Job Title: Client Service Specialist (Field)
Reports to: Client Service Manager
Job Summary
Build and maintain professional rapport with clients, vendor and teammates by providing superior internal and external service support. Work as a supportive member of the sales and service teams.
Essential Duties and Responsibilities
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
- Process new and renewal business within timelines and quality standards, including updating and maintaining information in the client management system.
- Escalate issues of increased complexity, according to department standards, to the applicable internal contact.
- Provide clients with timely information including plan information, rates, contributions, and carrier contacts.
- Set up policy notebooks for delivery to client; assemble proposals and other presentations for client and prospect meetings.
- Address and resolve client questions and issues.
- Assist in preparation of new and renewal proposals; stewardship reports; service plans; comparisons, and demonstrates creativity in presentation style.
- Support service and production team in reaching overall agency revenue and retention goals.
- Maintain daily client processing functions such as endorsements, policies, audits, pending cancellations, ID cards.
- Assist with all aspects of marketing, as needed.
- Take report and monitor claims (if applicable).
- Document member and client communications in the client management services tool according to department standards.
- Prepare presentations, spreadsheets, direct bill, accounting discrepancies and other communications based on the needs of the internal team and clients.
- Assist clients with claims resolution.
- Participate in company sponsored seminars, training workshops and webinars to enhance industry knowledge and education.
- Other duties and responsibilities assigned by management.
Qualifications
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Assignment based primarily upon the individual's minimal level of experience and production capacity to service a midsize book of business
- High school diploma or equivalent
- Demonstrated proficiency in computer applications such as Microsoft Office Suite
- Demonstrate strong organizational and project skills
- Strong communication and interpersonal skills (written and verbal)
- Act with responsiveness, urgency and professionalism in all matters
- Prioritize work to achieve timely completion of the most critical and sensitive activities
- Respond quickly to client requests and work to provide appropriate information
We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. Marsh & McLennan Agency offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: http://marshmma.com/careers.