Client Experience Associate, Operations

Position Purpose

The Client Experience Associate is an early career role in Client Experience Management responsible for assisting in the daytoday support of client relationships ensuring seamless and highquality experiences across interactions and touchpoints. Acting under the guidance of a Client Experience Team Lead this role focuses on understanding and addressing the unique needs of company clients responding to client inquiries and requests supporting service delivery and contributing to the continuous improvement of processes services and solutions.

Duties and Responsibilities

Client Relationship Management Responsibilities

Assist in managing and maintaining client relationships by supporting the Client Experience Manager in understanding and addressing client business needs. This includes gathering relevant information responding to inquiries and requests and providing preliminary solutions.

• Assist in the preparation and summarization of strategiclevel meetings and periodic business reviews by compiling necessary data collaborating with functional department managers creating presentation materials and documenting key discussion points.
• Escalate issues as necessary to Client Experience Manager IT or functional department managers ensuring timely and effective communication and resolution.

Client Engagement and Support Responsibilities

• Serve as an additional point of contact for client executive senior and key personnel managing interactions with care empathy timeliness accuracy and professionalism to ensure seamless and optimal client experiences.
• Respond promptly to high volumes of client correspondence through various channels including email phone meetings and mail ensuring timely and effective response to and resolution of inquiries and requests.
• Assist in educating clients on the company procedures systems and offerings by delivering clear and concise information through oneonone and small group interactions via email phone and video meetings.

Service Delivery and CrossFunctional Collaboration Responsibilities

• Assist in quality control by following Client Experience Manager guidance on quality control tasks and collaborating with all relevant internal teams or external partners to ensure timely effective and cohesive delivery of services and solutions that meet or exceed client expectations.
• Support the liaison between clients and internal teams to ensure that client needs are communicated clearly and addressed promptly fostering a coordinated approach to the client experience.

Actively contribute to crossfunctional initiatives aimed at improving service delivery ensuring that all relevant departments work together to enhance the overall client experience.

Client Insights Responsibilities

• Assist in analyzing and monitoring client feedback and key performance metrics to identify trends patterns and opportunities for enhancing client experience and optimizing service delivery.
• Support providing insights and recommendations to the Executive Team and internal teams ensuring that decisions are datadriven and aligned with client needs and business objectives.
• Actively contributes to the maintenance of accurate and uptodate internal documentation reports and communications including knowledgebased articles adhoc reports and other relevant materials to equip internal teams with a deep understanding of client preferences needs systems staff and operations.

Innovation and Continuous Improvement Responsibilities

• Identify opportunities for improvement in processes systems or service quality based on client feedback knowledge of client knowledge of internal processes and systems and data analysis.
• Actively contributes to the development and refinement of procedures systems and service offerings to better meet client needs and support business objectives.
• Stay informed about industry trends and best practices in areas such as insurance digital billing payments and client experience management and apply this knowledge to innovate and improve.

Performance Goals (Weight: 50%)

The performance of the role will be evaluated based on their effectiveness in meeting the following KPIs on an ongoing basis:

Key Performance Indicators (KPIs)

Client Engagement and Support (Weight: 35%)

• Response Time: Respond to 90% of interactions within 6 business hours.

Resolution Time: Resolve 90% of inquiries and requests within 3 business days.

Goals

• Demonstrate and Uphold Core Values and Cultural Alignment (Weight 10%): In addition to the specific duties outlined above it is expected that every employee at company demonstrates the organizations core values: Integrity Respect Flexibility SelfEvaluation Knowledge and Compassion. These values form the foundation of our company culture and guide our interactions with clients colleagues and other business partners. Every employee is assessed not only on their performance in the outlined responsibilities but also on their alignment with and embodiment of these core values in their daily work.
• Client Relationship Management (Weight: 20%)
• Support Periodic Business Reviews: Help prepare for participate in and summarize at least 2 periodic business reviews per year for each client.
• Product Market and Industry Knowledge (Weight: 35%)

o Learning & Development: Actively learn company systems company procedures and client business and needs. Show initiative in identifying areas for personal growth. Demonstrate knowledge and skills gained by independently handling 50% of client inquiries and requests within the first six months increasing to 75% by end of first year of employment.

Qualifications

To be successful in this position the individual must be able to perform each essential function. The requirements listed below are representative of the knowledge skills and/or ability required for this position.

