Client Service Associate

Westlake Village
Client Care
Full-time

The Client Service Associate is responsible for fulfilling customer requests in a multi-channel contact center. Under the direction of the Manager of Client Service, the Client Service Specialist is responsible for multi-tasking, inbound and outbound calls, faxes, emails, and responding to customer voicemails and other assigned duties.

What You'll Be Working On

    • Take clientele incoming phone calls or email request for assistance – Transfer to licensed agents when appropriate
    • Developing cross-sell opportunities and transfer to sales advisors
    • Verify and update insured's personal information to ensure compliance is met
    • Record customer interactions/details of inquiries, complaints, comments and actions taken in our company database ( EZLynx)
    • Respond and help customers through our Helpdesk platform ( Freshdesk )
    • Interact directly with CoverHound agents, QC analysts and management to provide information in regard to inquiries about policies or accounts
    • Research unknown inquiries by utilizing all available resources
    • Provide insurance policy documents and other material
    • Help answer billing questions or complaints
    • Follow up on customer calls when necessary
    • Contact insureds for payment reminders
    • Collect payments
    • Process client carrier mail, memos and faxes
    • Stay informed and practice changing guidelines and procedures throughout the agency
    • Escalate unresolved customer questions or complaints when necessary
    • Refer claims inquiries to the Manager of Client Service

What You'll Bring To The Team

    • Must have minimum of one year experience in call center environment; insurance industry preferred.
    • Advanced in Word and Excel
    • Strong written and verbal communication skills
    • Strong organizational skills
    • Ability to pay attention to details

Our company culture: 
Our employees are driven, accountable, customer service oriented and excellent at what they do. We work hard, support each other and share a mission of being the best insurance technology platform out there. Exceeding expectations is our standard. We don’t pass the buck and we are BFFs with change because we can see its hidden opportunities. We aim to change the status quo for insurance shoppers. Our leaders are veterans in the insurance market. We grow from failing fast and learning from TONS of data so experimenting is encouraged. We value transparency, learning from each other and collaboration.