Job details
Job type full-time
Full job description
Who we are:
Lenox advisors brings together sophisticated solutions in wealth management and insurance services to high net worth individuals and their familiesAs a wholly-owned subsidiary of nfp corp., we combine the culture of a boutique firm with the stability and backing of a large corporation to create an environment that`s truly unique.
What you’ll be doing:
Provide technical guidance, information and procedural advice on a variety of complex customer service issues requiring knowledge of financial products and transactionsIdentify, recommend, and implement conservation approaches to enhance policy retention and improve persistencyRespond to telephone or electronic inquiries/service requests of the most complex natureProcess complex transactions within service standardsConduct research to complete the service requestIdentify other service opportunities and assess how to assist the client.
Resolve specialized/complex, high-impact service requests for multiple divisions/productsMay also resolve escalated calls and complex issuesProvide superior client service by identifying the client’s wants and needs, acting on, and/or delegating items and following through to completion while keeping all parties informed throughout the processMay require a life and health license at a later date after acclimated to the role.
This is a jrLevel role and does not consist of settling or collections of billing, but will provide outreach when the bill goes past due so that payment is made before the policy lapses (to retain policy).
We are offering a remote/work-from-home option while being able to work west-coast time zone hours 8:30-5:30pm pst/pdt.
Job responsibilities:
Premium retention:
Takes a proactive lead on conserving the relationship manager’s existing block of business by locating and notifying clients via phone or email of overdue insurance premiums.
Tracks all attempts and progress in mosaic and keeps the relationship manager and client service associate informed of problematic cases.
Interacts on a daily basis with clients, relationship managers, client service associates and internal mm departments to ensure proper and timely execution of client requests.
Informs clients on various payment options (i.eCredit card, ach drafts, mm phone application, mm website) as well as where to mail-in payments.
Facilitates transactions (i.eCredit card, ach drafts, duplicate bill requests).
Researches and follows through on a variety of information requests and assist with problem resolution.
Identifies potential new sales opportunities through premium retention communications with clients.
Data management:
Ensures data accuracy in mosaic.
Requires sophisticated client contact research capabilities.
Administers address change transactions and updates both mosaic and carrier
Required skills/abilities:
Relationship building skills
Superior customer service skills
Strong diplomacy and negotiation skills
Self-starter with the ability to work in a team environment as well as independently
Makes decisions in the face of uncertainty
Excellent written, verbal, listening and interpersonal skills required
Ability to adapt to changing technologies
Ability to efficiently navigate through multiple systems
Individual must thrive in a fast-paced environment
Is assertive and wins support from othersInfluences and shapes the decisions of others
Strong problem-solving and analytical skillsLooks beyond symptoms to identify causes of problemsAnalyzes problems from different points of view
Strong competency in dealing with ambiguity and uncertainty, ability to assimilate information and communicate confidently
Develops effective working relationships with people within the department, management, client base
Meets customer commitments accurately and timelyAbility to multi-task without jeopardizing attention to detail.
Become a stakeholder in the future of our organization – making suggestions that continually improve the way we provide customer service
Required behaviors/attitudes:
Takes the 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 a strong commitment to meeting the needs of internal and external clients
Education:
College degree preferredRecent grads considered
High school diploma or ged required
Experience requirements:
1-3 years of customer service experience
1-3 years of industry experience preferred or equivalent education
Microsoft office suite with strong excel fluency required
What we offer
Nfp is proud to offer a competitive salary, pto & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and moreOur 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.
Nfp and you..BetterTogether.
Nfp is an inclusive equal employment opportunity employer.
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Posted 11 days ago
