Client Services Associate

Who We Are: Lenox Advisors brings together sophisticated solutions in wealth management and insurance services to high-net-worth individuals and their families. As a wholly owned subsidiary of NFP, an Aon company, we combine the culture of a boutique firm with the stability and backing of a large corporation to create an environment thats truly unique.

Job Summary: Supports the Relationship Manager by scheduling and coordinating activities and initiatives that facilitate the new policy and client service processes. The Client Services Associate must provide superior client service by identifying the clients wants and needs, acting on, and/or delegating items and following through to completion while keeping all parties informed throughout the process. This individual will also be responsible for assist with the planning and coordination of seminars.

Job Accountabilities:

Pre-Sale and New Business

• Assembles meeting preparation documents pertaining to the client/prospect prior to sales meetings, including but not limited to, illustrations, policy and product summaries, reports, presentations, and marketing packets.
• Performs all insurance underwriting duties, including preparation and completion of multi-life and individual disability, life, and long-term care applications.
• Schedule medical insurance exams and orders all Attending Physician Statements based on insurance underwriting guidelines.
• Follow up with the client and Relationship Manager during the underwriting process, keeps notes on the process and conversations in MOSAIC.
• Partners with the New Business team to manage all new business cases using MOSAIC as the system of record for status/notes/tasks and communicating with RM and clients as necessary.
• Participates in Relationship Manager/New Business case management calls.
• Reviews insurance policies and prepares them for delivery; follow up on delivery requirements when needed.
• Ensures Relationship Manager has appropriate Licensing and Appointments and works with internal contracting and licensing contact to obtain and renew licenses.
• Partners with Advanced Sales to obtain and/or generate the appropriate illustrations/one-pagers.

Client Services

• Processes all insurance policy service requests, including address, beneficiary/ownership changes, premium mode changes, and dividend option changes.
• Provides superior client service by identifying clients wants and needs, acting on, and/or delegating items and following through to completion, keeping all parties informed throughout the process.
• Coordinates all collateral assignments, death or disability claims, and fund allocation changes with the assistance of the Relationship Manager.
• Interacts daily with insurance carriers and vendors to ensure proper and timely execution of client service requests.
• Ability to follow through on a variety of requests and ability to create resolution on client and/or service-related matters.
• Creates client correspondence as needed according to the Lenox Style Guide.

Business Operations

• Responsible for greeting clients, fielding phone calls, reviewing incoming mail, managing office supplies, ordering client gifts, and maintaining client files.
• Manages the Relationship Managers calendar, scheduling and confirming client meetings, registering visitors with security, and booking conference rooms.
• Ensures data accuracy by regularly and routinely updating information in MOSAIC and maintaining client files. This includes, but is not limited to, fact find information and notes, case management (individual and MultiLife), task management, and client and policy information.
• Participates in occasional training and development sessions as directed by department(s) and Regional Manager.
• Partners with the Relationship Manager when participating in Lenox marketing campaigns, including MOSAIC list updates as well as updating client email addresses.

Seminar Planning & Coordination

• Partner with marketing and compliance to ensure we are following outlined procedures.
• Coordinate logistics including venue booking, catering, materials and technology set up.
• Develop event timelines, planning checklists and tasks.
• Manage seminar calendars and scheduling on behalf of the Relationship Manager.
• Handle registration process, maintain attendee list and track RSVPs.
• Provide on-site support, including registration check in and technical trouble shooting.
• Coordinate printing of presentation materials.
• Follow up communication- send thank-you notes to attendees, sponsors, and speakers.
• Manage budget for events and keep Relationship Manager informed of costs and charges.

Job Competencies: (knowledge, experience, skills & abilities and behaviors/attitudes)

Required Knowledge

• Knowledge of office equipment operations (copier, scanner, printers) and electronic calendaring programs (Microsoft Outlook).
• Familiarity with business principles and practices.
• Familiarity working with Client Database Management systems.
• Knowledge of Customer Service disciplines.

Required Skills/Abilities

• Excellent communication skills, both verbal and written (email, written memos, telephone, voicemail, etc.).
• Ability to interact with clients diplomatically and professionally.
• Strong attention to detail with the ability to prioritize multiple tasks in a fast paced sales environment.
• Ability to work independently and also to collaborate with teams.
• Proficient in Microsoft Outlook, Excel, Word and PowerPoint.
• Organizational, planning and critical thinking skills.
• Ability to multitask.

Required Behaviors/Attitudes

• Initiative.
• Team oriented; demonstrates a service attitude.
• Cares about delivering quality.
• Planning & Organizing.
• Confident / Assertive.
• Dependable.
• Take personal ownership for delivery of superior results; conscientious.
• Demonstrate strong commitment to meeting the needs of internal and external clients.

Education/Experience/License Requirements

• Education: High School Diploma Required; College Degree Preferred.
• Experience: 1-3 Years of Customer Service Experience; 3-5 Years of Industry Experience Preferred.

Career Path Considerations

• Average Time to Master Role: 1-2 Years; 3-5 Years; 5+ Years.
• Typical Next Job Move Choices After Mastering This Role:
• Senior Client Service Associate (Client Service Path)
• Financial Planning Associate (Financial Planning Path)
• Associate Case Manager (New Business Path)

What We Offer: Were proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others.

The base salary range for this position is $52,000.00 - $67,000.00. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

NFP and You... Better Together! NFP and Lenox Advisors is an inclusive Equal Employment Opportunity employer.