Client Services Specialist

Job Description: Client Services Specialist

Position Title: Client Services Specialist

Company: Allied Trust Insurance Company

Location: Tampa, FL

Job Type: Full-Time (Hybrid or Remote based on experience)

About Us:

Allied Trust Insurance is not a standard ‘business as usual’ P&C Insurance Company. We were named the fastest-growing insurance company by Inc. 5000 in 2020 and received the Top Insurance Workplace award in 2023 by Insurance Business America. Allied Trust is led by an experienced team of industry professionals committed to customer service and industry innovation. As a potential employee, you will help shape the company and contribute to its continued growth and success. Allied Trust encourages you to bring new ideas and innovative suggestions to the table. The time to join Allied Trust is now!

Position Summary:

We are seeking a highly motivated Client Services Specialist to serve as the primary point of contact for policyholders, agents, and other stakeholders, providing exceptional customer service while handling inquiries about new and existing policies, resolving issues, processing first notice of loss reports, and fielding claims status calls. This role is critical to ensure a positive customer experience and efficient claims intake process.

Key Responsibilities:

Customer Service:

• Respond to customer inquiries via phone, email, or chat professionally and courteously.
• Assist with guiding agency partners with eligibility and navigating the quote and policy administration system.
• Process policy payments and endorsements with accuracy and efficiency
• Provide accurate information about insurance policies, coverage, and billing
• Address and resolve customer concerns or escalate issues to the appropriate department.
• Maintain a strong understanding of company policies, procedures, and products.

First Notice of Loss (FNOL) and Claims Inquiry:

• Assist policyholders in filing initial claims for property damage or loss.
• Collect and document necessary details, including the date of loss, nature of the loss, and any supporting information.
• Ensure accurate entry of loss details into the claims management system.
• Coordinate with adjusters and other claims personnel to facilitate the claims process.
• Provide updates on claim status, payments, and action items.

Data Management:

• Accurately document all customer interactions in the policy administration and claims management system.
• Update customer records to reflect policy changes, contact information, or claims status.

Collaboration:

• Work closely with underwriters, adjusters, and other internal teams to resolve issues and provide a seamless experience for the customer.
• Contribute to team goals by meeting or exceeding key performance indicators (KPIs) related to response time, resolution time, and customer satisfaction.

Compliance and Quality Assurance:

• Adhere to company guidelines, industry regulations, and legal requirements to ensure compliance.
• Participate in regular training to stay informed about changes in procedures, regulations, or system updates.

Qualifications:

Education: High school diploma or equivalent required; associate's or bachelor's degree in a related field preferred.

Experience:

• Minimum of 1-2 years of experience in customer service, preferably in the insurance industry.
• Experience with FNOL and claims inquiry processes is a plus.

Skills:

• Strong verbal and written communication skills.
• Excellent problem-solving and conflict-resolution abilities.
• Proficiency in Microsoft Office Suite and CRM software; familiarity with claims management systems is a plus.
• Ability to multitask and work efficiently in a fast-paced environment.
• Bi-lingual in Spanish is a plus

Key Competencies:

• Integrity, Empathy, Compliance, Partnership, Trust, and Teamwork.
• Attention to detail and accuracy.
• Ability to maintain professionalism and composure under pressure.
• Team-oriented mindset with a proactive approach to problem-solving.

Working Conditions:

• Office-based or remote work environment opportunities are available.
• Availability for extended hours or weekends as needed during peak periods or catastrophic events.

Benefits:

• Competitive salary and bonus opportunities.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Professional development opportunities.
• Supportive and collaborative work environment.