AmTrust Financial
Client Experience Specialist
AmTrust Financial - Alpharetta, Georgia, United States, 30239
Work at AmTrust Financial
Overview
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Overview
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 Client Experience Specialist (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
Ability to 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, escalate 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 they 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 Required:
Minimum 2-3 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
#LI-NS1
#LI-HYBRID
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.
AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.
AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.
The Client Experience Specialist is responsible for client support throughout the life of the policy.
The Client Experience Specialist (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
Ability to 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, escalate 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 they 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 Required:
Minimum 2-3 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
#LI-NS1
#LI-HYBRID
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.
AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.
AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.