Job type full-time
Full job description
At trustmark we help people thriveWe provide products and personalized attention that engage and inspire people to maximize their health potentialWe offer employee benefits customized to fit each unique business need or life circumstanceIt all revolves around our belief that better health and greater financial security increase overall well-beingAnd with well-being comes peace of mindPeace of mind to focus on work and family and everything else that’s important in lifePeace of mind to thrive.
In this position, you will serve as the dedicated, single point of contact for assigned key top producer accountsSuccessful incumbents are advocates, problem solvers and trusted advisors for their defined producers post-implementationThis role works with key producers to ensure they are receiving the tools and support needed to achieve their goalsBeing a csm means proactive management of producer relationships post-implementation, ensuring their clients are getting the most out of trustmark’s products and servicesThe csm is responsible and accountable for escalated service levels (slas), customer satisfaction, effort and nps scores for their defined accountsPlease note the position can be located anywhere in the u.s.
Service management – single point of contact
Serve as the named single point of contact for assigned relationships for all post implementation service requests and issuesReview responses from subject matter experts to ensure completeness and accuracy before sending response to external relationship – goal is to resolve the item completely the first time
Triage inquiries/issues completely in order to fully understand the inquiry, from the producer, and to involve the correct subject matter experts in order to quickly and effectively resolve the itemAccountable for timely resolution of escalated/complex issuesInvolve appropriate level of management to assist on multi-departmental issues.
Responsible and accountable for tracking, reporting and achieving service level goals for their assigned relationshipsMake recommendations that will improve the service results.
Overall accountability for effective completion and management of all service requests for identified accounts.
On a continuing basis – meet with and provide open and candid feedback to internal trustmark managers and associates related to areas of improvement and success storiesThe intent is constant improvement to the quality of our service.
Partner success optimization:
Analyze incoming service requests to identify trends and to anticipate and/or resolve ongoing issues.
When service related trends are identified, conduct ad hoc or formal training with internal and external associates to optimize the producer successes going forward.
Develop and communicate service report card for assigned relationships for assigned producers that is shared with trustmark senior leadership and used to drive innovation and improvement.
Responsible for quarterly reviews with key producers to discuss service metrics and overall service relationship health.
Responsible and accountable for customer effort, satisfaction and net promoter scores for assigned relationships.
Drive process improvement and innovation across the organization to improve overall service efficiencies and effectiveness of all teams.
Bachelor’s degree in a business related area or 5+ years’ experience in the insurance or voluntary/worksite fields
Ability to travel up to 20%, including some weekend travel
Proficiency in ms suite of products and outlook
Interpersonal effectiveness with proven ability to establish and maintain mutually respectful relationships with peers, support staff, sales team, agents/brokers and customers; handle conflict, resolve complex issues, negotiate and promote team spirit
Demonstrated high level proficiency in the following areas:
Collaborating on and influencing outcomes through others with or without direct reporting authority at all levels throughout an organization, up to c-level both internally and externally
Aligning organizational resources to meet customer needs
Resolving complex issues think creatively and negotiating beneficial outcomes
Excellent oral/written communication skills and strong presentation skills
Exceptional organizational skills, adept at handling multiple tasks simultaneously, committed to follow through and completing tasks in a timely manner
Demonstrated knowledge and proficiency in customer-facing communication methods and techniques
Ability to recognize and act on opportunities to enhance/ strengthen the customer relationship
Working knowledge of voluntary administration including premium billing and administration, eligibility, claims and payroll deduction and service model preferred.
Come join trustmark! join a team that will not only utilize your current skills, but will enhance them as wellTrustmark benefits include medical/dental/life insurance, generous 401(k) plan, 4½-day work week and many health and wellness initiatives.
All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, or disability.