Client Support & Retention Specialist

Western & Southern Financial Group; Charleston (WV); On-site; USD 32,000 - 42,000; Full time

Job summary

Western & Southern Financial Group in Charleston, WV, is seeking a service-oriented team member to research, analyze, and resolve client inquiries related to contracts and products; process payments and policy transactions accurately; escalate when needed.

The role emphasizes critical thinking to de-escalate situations, collaboration with Agency and Sales Management, and maintaining documentation in systems; requires strong communication and multitasking; extended hours during peak periods;

Qualifications

• Excellent communication skills to interpret and convey business needs clearly.
• Experience in customer service, identifying issues and providing effective solutions.
• Ability to prepare correspondence and reports in prescribed formats.
• Calm and professional demeanor in demanding situations.
• Ability to coordinate multiple assignments and manage large information volumes.

Responsibilities

• Provide professional service to clients; resolve inquiries via phone, walk-ins, or written correspondence.
• Identify marketing and recruiting opportunities; submit sales leads.
• Support retention by offering payment options and collaborating with sales.
• Maintain accurate information in systems and documents.
• Assist Operations and Support teams to meet workload goals.
• Contribute to a culture of integrity, teamwork, and urgency.

Skills

Verbal & written communication

Customer service orientation

Problem solving

Attention to detail

Multi-tasking

Teamwork & collaboration

Education

Some college or commensurate experience

Tools

Word processing & spreadsheets

Database knowledge

Job description

Western & Southern Financial Group in Charleston, WV, is seeking a service-oriented team member to research, analyze, and resolve client inquiries related to contracts and products; process payments and policy transactions accurately; escalate when needed.

The role emphasizes critical thinking to de-escalate situations, collaboration with Agency and Sales Management, and maintaining documentation in systems; requires strong communication and multitasking; extended hours during peak periods;