United Heartland is a strong competitor in the WC industry and is well known for their high touch service model. The Client Relations Consultant, acting as a liaison between United Heartland, the agent and the account, will market our excellent services aggressively, proactively work with the agent as a vital partner and be more responsive to our customers’ needs. This role is responsible for leading and participating in proactive customer outreach efforts to monitor customer satisfaction, retention and enhance company growth. This individual will work very closely and collaborate with all internal resources assigned to and engaged with accounts.
Manage the overall customer lifecycle by acting as the key United Heartland face to the account, ensuring strong client relationships that result in soaring levels of satisfaction, loyalty, retention and adoption of United Heartland services.
Coordinate all account visits and create internal alignment
Coordinate and facilitate mid-term meetings
Other meetings as necessary
Responsible for driving customer satisfaction and retention through strong, proactive issue resolution, anticipation of future customer needs and open communication channels with United Heartland. Resolve concerns between UH, agent and/or insured.
Establish a strategic account plan and expectations with the client. Set parameters, maintain internal communication, and develop repository to allow internal viewing and external updates.
Visits customers at predetermined and agreed upon frequency to conduct a basis ‘pulse check’ on the customers to assess their current level of satisfaction, to observe and learn about their business, and to uncover any potential opportunities for either improving current tools/services or identify opportunities.
Responsible for balancing client needs and working with others in the organization to make things happen, improve efficiency, and reshape processes, projects and people to meet business objectives and build better experience for the client.
Accountable for gathering and reporting the client’s successes including goal attainment, qualitative results, survey scores, customer testimonials and references.
Participates in prospecting new business and supports agency expansion. Coordinates key players both internally and externally and outline target dates for activities.
Working with Corporate Marketing; identifies the need for and gathers marketing materials to be used with key clients and distribution partners.
Review customer satisfaction results and analyze trends. Provide recommendation to increase satisfaction results.
Stays abreast of changes in workers' compensation statutes, case law and rehabilitation efforts/advancements in order to accurately interpret and apply relevant laws
Performs special projects, as assigned
Maintains confidentiality of all information processed
Adheres to the Employee Code of Ethical Conduct
EDUCATION OR EQUIVALENT EXPERIENCE:
Bachelor’s degree in Management, Business Administration, Marketing, Insurance or related field or the equivalent in relevant coursework and experience. Combinations of relevant education and experience many be considered in lieu of a degree, preference given to degree.
A minimum of seven to ten years in an insurance organization with demonstrated technical knowledge in one or more of the following areas: underwriting, marketing, loss control, auditing or similar knowledge that provide the necessary skills and abilities. Workers compensation insurance experience required. Progress toward or completion of industry recognized professional designations (e.g. AU, CIC, CPCU) preferred.
SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:
Ability to manage client relationships, especially sensitive issues and effectively problem solve.
Ability to interact with all levels of staff and management, and effectively exchange information clearly and concisely, articulate and present ideas, report facts and other information, and respond to questions as appropriate.
Strong interpersonal skills and the ability to negotiate while creating and maintaining mutually beneficial relationships with working partners.
Ability to apply principles of independent logical, analytical thinking to define problems, collect data, establish facts and draw valid conclusions.
Ability to identify client needs by using effective listening and probing techniques.
Ability to research and understand client’s business, identify industries trends related and understand their impact.
Ability to determine the key client/business issues and develop appropriate action plans from multidisciplinary perspectives.
Ability to conduct and interpret quantitative/qualitative analysis.
Ability to research workers compensation laws, regulations or issues specific, in order to offer guidance and/or direction to others
Confident and persuasive with s
trong oral/written communication, interpersonal and customer service skills are essential.
Ability to effectively manage and facilitate multi-functional employee teams that are not direct reports.
Critical thinking and good judgment to quickly determine and prioritize key issues.
Passion for innovation; comfort with ambiguity, and desire to learn quickly in a dynamic environment.
Excellent analytical skills to identify improvement needs and develop solutions.
Ability to manage multiple projects, establish work flows and meet necessary deadlines with minimal direction.
Proficient in MS office (Word, Excel, Outlook) – advanced skills preferred
Excellent organizational skills.
Ability to maintain confidentiality.
Ability to perform other assignments at locations outside the office.
Work is performed both in the office and in the field with minimal hazards. Travel (75%) is required with occasional overnight stays. May be required to lift and carry computer equipment and other marketing promotional items weighing up to 35 lbs.
The qualifications listed above are intended to represent the minimal skills and experience levels associated with performing the duties and responsibilities contained in this position description. The qualifications should not be viewed as absolute standards, but as general guidelines that should be considered with other position-related criteria.
We are an Equal Opportunity Employer. Diversity is valued and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis. Nothing herein is intended to create a contract.
United Heartland - 22 months ago
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