Manager of Client Services Job in Boston 02108, Massachusetts US
Arthur J. Gallagher Co., one of the world's largest insurance brokers, provides a full range of retail and wholesale property/casualty (P/C) brokerage and alternative risk transfer services globally, as well as employee benefit brokerage, consulting, and actuarial services in the United States. We also offer claims and information management, risk control consulting, and appraisal services to clients around the world.
At Arthur J. Gallagher Risk Management Services (AJGRMS), we deliver a full range of insurance and risk management products and services, including traditional and loss-sensitive coverages, captives, alternative risk solutions, and financial products, from offices throughout the United States and Canada, and operations in Bermuda and Puerto Rico.
Position Summary:
The Customer Service Team Leader position is responsible for four key components: client service staff supervision, client service training and development, direct client support, and management support for the COO.
Main Function:
Assist in defining and articulating the Koster difference to clients and prospective clients.
- Identify and recommend ways to solidify relationship between Koster Insurance’s clients and our strategic partners.
- Present Koster Insurance as a professional and competent partner and advocate to existing clients/end users.
- Identify situations contributing to client dissatisfaction and recommend meaningful solutions to all internal departments.
- Maintain basic understanding of all products and services offered through Koster Insurance Agency.
- Create and maintain timeline schedules that define needs and expectations of client schools.
- Work in partnership with other department managers to improve the delivery of all client service functions.
Essential Job Functions:
Client Service Staff Supervision
- Responsible for training and mentoring/coaching the client service team to ensure excellent client service and productivity.
- Establish service standards and create incentive programs for client service team to assist and achieve goals.
- Provide guidance to client service team to make certain that the team has a full understanding of client needs and expectations.
- Work in conjunction with client service team to follow up on information requests.
- Prepare and review performance evaluations with staff on a timely basis.
Client Service Training and Development
- Responsible for the overall training, development and supervision of client service team.
- Identify training needs and develop training modules and manual for client service team to insure the highest level of quality customer service is delivered to clients.
raining includes general insurance concepts and definitions, client specific plan design and administration, and customer service skills and telephone techniques.
- Review and revise, if necessary, existing standard processes and procedures to ensure consistency in level of service provided to clients.
Direct Client Support in conjunction with the other department managers and Account Executives:
- Provide clarification on operational processes to clients as needed.
- Act as liaison between health service staff, claims administrator and Koster Insurance to insure consistent and open communication among all parties.
- Interface with all appropriate external vendors, such as claim administrators, and pharmacy networks, provider networks, printing companies, etc. to ensure effective and efficient service delivery to clients.
Management Support:
Work with Account Management Team (President, Vice President of Account Management, Customer Service, Information Technology, and Account Executives) to ensure success of overall relationship with clients.
- Assist with specific follow-up items/concerns as directed by President/COO, and if requested, offer assistance to other managers or account executives. .
- Participate in finalist presentations or new business sales calls as needed.
Required:
- High school diploma or GED
- 3 or more years related professional experience
- Strong knowledge of the insurance business and special risk products
- Proficiency in use of the Microsoft Office suite of applications, including MS Excel
- 2+ years of senior client service representative experience; direct management experience preferred
- Negotiation skills
- Knowledge of claims processing and network systems
Desired:
- Associates or Bachelors Degree
Work Traits:
- Strong people and process management experience
- Excellent verbal communication and interpersonal skills
- Ability to execute work product
- Ability to coach and motivate
- Ability to manage/balance multiple priorities
- Strong problem solving abilities/setting of priorities
U.S. Eligibility Requirements:
- Interested candidates must submit an application and resume/CV online to be considered
- Must be 18 years of age or older
- Must be willing to submit to a background investigation; any offer of employment is conditioned upon the successful completion of a background investigation
- Must have unrestricted work authorization to work in the United States. For U.S. employment opportunities, Gallagher hires U.S. citizens, permanent residents, asylees, refugees, and temporary residents. Temporary residence does not include those with non-immigrant work authorization (F, J, H or L visas), such as students in practical training status. Exceptions to these requirements will be determined based on shortage of qualified candidates with a particular skill. Gallagher will require proof of work authorization
- Must be willing to execute Gallagher's Employee Agreement or Confidentiality and Non-Disclosure Agreement, which require, among other things, post-employment obligations relating to non-solicitation, confidentiality and non-disclosure
Gallagher offers competitive salaries and benefits, including: medical/dental/vision plans, life and accident insurance, 401(K), employee stock purchase plan, educational expense reimbursement, employee assistance program, flexible work hours (availability varies by office and job function) training programs, matching gift program, and more.
Gallagher believes that all persons are entitled to equal employment opportunity and does not discriminate against nor favor any applicant because of race, color, religion, sex, age, veteran status, disability, national origin, or any other legally protected status. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
Additional Information:
- Travel Percentage: 25%
