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:
o Proactively contact for renewal and retention of all assigned accounts.
o Follow-up with clients requesting cancellations.
o 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.  • Comfortable with internet-based programs and Microsoft Office products.  • Analytical ability with high attention to detail and 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.   

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