Senior Client Operations Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver exceptional service to major strategic clients and their brokers.

• Assist in client servicing and operations-related tasks, encompassing implementations, renewals, contracts, maintenance, analysis, and problem resolution.

• Manage the implementation process for new and renewing individually rated clients from beginning to end.

• Analyze group structures, input data into systems, establish rates and complex products, and distribute welcome notifications and documents.

• Engage in online and/or onsite installation meetings to evaluate customer needs and system capabilities.

• Offer recommendations regarding group structure, membership, and billing for intricate requirements.

• Review group structures, eligibility, and rates to ensure accurate billing, reporting, and member benefit availability.

• Investigate, resolve, and respond to inquiries from clients, brokers, and business partners.

• Escalate high-profile client situations and assist in driving solutions.

• Participate in client meetings and collaborate with internal business partners on complex requirements.

• Document and convey client requirements effectively.

• Identify and monitor issue trends, escalate significant issues, and collaborate with leadership on solutions.

• Spot revenue growth opportunities and pass leads to sales partners.

• Identify at-risk clients and brokers, informing sales partners to aid in retention efforts.

• Oversee and manage client contract activities to ensure compliance with legal and regulatory standards.

• Handle contract document production, including policies, amendments, and 5500 forms.

• Revise specifications and conduct quality reviews of documents for accuracy.

• Adhere to data integrity and security protocols.

• Onboard and mentor new team members, adapting to support business needs.

⛳️ Requirements

• Two to four years of experience in Customer Service or Account Service, or equivalent experience showcasing relationship-building and issue-resolution skills.

• Preferably one year of experience as a Client Operations Specialist or in a related field.

• Exceptional communication and interpersonal abilities.

• Strong critical thinking and analytical skills with a focus on providing solutions.

• Detail-oriented and precise in execution.

• Excellent organizational and time management capabilities.

• Proven skills in problem-solving, negotiation, and decision-making.

• Comfortable working amidst ambiguity and change.

• Proficient in Microsoft Office applications.

• Availability to work within the complete range of division operational hours.

• For remote positions, must demonstrate high engagement in virtual settings, including maintaining camera presence during meetings.

• Must adhere to data integrity, information security, and privacy policies.

• Must be capable of managing sensitive personal information.

🏝️ Benefits

• Eligible bonuses and commissions may be part of the compensation package.

• VSP Vision benefits provided.

• Flexible work-from-home arrangement available.

• Commitment to equal opportunity employment.

• Maintenance of a drug-free workplace.

• Pre-employment substance abuse testing required.