Client Service Representative I SSL

Job Responsibilities and Requirements

This role serves as the main contact for the client / policyholder and agent / broker for ongoing service and is their resource for plan structure, renewal questions, policy issues, and other administrative aspects of their plan. This role has entry level knowledgeable about SSLICNY procedures and NYS WCB regulations.

Account Management

• Limited knowledge of NYS WCB regulations as they affect our business and client issues, and client needs; Works with manager to increase knowledge in NYS WCB regulations thus building and maintaining positive ongoing client relationships.
• Provides continual education to clients on Standard Security processes, policies, and procedures, including web-site services and navigation.
• Responds to customer inquiries regarding coverage questions, billing issues, status updates, and other aspects of the benefit plans with oversight from manager and Sr. team members when needed.
• Works closely with resolution specialists in billing, and other internal departments to facilitate smooth operational functions. Must maintain thorough knowledge of all service activities associated with assigned clients. Must present complete understanding of all issues to client, with support of manager and Sr. team members, to ensure a seamless client experience.
• Addresses inbound / outgoing calls providing customer service to policyholders, employees, and brokers with oversight from manager. The manager may also participate in the calls to support training / ensure a positive customer experience.
• New business application coding and processing into our database (PolicyNet).
• Communicates information in terms callers will understand.
• Follows up on customer inquiries when needed.
• Resolves a wide variety of questions and inquiries for our customers. Manager will provide support when needed.
• Maintaining adherence to all department standards (policies, procedures, schedules, and assignments)
• Manage assigned agency book(s) of business and relationship with said entity and their clients.
• Responsible and accountable for maintaining and protecting confidential employer and producer information.
• Must maintain a high level of confidentiality and abide by NYS Data Encryption rules and regulations
• Electronic filing of supporting documents for policy changes
• Helps to maintains account management database (PolicyNet) for assigned clients.
• Supports client and broker reporting requests (PolicyNet, Access, SSL Website).
• Facilitates website new user access and troubleshoots user issues.
• Performs other duties and responsibilities, as assigned.
• Special projects as needed.

Administrative

Utilizes best practices and follows standard operating procedures. Also, identifies internal process, policy, procedure, or technology issues that may be adversely impacting client satisfaction. Works with Regional Service Manager to identify and implement solutions.

Contributes to and participates in departmental and organization-wide projects and committees designed to enhance service, improve efficiency, and improve knowledge.

May be responsible for New Producer set-up, ensuring accurate information in internal systems.

Required Knowledge, Skills, Abilities and / or Related Experience

High School Diploma required

Related experience preferred

Demonstrated exceptional customer service acumen, strong consulting / negotiation / leadership skills

Product / maintenance knowledge (including plan designs, funding, banking, etc.) with a high degree of operational effectiveness preferred.

Strong communication skills, written and verbal

Ability to build and maintain collaborative working relationships at all levels

Planning and organization skills, multi-tasking

Proven analytical skills

Ability to prioritize incoming customer queries and maintain the RSL responsiveness commitment

Ability to adapt to change

PC skills using MS Office (Word, Excel, and Outlook)

Knowledge of group insurance, products, contracts, and services preferred

Understanding of state regulations applying to group plans preferred

Knowledge of underwriting principles and practices preferred

Required to pass the NY Life, Accident and Health Insurance Agent / Broker Exam Series within the first 3 months of employment.

Ability to Travel : Up to 10%

PHYSICAL REQUIREMENTS

When used in the description below, the following terms are defined as :

"Occasional" : done only from time to time, but necessary when it is performed

"Frequent" : regularly performed; generally an act that is required on a daily basis

"Continuous" : typically performed for the majority of an employee's shift

Sitting for prolonged periods of time, frequently standing, walking distances up to one mile, bending, crouching, kneeling, reaching, occasionally lifting 25lbs, extensive typing, picking up and holding small objects and otherwise using primarily the fingers rather than the entire hand. Employee is required to have visual acuity sufficient to perform activities such as preparing and analyzing data and figures; transcribing notes; viewing a computer terminal and extensive reading. Employee is required to have hearing sufficient to understand verbal instruction and answer telephones. Reliance Matrix will provide qualified employees with a reasonable accommodation in accordance with applicable law.

CORE VALUES

Collaboration

Compassion

Empowerment

Integrity

Fun

The expected hiring range for this position is $20.58 - $25.73 hourly for work performed in the primary location (New York, NY). This expected hiring range covers only base pay and excludes any other compensation components such as commissions or incentive awards. The successful candidate's starting base pay will be based on several factors including work location, job-related skills, experience, qualifications, and market conditions. These ranges may be modified in the future. Work location may be flexible if approved by the Company.

What We Offer

At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can't do this without our most important assetyou.

That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.

Our Benefits :

An annual performance bonus for all team members

Generous 401(k) company match that is immediately vested

A choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account

Multiple options for dental and vision coverage

Company provided Life & Disability Insurance to ensure financial protection when you need it most

Family friendly benefits including Paid Parental Leave & Adoption Assistance

Hybrid work arrangements for eligible roles

Tuition Reimbursement and Continuing Professional Education

Paid Time Off new hires start with at least 20 days of PTO per year in addition to nine company paid holidays. As you grow with us, your PTO may increase based on your level within the company and years of service.

Volunteer days, community partnerships, and Employee Assistance Program

Ability to connect with colleagues around the country through our Employee Resource Group program

Our Values :

Integrity

Empowerment

Compassion

Collaboration

Fun

EEO Statement

Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.