Education/Experience Requirements

• 4year college degree in a relevant field such as Business Administration Marketing Communications or a related discipline is preferred
• 02 years of experience in customer service client support account management or related role is preferred

• 02 years of experience in producing and presenting summaries reports and communications is preferred

• Experience in requirements gathering user acceptance testing or coordinating with an IT or software development team is preferred

• Insurance or premium finance industry experience is preferred

• Technical Proficiency:

• Must be techsavvy and proficient with computers and a variety of software programs
• Proficient in Microsoft Outlook Word Excel and PowerPoint
• Experience with Premium Billing System from Input 1 is preferred

Physical Requirements

• Sitting: Ability to sit for extended periods often up to 8 hours a day since most of the work is performed at a desk using a computer.
• Typing and Computer Use: Frequent use of a computer keyboard and mouse. This requires good handeye coordination manual dexterity and the ability to type quickly and accurately.
• Speaking and Listening: Clear verbal communication is essential. This involves speaking clearly over the phone and listening attentively to understand and respond to customer inquiries.
• Hearing: Ability to hear and understand conversations over the phone which may involve different accents and varying levels of background noise.
• Vision: Ability to read and interpret data on a computer screen including reading small print using a computer monitor for extended periods.
• Reaching and Handling: Occasionally reaching for items such as a headset phone or reference materials.
• Mobility: While most work is done while seated some minimal physical activity may be required such as moving between desks filing documents or attending brief meetings.

Travel: Depending on the role there may be occasional travel required for attending job fairs university recruiting events or other offsite meetings.

Competencies (Weight: 50%)

• Communication Skills (Weight: 20%)

• Effective Communication: Exhibits exceptional verbal and written communication skills with the ability to convey complex systems and processes effectively to diverse audiences.
• Persuasion Skills: Effectively persuades and influences others gaining buyin and support for ideas and initiatives.
• Public Speaking: Comfortable with public speaking in front of small groups presenting information clearly and confidently.

• Technical Aptitude (Weight: 20%)

• Technical Aptitude: Utilizes a methodical and datadriven mindset and has a solid aptitude for technology to effectively solve problems and implement solutions.
• System Proficiency: Demonstrates a solid command of the companys systems and digital tools ensuring efficient and accurate execution of tasks and client support.
• Technical Communication: Effectively communicates basic technical concepts and solutions to clients and colleagues ensuring clarity and understanding regardless of the audiences technical proficiency.

• ProblemSolving and Analytical Thinking (Weight: 20%)

• ProblemSolving Abilities: Independently defines problems collects relevant data establishes facts and draws valid conclusions to develop effective solutions.
• Analytical Thinking: Possesses strong analytical skills to interpret data and identify trends or root causes.
• System Thinking: Approaches problems from a systems perspective connecting disparate information and identifying interconnections and broader impacts.

• Product Market and Industry Knowledge (Weight: 20%)
  • Company Knowledge: Demonstrates indepth knowledge of industry and Input 1s procedures systems and services.
  • Curiosity and Continuous Learning: Shows a strong desire to continuously and independently learn about the companys industry procedures systems and solutions applying this knowledge to enhance the effectiveness of the role.

• Project Management and Organizational Skills (Weight: 10%)
• Project Management: The ability to effectively plan organize and oversee small or multistage projects ensuring that all tasks are broken down tracked and followed up on for a timely and successful delivery.
• Organizational Skills and Attention to Detail: Exhibits excellent organizational skills and attention to detail ensuring tasks are completed accurately and efficiently.
• Multitasking in Dynamic Environments: Handles multiple tasks simultaneously in a dynamic environment maintaining productivity and quality under pressure.

• Relationship Management (Weight: 10%)

• Relationship Management: Builds and maintains strong relationships with clients fostering loyalty and ensuring client retention.
• Establishing Credibility: Demonstrates expertise in the companys procedures systems and services by consistently providing accurate and insightful advice and information.
• Trust Building: Engages with clients in a genuine empathic and transparent manner fostering a sense of trust and reliability through consistent and honest communication.
• Customer Urgency and Resolution: Demonstrates a sense of urgency in resolving customer concerns promptly and efficiently ensuring customer satisfaction.

Customer Empathy and Advocacy: Shows empathy and advocacy for customers understanding their needs and representing their interests within the organization.