Job details
Job type full-time
Full job description
Position description – client services agent
Company: the national alliance for insurance education & research
Position: client services agent
Department: participant experience
Report to: client services lead
Location: austin, texas
Compensation: tbd
Company description:
The national alliance is a non-profit insurance and risk management education provider offering needs-based trainingOne hundred of the top hundred insurance agencies turn to the national alliance for their education needs because of the value we provide: practical insurance and risk management knowledge, for all skill levels, that can be used immediately.
With over 50 years of continued growth and increasing quality, the national alliance is the foremost professional education program with an international reputation.
Mission:
The national alliance provides best-in-class risk and insurance education that is practical, comprehensive, and continuing.
Vision statement: the national alliance will be the indispensable, transformative learning resource for risk and insurance professionals through adaptive technology and practical instruction.
Basic job function: the client services agent provides high-quality service to all participants, faculty, and staff by offering support related to all our courses, designations, and products.
Responsibilities and accountabilities
% of time
Responsibility: case management & client support
Subject matter expert (sme) for all client services applications
Manage all cases produced in relation to client services, specifically the designation queue.
Serve as a main liaison/sme support for data entry and tna (the national alliance) teams
Provide client care to all participants, faculty, and staff via phone, chat, and email by answering and/or routing to the appropriate department depending on the need of the callerInquiries include but are not limited to registering, canceling, and/or transferring courses, sending receipts, invoices, course information, and/or confirmation letters, resetting login credentials, processing dues payments, and exception requests.
Data entry for participant accounts and processing financial transactions
Continually maintain a working knowledge of all company products, services, and promotions.
75%
Responsibility: liaison for client services vendor
Collaborate and act as a liaison with the client services vendor to assist with problem resolution and troubleshooting.
Respond to issues and escalations accurately and professionally in a courteous and attentive manner with minimum supervision.
Navigate more complex issues (analyze/identify the problem and root cause, then provide the appropriate resolution) with the aim of first contact resolution - own the issue through to completion
15%
Responsibility: other duties
Ability to perform peer to peer training
Learn new processes and document standard operating procedures
Other duties assigned
10%
Qualifications: (education, training, knowledge, skills, abilities, and experience)
High school diploma or equivalent
Call center experience
Strong phone and verbal communication skills along with active listening
Client-focused and adaptability to different personality types
High level of discipline
Strong desire for success
Ability to multi-task, complete daily responsibilities, and be willing to take on unique projects
Self-motivated, goal-oriented, and able to work in a team environment
Accurate data entry skills
Proficient in microsoft application word, excel, and outlook
Work behavior:
Ability to work cooperatively and supportively with employees and management
Ability to build rapport with team members and vendors
A positive upbeat attitude and willingness to take on new challenges
Must be able to stay productive working from home with minimal supervision
The ideal candidate should also be willing to participate in company meetings and events in the office
Working conditions: (rotating shifts, overtime, weekend work, travel, 10 hour workdays, etc.)
Monday – friday, 8:00 – 5:00
