Job Description
About the position
The Client Service Representative I serves as the primary contact for clients, policyholders, and agents/brokers, providing ongoing service and support related to plan structures, renewals, and policy issues. This entry-level position requires knowledge of SSLICNY procedures and New York State Workers' Compensation Board regulations, with a focus on building and maintaining positive client relationships. The role involves responding to customer inquiries, managing account information, and ensuring a seamless client experience through effective communication and collaboration with internal teams.
- Responsibilities
- Serve as the main contact for clients, policyholders, and agents/brokers for ongoing service. ,
- Provide education to clients on Standard Security processes, policies, and procedures. ,
- Respond to customer inquiries regarding coverage questions, billing issues, and status updates. ,
- Work closely with resolution specialists in billing and other internal departments. ,
- Maintain thorough knowledge of all service activities associated with assigned clients. ,
- Address inbound/outgoing calls providing customer service to policyholders, employees, and brokers. ,
- Process new business applications into the database (PolicyNet). ,
- Communicate information clearly to callers. ,
- Follow up on customer inquiries as needed. ,
- Resolve a variety of questions and inquiries for customers with manager support. ,
- Maintain adherence to all department standards and policies. ,
- Manage assigned agency book(s) of business and relationships with clients. ,
- Protect confidential employer and producer information. ,
- File supporting documents electronically for policy changes. ,
- Maintain account management database (PolicyNet) for assigned clients. ,
- Support client and broker reporting requests. ,
- Facilitate website new user access and troubleshoot user issues. ,
- Participate in departmental and organization-wide projects to enhance service and efficiency.
- Requirements
- High School Diploma required. ,
- Related experience preferred. ,
- Exceptional customer service skills and strong consulting/negotiation abilities. ,
- Product/maintenance knowledge with operational effectiveness preferred. ,
- Strong written and verbal communication skills. ,
- Ability to build and maintain collaborative working relationships. ,
- Planning and organization skills with the ability to multi-task. ,
- Proven analytical skills and ability to prioritize customer queries. ,
- Ability to adapt to change and work in a dynamic environment. ,
- PC skills using MS Office (Word, Excel, and Outlook). ,
- Knowledge of group insurance products and services preferred. ,
- Understanding of state regulations related to group plans preferred. ,
- Knowledge of underwriting principles and practices preferred. ,
- Ability to travel up to 10%.
- Nice-to-haves
- Knowledge of group insurance products and contracts. ,
- Understanding of state regulations related to group plans. ,
- Knowledge of underwriting principles and practices.
- Benefits
- Annual performance bonus for all team members. ,
- Generous 401(k) company match that is immediately vested. ,
- Choice of three medical plans with prescription drug coverage. ,
- Company contribution to Health Savings Account for High Deductible Health Plan enrollees. ,
- Multiple options for dental and vision coverage. ,
- Company provided Life & Disability Insurance. ,
- Paid Parental Leave & Adoption Assistance. ,
- Hybrid work arrangements for eligible roles. ,
- Tuition Reimbursement and Continuing Professional Education. ,
- Paid Time Off, volunteer days, and Employee Assistance Program.
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