Client Service Specialist

Company:

Marsh McLennan Agency

Description:

Job Summary

Build and maintain professional rapport with clients, vendors, and teammates by providing superior internal and external service support. Provide and/or coordinate the delivery of products and services to the client, other client service team members, and Producers.

 

Essential Duties and Responsibilities

The following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

·       Prioritize and process new and renewal business within timelines and quality standards, including updating and maintaining information in the client management system.

·       Analyze client needs through research, determining appropriate course of action, recognizing potential problems, and escalating as appropriate.

·       Provide clients with timely information including plan information, rates, contributions, and carrier contacts.

·       Set up policy notebooks for delivery to the client; assemble proposals and other presentations for client and prospect meetings.

·       Demonstrate positive, motivated behavior by providing support and seeking guidance through teamwork and communication.

·       May be asked to lead a team of client service representatives as a mentor, guide, and/or trainer based on office needs and teammate requirements.

·       Assist in preparation of new and renewal proposals, stewardship reports, service plans, and comparisons; demonstrate creativity in presentation style.

·       Support service and production teams in reaching overall agency revenue and retention goals.

·       Maintain daily client processing functions such as endorsements, policies, audits, pending cancellations, and ID cards.

·       Assist with all aspects of marketing, as needed.

·       Assist clients with direction or implementation of appropriate internal resources, including but not limited to McGriff Employee Benefit Solutions (MEBS).

·       Take, report, and monitor claims (if applicable).

·       Document member and client communications in the client management services tool according to department standards.

·       Prepare presentations, spreadsheets, direct bill documentation, accounting discrepancy communications, and other materials based on the needs of the internal team and clients.

·       Assist clients with claims resolution.

·       Participate in company-sponsored seminars, training workshops, and webinars to enhance industry knowledge and education.

·       Perform other duties and responsibilities as assigned by management.

 

Qualifications

Required Qualifications

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·       Assignment based primarily on the individual’s minimal level of experience and production capacity to service a midsize book of business.

·       High school diploma or equivalent.

·       Demonstrated proficiency in computer applications such as Microsoft Office Suite.

·       Strong organizational and project management skills.

·       Strong communication and interpersonal skills (written and verbal).

·       Act with responsiveness, urgency, and professionalism in all matters.

·       Prioritize work to achieve timely completion of the most critical and sensitive activities.

·       Respond quickly to client requests and provide appropriate information.

·       Accept accountability for the quality of work.

Preferred Qualifications

·       3-5 years of industry-specific experience.

·       LOB designations.

·       College degree or advanced degree.

 

Work Environment and Physical Demands

·       Ability to use a computer keyboard and sit in a stationary position for extended periods, as well as use office equipment such as fax machines, copy machines, and telephones.

·       Work is performed in a typical interior/office work environment.

·       Occasional travel to client sites may be required, usually within driving distance.

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The applicable base salary range for this role is $41,200 to $76,800.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.