Client Relations Specialist - TeleCompCare

Blue Cross Blue Shield of Michigan; Lansing (MI); On-site; USD 57,000 - 95,000; Full time

Job summary

AF Group in Lansing, MI is seeking a Client Relations Specialist to support large multi-location accounts. You will act as the central contact for risk management information and RMIS support, coordinating training and proactive outreach to ensure client satisfaction and retention.

The role emphasizes collaboration with internal resources, maintaining strong client relationships, and driving solutions across risk, claims, and account services. Relevant RMIS experience is preferred.

Qualifications

• Bachelor's degree in business administration or related field preferred.
• Minimum 3 years of business or insurance-related experience.
• Strong customer service and communication skills.

Responsibilities

• Maintain ownership of assigned accounts and ensure client satisfaction.
• Act as main contact for large multi-location accounts and agents.
• Provide Riskview RMIS training and support via various platforms.
• Coordinate and conduct training, mid-term meetings, and claim review meetings.
• Drive customer retention through proactive issue resolution and open communication.

Skills

Excellent communication

Customer service

MS Office expert

Project management

Multi-tasking

Education

Bachelor's degree in business administration

Tools

Riskview

RMIS

Microsoft Excel

Job description

Compensation: Competitive Compensation and Benefits Package

About Us

AF Group’s focused and passionate team uses industry-leading best practices, analytics and resources to manage risk and minimize loss for our policyholders while strengthening businesses with our valued independent agent partners.

We strive to continuously increase the long-term value of our organization by outperforming our industry peers and fostering a culture of underwriting and claims excellence.

The Client Relations Specialists (CRS) ensure customer satisfaction for our larger multi-location accounts that have multiple loss control and claims contacts. The role ...

Job Description

The Client Relations Specialists will collaborate with all internal resources assigned to and engaged with accounts. These individuals will be proficient with ...

Compensation

Actual compensation decision relies on the consideration of internal equity, candidate’s skills and professional experience, geographic location, market, and other ...

Responsibilities

Assist

Assists Corporate Marketing in identifying the need for marketing materials to be used for key clients and distribution partners. Assist with establishing a strategic ...

Training

Coordinates and conducts training on use of internal AF Group website and AF Group Risk Management Information System (RMIS) via Webinar, Lync, or other ...

Support

Act as the main contact / Riskview support person for large multi-location accounts and agents. Provides support related to RMIS application which includes ...

Teamwork

Consistently communicates with account service teams and agents when needed. Acts as backup to Client Relations team for receiving and handling incoming calls ...

Claims

Coordinates claim review meetings and create documents. Facilitates claim review meetings and mid-term meetings.

Customer Care

Driving customer satisfaction and retention through strong, proactive issue resolution, anticipation of future customer needs and open communication channels with ...

Goals

Maintain contact with assigned accounts to ensure strong client relationships that result in soaring levels of satisfaction, loyalty, retention, and adoption of AF Group ...

Documents

Develops and maintains filing systems, informational databases and repository and generates reports as requested. Coordinates and facilitates mid-term ...

Additional Senior Client Relations Specialist Responsibilities

• Facilitates claim review meetings and mid-term meetings.
• May visit customers at predetermined and agreed upon frequency to conduct a ‘pulse check’ on customers.
• Assists Corporate Marketing in identifying the need for marketing materials to be used for key clients and distribution partners.
• Participates in prospecting new business and supports agency expansion.
• Handles and leads more complex meetings, presentations, and training with clients.
• Assist with establishing a strategic account plan and expectations with the client.
• Assist with managing the overall customer lifecycle by acting as a key contact for accounts, ensuring strong client relationships that result in soaring levels of satisfaction, loyalty, retention and adoption of AF Group services.
• This role involves maintaining ownership of assigned accounts with communication, problem-solving and Riskview support and reports.
• Act as the main contact / Riskview support person for large multi-location accounts and agents.
• Maintain contact with assigned accounts to ensure strong client relationships that result in soaring levels of satisfaction, loyalty, retention and adoption of AF Group services.
• Coordinates and conducts training on use of internal AF Group website and AF Group Risk Management Information System (RMIS) via Webinar, Lync, or other software, and in person where needed.
• Coordinates and facilitates mid-term meetings and create documents; help ensure internal alignment.
• Coordinates claim review meetings and create documents.
• Responsible for driving customer satisfaction and retention through strong, proactive issue resolution, anticipation of future customer needs and open communication channels with customers and AF Group service teams.
• Consistently communicates with account service teams and agents when needed.
• Contacts customers at predetermined and agreed upon frequency to conduct a ‘pulse check’ on the customers to assess their current level of satisfaction, to learn about their business, and to uncover any potential opportunities for either improving current tools/services or identify opportunities.
• Responsible for training and oversight of large client needs and use of AF Group RMIS via Lync, Webex, or other such software, and in person where needed.
• Acts as backup to Client Relations team for receiving and handling incoming calls, handling priority matters, and referring to management as necessary.
• Provides support related to RMIS application which includes account and licensing reconciliation.
• Provides RMIS support, training, and report development for both internal and external customers.
• Composes, types, and edits correspondence in response to incoming mail, calls and other situations as necessary.
• Develops and maintains filing systems, informational databases and repository and generates reports as requested.

