Job Description:

As the leader of a Client Services Team, you will offer excellent customer service by drawing on insurance experience to manage insurance verification processes for customers, utilizing sophisticated computer applications, the Internet and personal interaction. Monitor daily workload and manage client project priorities, communicating any changes to operations work groups as needed to get priority tasks accomplished. Provide customer service for incoming and outgoing calls from clients, vendors, agents and brokers. Accurately process client requests, certificates of insurance, and account information while utilizing data entry and phone skills. Apply appropriate leadership skills for your Client Services Team to achieve productivity, mail service levels, and accuracy. 1. Customer Service a. Handle Client Phone Calls. High Availability to Customers. • Point person for all contact with Client. Develop a strong relationship with Client that gains trust and confidence in their decision to use our services. b. Provide insurance related detail & explanation to Customer questions c. Act as liaison between Client & Vendor to relay insurance coverage related issues d. Streamline process for large vendors with multiple locations to achieve efficient work flow e. Guide Client Service Analyst: • Communicate with agents to clarify or verify information provided on certificates • Contact vendor via phone, email or letters to explain deficiency issue and what is needed in order to comply with Client requirements. • Mentor & Train new CSA so that they provide excellent customer service 2. Account Maintenance a. Waiver Requests, Financials, Cancellations, Reinstatements, and etc. b. Account Modification; Review of Deficiencies c. Account research, Data Repairs, General Documents, etc d. Email to Client and all related account tasks. e. Client Projects – monitor any client projects and ensure daily workload changes are made so that these are completed in a timely manner f. Client website expertise and maintenance • Review reports for accuracy • Field client calls regarding problems they are experiencing with the website (navigation, reports, data entry, etc.) g. New client implementations • Support Implementations team as needed • Review client spreadsheets, requirements, & business rules for accuracy • At startup, monitor all aspects of workflow to ensure correct account setup h. Audit Redbooks, create necessary updates per client correspondence and update Redbooks. 3. Quality Assurance / Auditing a. Review quality reports and provide feedback to Client Services Team b. Assist in QA administration as requested by supervisor 4. Employee Administration a. Address employee concerns or issues (including performance, attendance, tardiness, productivity, accuracy, etc.) following Ebix BPO procedures of coaching, verbal warnings, written warnings, and terminations. b. Review employment applications and conduct interviews according to Ebix BPO guidelines to make new hire recommendations. c. Complete timely performance reviews of team members. d. Complete timely performance reviews of team members – CSAs - including 90, 180 day and yearly reviews and recommending raises. 5. Data Entry, Letter Printing, Daily Reports, as needed 6. Relay to Marketing areas of potential revenue growth from clients or vendors for follow-up. 7. Performs other duties as deemed necessary and/or as assigned 8. Pursue professional and insurance growth. 1. Customer Service: Ensures all issues raised by Customer and Vendor are addressed to their satisfaction, per company standards, and in a timely manner. 2. Ensure that daily account maintenance tasks are handled per company standards & procedures. 3. Minimum Performance Requirements: a. Service Levels • Priority emails & faxes (hand delivers) – 24 hours • Emails, Faxes, Regular Mail, and Client Mail – 5 days b. Quality Assurance Evaluations: Review and complete within 1 week Has authority to perform the duties outlined in this job description. Has no monetary authority. Refer to supervisor for issues that involve client or operational issues (i.e.: special projects requiring lengthy time and multiple staff). 1. Sufficient blend of proven insurance knowledge, experience, coursework and credentials (which may include P&C producer’s license, CISR or similar credentials). College degree preferred. 2. Must be able to communicate professionally on the phone as well as in written correspondence. Emphasis on excellent customer service. 3. Very good typing & computer skills. 4. Able to work well under pressure to meet deadlines. 5. Must possess strong organizational skills