Client Services Representative (Remote)

$60,000 - $80,000/Yr

TEKsystems - Dallas, TX

Full-time - Entry Level

Remote - Dallas, TX

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The Client Services Representative will serve as the first point of contact for clients and agents, managing service requests and providing customer support in a remote setting. This role focuses on ensuring timely and accurate processing of client requests and policy documentation, while also enhancing client relationships through personalized service and product expertise. The position requires a deep understanding of insurance products, particularly annuities, and involves collaboration with internal teams to resolve complex issues and improve service delivery.

Responsibilities

• Serve as the first point of contact for all service requests, effectively managing complex cases and resolving client inquiries.
• Manage high call volumes and respond promptly to both written and verbal inquiries, maintaining high levels of service and performance metrics.
• Communicate clearly and professionally with customers, peers, and leadership across multiple channels (phone, email, chat).
• Provide personalized, high-touch service to high-priority clients and agents, addressing their unique concerns with tailored solutions.
• Leverage product expertise to provide tailored support and guidance that aligns with each client's specific needs.
• Complete clear and concise documentation of all client interactions, service requests, and outcomes in the CCaaS system.
• Educate clients on self-service tools, enhancing usage and reducing support inquiries through proactive client training.
• Maintain a thorough understanding of internal systems, insurance products, and industry regulations.
• Ensure full compliance with industry regulations, standards, and legal requirements specific to the insurance sector.
• Mitigate risks in real time, identify potential compliance or security issues, and escalate critical concerns to the Supervisor.
• Collaborate cross-functionally with internal teams and vendor partners to escalate and resolve complex issues.
• Utilize advanced AI and automation tools to improve client interactions and enhance operational efficiencies.

Requirements

• Minimum of 3 years of experience in a contact center or customer service role, with a focus on insurance products.
• Recent work experience with annuities is required.
• Proven experience working within an agency channel with primary focus on annuity products.
• Strong familiarity with annuity distribution options, tax implications, and handling contract modifications.
• Proven experience in managing client interactions and resolving service issues effectively.
• Experience with contact center metrics, tools, and technologies (e.g., CRM, CCaaS, VoIP).
• Exceptional problem-solving abilities and the ability to manage multiple priorities in a fast-paced setting.
• Associate's degree or equivalent required; a bachelor's degree in communications, business, or a related field is preferred.

Nice-to-haves

• Experience with Verisk (FAST) preferred.
• Skilled in adopting new technologies to enhance daily operations and client interactions.

Benefits

• Competitive salary
• Health benefits
• Retirement savings plan