Client Relations Specialist - TeleCompCare

AF Group (Lansing, Mich.) and its subsidiaries are a premier provider of innovative insurance solutions. Insurance policies may be issued by any of the following companies within AF Group: Accident Fund Insurance Company of America, Accident Fund National Insurance Company, Accident Fund General Insurance Company, United Wisconsin Insurance Company, Third Coast Insurance Company, or CompWest Insurance Company.

View Summary

Company: AF Group

Location: United States, USA

Level: Non-Manager

Compensation: Competitive Compensation and Benefits Package

JobFamily: Operations

Industry: Insurance Services

Overview

The Client Relations Specialists (CRS) ensure customer satisfaction for our larger multi-location accounts that have multiple loss control and claims contacts. The role is for the TCC department. The Client Relations Specialists act as a liaison between AF Group, the agent and the account, and work with the agent as a vital partner to be more responsive to customer needs. This role is responsible for being a central point of contact for accounts, leading and participating in proactive customer outreach efforts to monitor customer satisfaction and ensure retention of our accounts. The Client Relations Specialists will collaborate with all internal resources assigned to and engaged with accounts. These individuals will be proficient with Riskview and assist agents, customers, and employees with complex reports and information, provide Riskview training to select agents, customers and employees via telephone, Webex, or other software solutions.

PAY RANGE

Actual compensation decision relies on the consideration of internal equity, candidate’s skills and professional experience, geographic location, market, and other potential factors. It is not standard practice for an offer to be at or near the top of the range, and therefore a reasonable estimate for this role is between $56,700 - $94,900.

The Client Relations Specialists (CRS) ensure customer satisfaction for our larger multi-location accounts that have multiple loss control and claims contacts. The role is for the TCC department. The Client Relations Specialists act as a liaison between AF Group, the agent and the account, and work with the agent as a vital partner to be more responsive to customer needs. This role is responsible for being a central point of contact for accounts, leading and participating in proactive customer outreach efforts to monitor customer satisfaction and ensure retention of our accounts. The Client Relations Specialists will collaborate with all internal resources assigned to and engaged with accounts. These individuals will be proficient with Riskview and assist agents, customers and employees with complex reports and information, provide Riskview training to select agents, customers and employees via telephone, Webex, or other software solutions.

PAY RANGE

Actual compensation decision relies on the consideration of internal equity, candidate’s skills and professional experience, geographic location, market, and other potential factors. It is not standard practice for an offer to be at or near the top of the range, and therefore a reasonable estimate for this role is between $56,700 - $94,900.

Responsibilities

• This role involves maintaining ownership of assigned accounts with communication, problem-solving and Riskview support and reports.
• Act as the main contact / Riskview support person for large multi-location accounts and agents.
• Maintain contact with assigned accounts to ensure strong client relationships that result in soaring levels of satisfaction, loyalty, retention, and adoption of AF Group services.
• Coordinates and conducts training on use of internal AF Group website and AF Group Risk Management Information System (RMIS) via Webinar, Lync, or other software, and in person where needed.
• Coordinates and facilitates mid-term meetings and create documents; help ensure internal alignment.
• Coordinates claim review meetings and create documents.
• Responsible for driving customer satisfaction and retention through strong, proactive issue resolution, anticipation of future customer needs and open communication channels with customers and AF Group service teams.
• Consistently communicates with account service teams and agents when needed.
• Contacts customers at predetermined and agreed upon frequency to conduct a ‘pulse check’ on the customers to assess their current level of satisfaction, to learn about their business, and to uncover any potential opportunities for either improving current tools/services or identify opportunities.
• Responsible for training and oversight of large client needs and use of AF Group RMIS via Lync, Webex, or other such software, and in person where needed.
• Acts as backup to Client Relations team for receiving and handling incoming calls, handling priority matters, and referring to management as necessary.
• Provides support related to RMIS application which includes account and licensing reconciliation.
• Provides RMIS support, training, and report development for both internal and external customers.
• Composes, types, and edits correspondence in response to incoming mail, calls and other situations as necessary.
• Develops and maintains filing systems, informational databases and repository and generates reports as requested.

