define problems, collect data, establish facts, and draw valid conclusions.
7. Ability to continuously consider and evaluate ways to improve systems and processes as it relates to client support and retention.

8. Ability to research and understand client's business needs, identify trends, and understand their impact.

ADDITIONAL INFORMATION 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. This job description does not constitute a contract for employment.

PAY RANGE 

Actual compensation decision relies on the consideration of internal equity, candidate's skills and professional experience, geographic location, market, and other potential factors. It is not standard practice for an offer to be at or near the top of the range, and therefore a reasonable estimate for this role is between $56,700 - $94,900.

We are an Equal Opportunity Employer. We will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis. Nothing herein is intended to create a contract.

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