Client Service Specialist II

Job Summary/Objective

The Client Service Specialist II plays a pivotal role in ensuring that BBG’s clients receive timely and accurate assistance with complex claims, billing, and benefit-related inquiries. This position collaborates with all agency employees to facilitate a smooth renewal process and maintains effective communication with carrier representatives. The Client Service Specialist II is responsible for managing complex client inquiries, updating the client management portal, and providing support to other divisions as needed.

Essential Functions/Duties

The essential functions include, but are not limited to the following:
 

• Build and maintain strong relationships with clients, understanding their needs and preferences.  Maintain positive client relationship by delivering exceptional service.
• Support and engage in resolving complex concerns related to claims, billing, and benefit questions promptly and accurately. Researches and addresses any issues that arise, ensuring clients feel supported and satisfied with our services.
• Manage clients exclusively designated by the benefits consultant.
• Anticipate all client needs and offer proactive assistance. Attempt to stay ahead of potential issues, providing preemptive solutions and recommendations to all other BBG divisions.
• Collaborate closely with all other divisions at BBG to ensure the renewal process runs smoothly. Provide assistance as needed during the renewal process, contributing to the overall success of the team.
• Manage effective communication with carriers and clients to address client concerns and ensure a seamless client experience via phone, email, and other channels.
• Foster and deepen productive relationships with carrier representatives.
• Respond to all inquiries, both from clients and fellow agency employees, in a timely and accurate manner. Ensure that all communication is clear, concise, and helpful.
• Update the client management portal in a timely manner, ensuring that all client information is accurate and up to date.
• Attend team meetings to stay informed about carrier and agency operations and collaborate on strategies to enhance client service offerings.  Manage Open Enrollment eligibility changes and other team initiatives, as required.
• Ensure compliance with regulatory requirements and company policies in all client interactions.  Participate in ongoing training programs to enhance product knowledge, Federal and State compliance mandates, and changing regulations affecting client service.
• Advises clients on all federal and state compliance mandates and changing regulations when applicable.
• Notice trends in client concerns to determine if they are client specific or part of a larger issue.  When determined to be part of a larger issue, research and communicate those to internal teams or clients as affected.
• Support the enrollment and terms division with backlog and other tasks as requested on an as-needed basis. Contribute to the team’s efficiency by providing support during peak periods.

*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Skills and Abilities
 

• Possess an understanding of employee benefits programs, including knowledge of various benefit types, compliance with relevant regulations, and awareness of emerging trends and best practices.
• Provide empathetic and supportive assistance to clients and employees by being                 responsive to client needs and proactively seeking opportunities to enhance the client experience.
• Excellent written and verbal communication skills to effectively convey information clearly and transparently.
• Strong critical thinking skills to analyze complex scenarios and develop solutions for clients.
• Display a high level of attention to detail when entering data and reviewing documents to avoid errors and ensure data integrity.
• Familiarity and proficiency in using relevant software applications, including Customer Relationship Management (CRM) systems, Microsoft Office Suite, and other tools used for client management and communication.
• Detailed-oriented and organized with excellent project management abilities.
• Commitment to staying updated on industry trends, regulations, and best practices through attending training programs, earning relevant certifications, and participating in industry conferences or webinars.
• Adhere to ethical standards and maintain confidentiality when handling sensitive            employee and client information.

Education and Experience

Required:

• 4 to 7 years of previous industry experience in a customer support or account management position.
• High School Diploma/GED
• Virginia Life and Health Insurance License (can be obtained after hire)

*5 or more years of experience at BBG or in the insurance industry is required for the Senior Client Service Specialist II position.

Preferred:

• Experience in the employee benefits industry
• Associate or Bachelor’s Degree in Business Administration or a related field

Supervisory Responsibilities

This position does not have any supervisory responsibilities.

Travel Requirements

This position does not have any travel requirements.

Work Environment & Physical Demands

This position can be performed remotely, on a hybrid schedule, or full time in an office. The Client Service Specialist II operates within a professional work environment. The work environment is characterized by a collaborative and client-focused atmosphere, fostering teamwork and open communication. The work setting is equipped with modern technology and software necessary to perform job responsibilities effectively. The noise level for this position can range from low to moderate, depending on the specific work environment. 

The Client Service Specialist II may occasionally need to adapt to changing work demands, such as handling urgent client requests, participating in team meetings, or assisting colleagues during peak periods.

The Client Service Specialist II should be prepared to engage in a variety of activities that require physical effort and mobility:
 

• Sitting: A significant portion of the workday involves sitting at a desk while using a computer, handling paperwork, and communicating with clients and co-workers.
• Standing and Walking: If in the office, some tasks, such as attending in person meetings, interacting with colleagues, and moving within the office space, may involve standing and walking.
• Typing and Writing: This position requires frequent typing, data entry, and documentation. Effective written communication is essential for drafting emails, reports, and client communications.
• Lifting and Carrying: If in the office, the Client Service Specialist II may need to lift and carry files or documents, generally weighing up to 10 pounds.
• Telephone and Communication: This position involves significant telephone communication with clients, carriers, and team members, requiring clear and effective verbal communication.
• Visual and Auditory Abilities: The ability to read documents, analyze data, and view computer screens for extended periods is necessary. Good auditory skills are essential for effective communication via telephone and in-person conversations.
• Multitasking and Time Management: This position often involves managing multiple tasks simultaneously and prioritizing time effectively to meet client needs and deadlines.

Other Duties

The above job description is intended to describe the general nature and level of the work being performed by employees assigned to this job title.  This is not an exhaustive or comprehensive list of all duties, tasks, and responsibilities.  Employees will be expected to perform duties that do not appear on the job description.  Management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

EEO Statement

Patriot Growth Insurance Services is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, leave of absence, compensation, benefits, and training.

 

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