Client Experience Specialist

AmTrust Financial Services, Inc.; Alpharetta (GA); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical & Dental Plans

401k Savings Plans

Paid Time Off

Job summary

AmTrust Financial Services, Inc. is seeking a Client Experience Specialist to provide client support throughout the life of the policy. The role involves resolving service issues and ensuring seamless communication with agencies and policyholders.

The ideal candidate will have at least 3 years of experience in an insurance-related function, excellent communication skills, and strong organization. This position offers competitive compensation and benefits, including medical and dental plans, 401k savings, and paid time off.

Qualifications

• Minimum 3+ years relevant experience in claims, underwriting, sales, or other insurance-related function.
• Knowledge of, and experience with, workers compensation and/or property & casualty insurance products and principles.
• Must be detail-oriented, organized, and possess strong interpersonal skills.

Responsibilities

• React timely to issues/concerns raised by clients or agencies.
• Provide ongoing assistance to agents and large insureds for portal registration and training.
• Document all CXS activities in SalesForce and communicate with CXM on client-related activities.

Skills

Exceptional communication skills

Detail-oriented

Knowledge of Microsoft Applications

Ability to manage multiple tasks

Education

Bachelor's degree

Job description

Overview

The Client Experience Specialist reports to the Manager, Client Experience and is a member of AmTrust’s Client Experience team. The Client Experience Specialist is responsible for client support throughout the life of the policy. The CXS’s goal is to support the Client Experience team to support Sales, Underwriting and Claims to drive retention and growth by creating loyal and satisfied clients while improving loss cost and experience mods.

This position interacts with various agencies/policyholders to facilitate resolution of service issues and ensure timely responsiveness and communication. The CXS is expected to work with the various departments to address and resolve matters appropriately. Maintains a solid understanding of AmTrust’s mission, vision, and values. Upholds the standards of the AmTrust organization.

Responsibilities

• React timely to issues/concerns that an agency or large insured or Client Experience Manager has identified
• Navigate client needs in AmTrust organization to direct to the right resource
• Complete and provide ongoing assistance to agents and large insureds for Claims Lite and AmTrust Online portal registration and training
• Address any payments and/or premium collections questions or concerns
• Address any PAYO and Easypay set up needs
• Ensure all premium audit inquiries are addressed or escalated as appropriate
• Coordinate deductibles as needed
• LC follow up and coordination as needed
• Provide agent rating training and troubleshooting
• Appropriate documentation of all CXS activities in SalesForce and appropriate communication with CXM on all client related activities
• Provide Panels/Posters/Talispoint as requested by insureds or per service plan
• Manage automation of Welcome emails/video thru general support email
• Respond to questions in general support that pertain to specialist capabilities, elevate as needed
• Ensure an elevated experience for our agents and insureds to support new business and retention
• The CXS is a brand representative to the client, and must advocate why choosing AmTrust is most valuable to the client needs at all times
• Learn and understand the insured and agent profile to provide and coordinate best services to internal and external partners
• Communication/Collaboration
• Performs other functionally related duties as needed

Qualifications

• Minimum 3+ years relevant experience in claims, underwriting, sales, or other insurance related function
• Knowledge of, and experience with, workers compensation and/or property & casualty insurance products and principles
• Exceptional communication skills, both oral and written; professional telephone etiquette
• Ability to manage multiple tasks simultaneously
• Must be detail oriented, organized, and possess strong interpersonal skills
• Knowledge of Microsoft Applications and the ability to learn new software programs

Preferred

• Bachelor’s degree

What We Offer

AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.