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.
1. React timely to issues/concerns that an agency or large insured or Client Experience Manager has identified
2. Ability to navigate client needs in AmTrust organization to direct to the right resource
3. Complete and provide ongoing assistance to agents and large insureds for Claims Lite and AmTrust Online portal registration and training
4. Address any payments and/or premium collections questions or concerns
5. Address any PAYO and Easypay set up needs
6. Ensure all premium audit inquiries are addressed or escalated as appropriate.
7. Coordinate deductibles as needed
8. LC follow up and coordination as needed
9. Provide agent rating training and troubleshooting
10. Appropriate documentation of all CXS activities in SalesForce and appropriate communication with CXM on all client related activities
11. Provide Panels/Posters/Talispoint as requested by insureds or per service plan
12. Manage automation of Welcome emails/video thru general support email
13. Respond to questions in general support that pertain to specialist capabilities, escalate as needed
14. Ensure an elevated experience for our agents and insureds to support new business and retention.
15. 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.
16. Learn and understand the insured and agent profile to provide and coordinate best services to internal and external partners.
17. Communication/Collaboration
18. Performs other functionally related duties as needed.
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
AmTrust Financial Services, Inc., through its subsidiaries, operates as a multinational property and casualty insurance company. Founded in 1998 to provide workers’ compensation insurance to small businesses in the United States, the company now operates in three segments around the globe: Small Commercial Business Insurance, Specialty Risk and Extended Warranty, and Specialty Middle-Market Property and Casualty Program Insurance.
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