JOB REQUIREMENTS: SUMMARY The Client Relations Consultant, acting as a
liaison between AF Group, the agent and the account, will market our
excellent services aggressively and proactively work with the agent as a
vital partner to be more responsive to our largest customers' needs.
This role is responsible for leading and participating in proactive
customer outreach efforts to monitor customer satisfaction, retention
and enhance company growth. This individual will work very closely and
collaborate with all internal resources assigned to and engaged with
accounts. ESSENTIAL DUTIES AND RESPONSIBILITIES * Manage the overall
customer lifecycle by acting as the key AF Group face to the account,
ensuring strong client relationships that result in soaring levels of
satisfaction, loyalty, retention, and adoption of AF Group services. *
Coordinate service team account visits and create internal alignment *
Coordinates and conducts training on use of internal AF Group website
and AF Group Risk Management Information System (RMIS) * Coordinate and
facilitate mid-term meetings * Coordinate and facilitate claim review
meetings * Coordinate other meetings as necessary * Responsible for
driving customer satisfaction and retention through strong, proactive
issue resolution, anticipation of future customer needs and open
communication channels with AF Group. Resolve concerns between AF Group,
agent and/or insured. * Establish a strategic account plan and
expectations with the client. Set parameters, maintain internal
communication, and develop repository to allow internal viewing and
external updates. * Visits customers at predetermined and agreed upon
frequency to conduct a basis 'pulse check' on the customers to assess
their current level of satisfaction, to observe and learn about their
business, and to uncover any potential opportunities for either
improving current tools/services or identify opportunities. *
Responsible for balancing client needs and working with others in the
organization to make things happen, improve efficiency, and reshape
processes, projects, and people to meet business objectives and build
better experience for the client. * Accountable for gathering and
reporting the client's successes including goal attainment, qualitative
results, survey scores, customer testimonials and references in
conjunction with service team and use of AF Group RMIS. * Participates
in prospecting new business and supports agency expansion. Coordinates
key players both internally and externally and outline target dates for
activities. * Responsible for training and oversight of agency and
large client needs and use of AF Group RMIS * Working with Corporate
Marketing; identifies the need for and gathers marketing materials to be
used with key clients and distribution partners. * Review customer
satisfaction results and analyze trends. Provide recommendation to
increase satisfaction results. * Stays abreast of changes in workers'
compensation statutes, case law and rehabilitation efforts/advancements
in order to accurately interpret and apply relevant laws. * Performs
special projects, as assigned. * Maintains confidentiality of all
information processed. * Adheres to the Employee Code of Ethical
Conduct EDUCATION AND EXPERIENCE Relevant combination of education and
experience may be considered in lieu of degree. * Bachelor's degree in
Management, Business Administration, Marketing, Insurance, or related
field * A minimum of seven years in an insurance organization with
demonstrated technical knowledge in one or more of the following areas:
underwriting, marketing, loss control, auditing or similar knowledge tha
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