Client Relationship / Service Specialist

Job Description

Job Description

Job Title Client Relationship / Service Specialist

Location Chicago IL  60631

Duration 6+ months

Job Schedule : 4 days in office / 1 remote

Job Hours : 8 : 00 am-5 : 00pm CST

JOB SUMMARY :

The Service Specialist will serve as support service representative, post-implementation. This role will be supporting timely and successful resolution of client needs and improving the overall client experience. The Service Specialist is expected to build & maintain positive relationships with all stakeholders, including our sales organization, employer groups & cross functional internal partners. They will act as the administrative support & execute tasks and responsibilities.

This position requires strong relationship management, communication, critical thinking, project management, and problem resolution skills to meet the diverse needs of our sales team and employer groups.

RESPONSIBILITIES :

Act as first point of contact for all incoming employer-client & agent calls on the Service phone line. Handle level 1 tasks which include, but not limited to : limited policyholder terminations, provide invoices & re-enrollment reports, provide payment status updates, assist Customer Care with policy research, group-level demographic updates, policyholder demographic corrections or triaging these requests to the correct team. Sales Specialist will triage the request to the Service Consultant as necessary.

Consistently meets or exceeds expectations for departmental standards related to customer satisfaction, quality, average handle time, auxiliary time, after call work and other KPI’s.

Liaison between external client and broker partners and internal home office colleagues via the Service email inquiries for level 1 tasks. Effectively communicate findings to the appropriate parties; take initiative and follow-through as the liaison with other internal departments as necessary.

Provide on-going support to clients to ensure all questions or tasks are handled timely and professionally. Must develop a broad working knowledge of company policies & procedures, policy information / management, and premium & billing administration.

Maintain customer records, update admin systems, and ensure accurate and detailed documentation of account or policyholder updates / changes or interactions.

Develop and maintain a trust-based & positive relationship and rapport with internal and external clients.

Perform other duties as assigned.

SKILLS & EXPERIENCE :

Excellent verbal and written communication, interpersonal and customer service skills Proficient computer skills and ability to quickly learn multiple systems.

Ability to structure and manage work across multiple functions.

Ability to build trust-based relationships.

Ability to identify issues, remediation tactics and escalation paths.

Personal initiative and accountability.

Sound judgment and ability to problem solve.

Sound organizational and time management skills.

Ability to multi-task in an extremely fast paced environment.

Ability to prioritize and manage multiple priorities.

Proficient computer skills and ability to quickly learn multiple systems.

Company Description

About BCforward :

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class places to work.

BCforward is an equal opportunity employer.

Company Description

About BCforward : \r\n\r\nFounded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.\r\n\r\nBCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class places to work.\r\n\r\nBCforward is an equal opportunity employer.