POSITION SUMMARY:
The Client Relationship Specialist (CRS) is responsible for providing outstanding, dedicated client care while maintaining professional relationships with current, potential, and former clients. Working as part of a team that manages a portfolio of new and existing accounts, the CRS serves as the main point of contact for client questions or concerns, ensuring a positive and seamless client experience. The role involves resolving client issues, educating clients on products and services, and supporting strategies for retention and growth.

Please note: Required working hours for the Client Experience department are 8:30 a.m. – 5:30 p.m. within your time zone.

PRINCIPAL DUTIES & RESPONSIBILITIES (Core Competencies):

Client Interaction and Issue Resolution: Serve as the primary contact for clients, addressing questions and concerns promptly. Own client issues from start to finish, ensuring resolutions meet or exceed client expectations (Intermediate).

Empathy and Client Care: Exhibit a high level of empathy and interpersonal skills when working with clients, ensuring they feel heard, supported, and valued (Advanced).

Proactive Client Support: Anticipate client needs by identifying potential questions or concerns and providing answers before they arise, offering a proactive approach to service (Intermediate).

Relationship Building and Retention: Build, maintain, and foster positive relationships with Plan Administrators, Brokers, and other stakeholders to support client retention and business growth (Intermediate).

Client Education: Educate clients on systems, tools, and policies related to Ameriflex products and services, ensuring they can utilize offerings effectively (Intermediate).

Account Organization and Documentation: Maintain organized and accurate account information for each client, including records of interactions, service issues, and resolutions (Advanced).

Regulatory Compliance: Handle confidential information with discretion by HIPAA and other relevant regulations, remaining knowledgeable about all regulations related to business services (Advanced).

Collaboration and Strategy Execution: Collaborate with internal partners to execute business plans and strategies that align with company goals (Intermediate).

Efficiency and Resource Utilization: Leverage company resources and tools to maximize efficiency, ensuring a seamless and reliable service experience for clients (Intermediate).

Additional Duties: Perform other duties as required to support business needs, as assigned by the Client Experience Manager (Beginner).

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

Service Orientation: Passion for delivering outstanding client service and maintaining a client-focused mindset (Advanced).

Problem-Solving Skills: Ability to think on your feet and resolve issues effectively, even in high-pressure situations (Intermediate).

Communication Skills: Superior written and verbal communication skills, with the ability to clearly convey information and handle client interactions with professionalism (Advanced).

Organizational Skills and Multitasking: Strong organizational abilities, with a keen attention to detail and the capability to manage multiple tasks and high call and email volumes (Advanced).

Adaptability and Stress Management: Ability to adapt quickly to changing priorities and work well under stressful conditions (Intermediate).

Technical Proficiency: Competence in navigating multiple web-based programs and utilizing technology to address client needs efficiently (Intermediate).

Goal Orientation and Initiative: Highly goal-oriented and self-motivated, with a drive to grow and advance within the organization (Advanced).

Team Collaboration: Strong ability to work as part of a team, supporting colleagues and contributing to a positive work environment (Intermediate).

Compliance Awareness: Understanding of HIPAA regulations and other compliance requirements for handling sensitive information (Advanced).

CREDENTIALS & EXPERIENCE:

Education: Bachelor’s Degree from an accredited institution required.

Experience:

• 3+ years of account management experience preferred, with a focus on client relationship management and service delivery (Intermediate).
• Experience in Benefits Administration preferred (Beginner).

Technical Skills:

• Intermediate to advanced skills in Microsoft Excel and other data management tools preferred (Intermediate).
• Travel Requirements: Ability to travel as needed, ideally once per year, to support client relationship initiatives (Beginner).

NOTE: Starting pay for this position is set at $45,000.00 annually with additional bonus potential.

BENEFITS

•  Medical Insurance
•  Vision Insurance
•  Dental Insurance
•  401(k) Matching
•  Flexible Spending Accounts
•  Health Savings Accounts
•  Disability & Life Insurance
•  Employee Assistance Program
•  LegalShield
•  ID Shield
•  Commuter Reimbursement Plan
•  Tuition Reimbursement
•  Bonus Pay – Our Client Experience team operates on a quarterly bonus structure with earning potential between 4% and 6% of base compensation quarterly.

ADDITIONAL BENEFITS INCLUDE:

•  Wellable membership
•  Telescope Health (telehealth) through Accresa
•  Intellect (mental health) application
•  Employee engagement activities, including voluntary events, raffles, book club, and more!

PHYSICAL DEMANDS AND WORKING CONDITIONS:

Work in an office environment; sustained posture in a seated position for prolonged periods; use hands to grasp and reach; occasionally stoop or kneel; see, hear, and speak with sufficient acuity to successfully perform all aspects of the job; use telephone and write or use a keyboard to communicate through written means; lift to five pounds of weight.