Job Description:

Under moderate supervision, provide clients with world class customer service through exceptional communication (both verbal and written) and accurately process insurance documents and client requests utilizing data entry skills, support client’s service needs including responding to emails, phone calls etc. Client Service Analyst (CSA) must accurately process account information utilizing computer keyboarding skills. While you may have primary responsibilities in specific areas, CSA are expected to perform any tasks assigned and as business needs dictate, including assisting in the servicing of incoming and outgoing calls from clients, vendors, agents and/or brokers. Reports to: Service Consultant/Service Center Manager Examples of Duties and Responsibilities: Typical tasks and assignments include but not limited to the following: • Provide exceptional customer service by responding to client requests, via phone and email • Receive oral/written instructions as to work assignments, which may include working other accounts not typically assigned to their team; • Review/Audit client reports for deficiencies and compliance issues; • Use Microsoft Excel/ Office to perform review of client accounts; • Maintain accuracy and performance standards for data input; • Apply learned customer service skills to accurately provide status to clients, vendors, agent/brokers, and update the Ebix RCS systems accordingly; • Show ability to comprehend insurance policies, cancellations, reinstatements, endorsements, reports, Ebix RCS website and applications, and other insurance related documents; • Process insurance documents into computer software system, within acceptable guidelines for accuracy and timeliness; • Identify and report to supervisor any systems issues and client related problems; • Be able to learn cross-training in other client groups; • May assist in service of inbound/outbound phone calls with clients, vendors, agents/brokers and answer basic questions for compliance of account; • Have confidence to make appropriate decisions to serve their clients. Physical Requirements: • Able to sit up straight for long periods of time; • Able to operate a computer terminal for a minimum of 8 hours per day; • Able to sit at desk for long periods of time. Accountability: • Meet established attendance and performance standards; • Communicate with clients in appropriate and professional manner; • Demonstrate appropriate document control and achieve timely processing of assigned work with attention to detail and quality; • Show ability to notify and work with Service Consultants to identify any additional training that may be needed, including other issues, and/or concerns.