Additional Senior Client Relations Specialist Responsibilities

• Facilitates claim review meetings and mid-term meetings.
• May visit customers at predetermined and agreed upon frequency to conduct a ‘pulse check’ on customers.
• Assists Corporate Marketing in identifying the need for marketing materials to be used for key clients and distribution partners.
• Participates in prospecting new business and supports agency expansion.
• Handles and leads more complex meetings, presentations, and training with clients.
• Assist with establishing a strategic account plan and expectations with the client.
• Assist with managing the overall customer lifecycle by acting as a key contact for accounts, ensuring strong client relationships that result in soaring levels of satisfaction, loyalty, retention and adoption of AF Group services.

Requirements

EDUCATION AND EXPERIENCE

• Relevant combination of education and experience may be considered in lieu of degree.
• Bachelor’s degree in business administration, Marketing, Management, Insurance, or related field required.
• Three (3) years of business (with responsibility for or interaction with the business’ insurers), insurance or related filed experience, or equivalent combination of education and experience required.
• Three (3) years customer service experience or equivalent required. Prior experience in an insurance office setting preferred.
• Continuous learning, as defined by the Company’s learning philosophy, is required.
• Previous knowledge of and experience with insurance agencies, the insurance industry or the organization, company and departmental policy and procedures preferred.
• Certification or progress toward certification is highly preferred and encouraged.

Other Skills and Abilities

• Excellent oral and written communication skills, including report writing skills are essential.
• Excellent customer service skills required.
• Knowledge of Professional Communications including phone skills, punctuation, spelling, and grammar.
• Excellent analytical skills to identify improvement needs and develop solutions.
• Sound critical thinking and judgement skills.
• Proficient in MS Office (Word, Excel, Outlook) – advanced skills preferred.
• Excellent organizational skills.
• Confident and persuasive with strong oral/written communication, interpersonal and customer service skills are essential.
• Project management, organization, attention to detail and multi-tasking skills required.
• Ability to complete work within specified timeframes.
• Ability to work effectively independently and with very little direction.
• Individual must demonstrate integrity, good judgment, and be adaptable to changing circumstances.
• Ability to maintain confidentiality of highly sensitive company information.
• Ability to manage client relationships, especially sensitive issues and effectively problem solve.
• Ability to interact with all levels of staff and management, and effectively exchange information clearly and concisely, articulate, and present ideas, report facts and other information, and respond to questions as appropriate.
• Ability to effectively manage and facilitate multi-functional employee teams that are not direct reports.
• Passion for innovation; comfort with ambiguity, and desire to learn quickly in a dynamic environment.
• Ability to identify client needs by using effective listening and probing techniques.

Additional SKAs for Senior Client Relations Specialist

• Knowledge of multi-department insurance processes and programs.
• Knowledgeable regarding changes in workers’ compensation statutes, case law and rehabilitation efforts/advancements to accurately interpret and apply relevant laws.
• Knowledge of insurance software systems. Knowledge of AF Group systems is preferred.
• Advanced MS Office (Word, Excel, Outlook) skills.
• Ability to cultivate, develop and maintain mutually beneficial relationships with clients and working partners.
• Ability to apply principles of independent logical, analytical thinking to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to continuously consider and evaluate ways to improve systems and processes as it relates to client support and retention.
• Ability to research and understand client’s business needs, identify trends, and understand their impact.

Client Relations Specialists – Closing Statement

The Client Relations Specialists (CRS) ensure customer satisfaction for our larger multi-location accounts that have multiple loss control and claims contacts. The role is for the TCC department. ...

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Other Sections

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