• Support a portfolio of client accounts, serving as the client facing representative, leveraging cross functional partnership to ensure a seamless and high quality experience.
• Exercises informed judgment and autonomy to coordinate the full issue resolution process for clients and their policyholders, influencing both internal and external partners by actively listening, researching issues, and driving timely, effective solutions.  
• Builds and maintains effective client relationships by remaining responsive, accessible, and proactive in communicating with clients, policyholders, and internal partners regarding critical issues, progress updates, and resolution plans.  
• Executes client specific business processes and provides reporting and insights as needed to support client expectations and operational performance.
• Documents all client and customer interactions in Salesforce and uses this information to identify service gaps, trends, and opportunities for improvement by client.
• Assists with root cause analysis and collaborates with internal teams to provide input on processes, scripting, and systems that enhance the overall client and policyholder experience
• Ensures ongoing client satisfaction and loyalty while supporting organizational profitability through effective issue management, relationship stewardship, and operational excellence

Knowledge, Skills, Abilities