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Customer Service Associate- Premium Retention Analyst (remote)

Company: National Financial Partners Corp.
Location: Potomac
Posted on: May 3, 2021

Job Description:

Who we are:

Lenox Advisors brings together sophisticated solutions in wealth management and insurance services to high net worth individuals and their families. As 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 transactions. Identify, recommend, and implement conservation approaches to enhance policy retention and improve persistency. Respond to telephone or electronic inquiries/service requests of the most complex nature. Process complex transactions within service standards. Conduct research to complete the service request. Identify other service opportunities and assess how to assist the client.

Resolve specialized/complex, high-impact service requests for multiple divisions/products. May also resolve escalated calls and complex issues. Provide 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 process. May require a life and health license.

This is a jr. level role and does not consist of settling or collections of bills, but will provide outreach when the bill goes past due so that payment is made before the policy lapses.

We are offering remote/work-from-home option for this role, while being able to work EST work hours 8:30-5:30pm.

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.e. credit card, ACH drafts, MM phone application, MM website) as well as where to mail-in payments.
  • Facilitates transactions (i.e. credit 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 others. Influences and shapes the decisions of others
  • Strong problem-solving and analytical skills. Looks beyond symptoms to identify causes of problems. Analyzes 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 timely. Ability 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 preferred
  • High School Diploma or GED Required

Experience Requirements:

  • 1-3 Years of Customer Service Experience
  • 1-3 Years of Industry Experience Preferred
  • 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 more. Our 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... Better. Together.

NFP is an inclusive Equal Employment Opportunity employer.

Keywords: National Financial Partners Corp., Potomac , Customer Service Associate- Premium Retention Analyst (remote), Other , Potomac, Maryland

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