SUMMARY\n\nThe Client Relations Specialists (CRS) ensure customer satisfaction for our larger multi-location accounts that have multiple loss control and claims contacts. The role is for the TCC department. The Client Relations Specialists act as a liaison between AF Group, the agent and the account, and work with the agent as a vital partner to be more responsive to customer needs. This role is responsible for being a central point of contact for accounts, leading and participating in proactive customer outreach efforts to monitor customer satisfaction and ensure retention of our accounts. The Client Relations Specialists will collaborate with all internal resources assigned to and engaged with accounts. These individuals will be proficient with Riskview and assist agents, customers, and employees with complex reports and information, provide Riskview training to select agents, customers and employees via telephone, WebEx or other software solutions.\n\nESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.\n\n * This role involves maintaining ownership of assigned accounts with communication, problem-solving and Riskview support and reports. \n * Act as the main contact / Riskview support person for large multi-location accounts and agents.\n * Maintain contact with assigned accounts to ensure strong client relationships that result in soaring levels of satisfaction, loyalty, retention, and adoption of AF Group services. \n * Coordinates and conducts training on use of internal AF Group website and AF Group Risk Management Information System (RMIS) via Webinar, Lync, or other software, and in person where needed.\n * Coordinates and facilitates mid-term meetings and create documents; help ensure internal alignment.\n * Coordinates claim review meetings and create documents.\n * Responsible for driving customer satisfaction and retention through strong, proactive issue resolution, anticipation of future customer needs and open communication channels with customers and AF Group service teams. \n * Consistently communicates with account service teams and agents when needed.\n * Contacts customers at predetermined and agreed upon frequency to conduct a 'pulse check' on the customers to assess their current level of satisfaction, to learn about their business, and to uncover any potential opportunities for either improving current tools/services or identify opportunities.\n * Responsible for training and oversight of large client needs and use of AF Group RMIS via Lync, Webex, or other such software, and in person where needed.\n * Acts as back up to Client Relations team for receiving and handling incoming calls, handling priority matters, and referring to management as necessary.\n * Provides support related to RMIS application which includes account and licensing reconciliation. \n * Provides RMIS support, training, and report development for both internal and external customers.\n * Composes, types, and edits correspondence in response to incoming mail, calls and other situations as necessary.\n * Develops and maintains filing systems, informational databases and repository and generates reports as requested.\n\nAdditional Senior Client Relations Specialist Responsibilities:\n\n * Facilitates claim review meetings and mid-term meetings.\n * May visit customers at predetermined and agreed upon frequency to conduct a 'pulse check' on customers.\n * Assists Corporate Marketing in identifying the need for marketing materials to be used for key clients and distribution partners. \n * Participates in prospecting new business and supports agency expansion.\n * Handles and leads more complex meetings, presentations, and training with clients.\n * Assist with establishing a strategic account plan and expectations with the client.\n * Assist with managing the overall customer lifecycle by acting as a key contact for accounts, ensuring strong client relationships that result in soaring levels of satisfaction, loyalty, retention and adoption of AF Group services.\n\nEDUCATION AND EXPERIENCE \n\nRelevant combination of education and experience may be considered in lieu of degree.\n\nClient Relations Specialist:\n\n * Bachelor's degree in business administration, Marketing, Management, Insurance, or related field required.\n * Three (3) years of business (with responsibility for or interaction with the business' insurers), insurance or related filed experience, or equivalent combination of education and experience required. \n * Three (3) years customer service experience or equivalent required. Prior experience in an insurance office setting preferred.\n * Continuous learning, as defined by the Company's learning philosophy, is required.\n * Previous knowledge of and experience with insurance agencies, the insurance industry or the organization, company and departmental policy and procedures preferred. \n * Certification or progress toward certification is highly preferred and encouraged.\n\nSenior Client Relations Specialist:\n\n * Bachelor's degree in business administration, Marketing, Management, Insurance, or related field required.\n * Five (5) years of business (with responsibility for, or interaction with, the business' insurers), insurance or related filed experience, or equivalent combination of education and experience required. \n * Five (5) years of customer service experience or equivalent required. Prior experience in an insurance office setting preferred.\n * Continuous learning, as defined by the Company's learning philosophy, is required.\n * Previous knowledge of and experience with insurance agencies, the insurance industry or the organization, company and departmental policy and procedures preferred. \n * Certification or progress toward certification is highly preferred and encouraged.\n\nQUALIFICATIONS\n\nTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.\n\nOTHER SKILLS AND ABILITIES \n\n * Excellent oral and written communication skills, including report writing skills are essential.\n * Excellent customer service skills required.\n * Knowledge of Professional Communications including phone skills, punctuation, spelling and grammar.\n * Excellent analytical skills to identify improvement needs and develop solutions.\n * Sound critical thinking and judgement skills\n * Proficient in MS office (Word, Excel, Outlook) - advanced skills preferred.\n * Excellent organizational skills.\n * Confident and persuasive with strong oral/written communication, interpersonal and customer service skills are essenti To view the full job description please use the link below. https://www.aplitrak.com/?adid=YmJnZW5lcmljLjg3MzUzLjEyMjQ4QGFmZ3JvdXBjb21wLmFwbGl0cmFrLmNvbQ
