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Client Support Specialist
Detroit, MI
Job Description
Job Summary
Processes daily accounting transactions, maintains and balances the field office account and daily balances the office cash. Monitors and audits open accounts items for proper placement and balances bank statements and postage accounts. Accepts and processes millions of dollars in deposits from sales representatives and directly from policyholders. Assist in conservation efforts by contacting policyholders by telephone following the Company processes and guidelines. Completes appropriate policy transactions, thoroughly reviews and validates output to ensure accuracy. Promptly answers incoming telephone calls while being courteous and professional. Ensures processing techniques are compliant with clerical processing guidelines. Researches inquiries and provides prompt and accurate service to internal and external customers. Supports the overall goals of the office.
Position Responsibilities:
Selection Criteria:
Educational Requirements:
Computer skills and knowledge of hardware & software required:
Certification & licenses (i.e. Series 6 & 63, CPA, etc.):
Position Demands:
Processes daily accounting transactions, maintains and balances the field office account and daily balances the office cash. Monitors and audits open accounts items for proper placement and balances bank statements and postage accounts. Accepts and processes millions of dollars in deposits from sales representatives and directly from policyholders. Assist in conservation efforts by contacting policyholders by telephone following the Company processes and guidelines. Completes appropriate policy transactions, thoroughly reviews and validates output to ensure accuracy. Promptly answers incoming telephone calls while being courteous and professional. Ensures processing techniques are compliant with clerical processing guidelines. Researches inquiries and provides prompt and accurate service to internal and external customers. Supports the overall goals of the office.
Position Responsibilities:
- Processes incoming payments, preparing daily bank deposits and balancing cash on hand with the ACE/BACC system. Maintain office accounts, balancing at the end of each month.
- Champions the client retention process through the use of Company reports and partners with the sales associates and management to conserve policies.
- Responsible for resolving inquiries received via telephone, email or written correspondence from agents and external customers.
- Initiates processing policyholder requests such as loans, dividends to pay premiums, partial surrenders and death claims. Ensures requests are compliant with policy provisions and clerical processing guidelines.
- Proactively seeks resolution to client issues; uses solid judgment in recognizing the need to escalate situations to the clerical management team.
- Works closely with the district supervisor to address workload balancing and resource allocations to support the needs of other offices and realize potential synergies among the offices.
- Accurately anticipates resource changes required to support changes in staffing or workload. Plans ahead to accommodate such changes without impact to the service levels or Company goals or objectives.
- Develops and maintains a positive working relationship with sales management and sales representatives as well as internal and external clients.
- Fosters a culture in the district that promotes open communication, integrity, professionalism, teamwork and a sense of urgency.
- Maintains product and procedural knowledge.
- Performs other duties as assigned by management.
Selection Criteria:
- Possess excellent verbal and written communication skills with the ability to successfully interpret and communicate business needs between field and home office in a clear and concise manner. Will be expected to provide examples of written work such as correspondence, reports, etc.
- Demonstrated experience in customer service, identifying client problems/issues, providing and initiating effective solutions. Effectively articulating information to clients in an empathetic and understanding manner to resolve customer concerns/inquiry
- Proven experience coordinating multiple assignments and completing assigned tasks accurately and on a timely basis. Expected to cite examples of organization skills and methods used to manage or prioritize workload demands.
- Possesses and displays a strong attention to detail.
- Demonstrated ability to effectively interact and communicate with all levels of staff and management.
- Must provide examples from work experience demonstrating flexibility to meet department and customer needs.
Educational Requirements:
- High school diploma or equivalent
Computer skills and knowledge of hardware & software required:
- Working knowledge in Microsoft word processing and spreadsheet applications.
Certification & licenses (i.e. Series 6 & 63, CPA, etc.):
- None required.
Position Demands:
- Extended hours required during peak workloads or special projects.
- Willingness to travel as needed and occasionally to areas outside the territory normally assigned.
Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
Open
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