Client Service Representative - Northeast Region

Reliance Matrix is a company focused on fostering an inclusive culture and providing competitive benefits. They are seeking a Client Service Representative to manage client accounts, serve as the main contact for clients, and ensure a seamless client experience through proactive communication and collaboration with internal departments.

Responsibilities

• Assume overall responsibility for managing undedicated client accounts ranging from 2 to 99 lives
• This role serves as the main contact for the client for ongoing service and is the customer’s resource for consultative advice on contracts, plan structure, financial and renewal questions, escalation of claim issues, and other administrative aspects of their plan
• Understand client business, issues, and needs through required proactive phone contact; Works with peers to build and maintain positive ongoing client relationships
• Provides continual education to client on Reliance processes, policies, and procedures, including web-site services and navigation
• Working as team, responds to customer inquiries regarding coverage questions, billing issues, underwriting status updates, and other aspects of the benefit plans
• Works closely with resolution specialists in billing, underwriting, claims, and other internal departments to facilitate smooth operational functions
• Must maintain thorough knowledge of all service activities associated with assigned clients
• Must present complete understanding of all issues to client to ensure a seamless client experience
• Utilizes best practices and follows standard operating procedures
• Also, identifies internal process, policy, procedure, or technology issues that may be adversely impacting client satisfaction
• Works with Regional Service Manager to identify and implement solutions
• Contributes to and participates in departmental and organization-wide projects and committees designed to enhance service, improve efficiency, and improve knowledge
• May be responsible for New Producer set-up, ensuring accurate information in internal systems

Skills

• Demonstrated exceptional customer service acumen, strong consulting/negotiation/leadership skills, deep product/maintenance knowledge (including plan designs, funding, banking, etc.) with a high degree of operational effectiveness
• Strong communication skills
• Ability to build and maintain collaborative working relationships at all levels
• Planning and organization skills, multi-tasking
• Proven analytical skills
• Ability to prioritize incoming customer queries and maintain the RSL responsiveness commitment
• Ability to adapt to change
• Ability to work independently
• Computer proficiency in Excel and Word
• Ability to represent Reliance in a professional manner
• Knowledge of group insurance, products, contracts, and services
• Understanding of state regulations applying to group plans
• Knowledge of underwriting principles and practices
• Related experience preferred but will consider self-starter with good skills

Benefits

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance to ensure financial protection when you need it most
• Family friendly benefits including Paid Parental Leave & Adoption Assistance
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays. As you grow with us, your PTO may increase based on your level within the company and years of service.
• Volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program

Company Overview