General Description: Provide a high level of customer service and client retention. Demonstrate thorough knowledge of all programs, client base, and systems. Maintain a working knowledge of all operations in the department. 
Responsibilities: • Professionally handle all incoming and outbound client calls. Includes documenting, researching, completing forms, and following up as needed.  • Work with customers and carriers to resolve claims issues for assigned clients.• Process all incoming work volume within the established goals and parameters. • Review pending client issues to ensure completion and follow up on open items. Includes acknowledgement within 24 hours and follow-up/resolution within 3 business days.• Contribute to the team’s customer service phone goals for Average Speed of Answer and Abandonment Rate.• Consult with assigned clients on annual open enrollment renewal. Includes options and alternative carriers.• Assist with accounting related tasks. Includes contacting clients with delinquent and non-payment accounts to obtain payment. Generate billing discrepancies reports and correct billing errors.• Assist account executives and sales producers with client issues and sales support tasks.• Support assigned team in new business case implementation and/or existing customer changes. Includes assistance as needed with set up of ancillary accounts.• Complete outreach calls to new clients during their transition to USI, including:        • Proactively contact for renewal and retention of all assigned accounts.         • Follow-up with clients requesting cancellations.        • Provide monthly report of accounts, including cancellation reason.• Demonstrate thorough knowledge of all assigned clients. Includes key contacts within a company or association, product lines, and processing procedures.• Make scheduled courtesy calls to assigned accounts.• Maintain strong relationships with carriers.• Advise management of escalated system issues affecting retention and service levels. 
Knowledge, Skills, and Abilities:• 2 years + of insurance experience.• High school diploma or equivalent required.• Must hold a current insurance license or willing to obtain.  • Comfortable with internet-based programs and Microsoft Office products.  • Detail oriented and prioritizes accuracy. • Strong verbal, written, and interpersonal communication skills.  • Strong organizational, multi-tasking, and prioritizing skills.  • Ability to work in a team environment and across all organizational levels. • Ability to be flexible and adaptable to changing priorities and deadlines. • Ability to follow policies, procedures, and regulations.  
#LI-CG3