The Wealth Strategies Group Client Support Analyst serves Ayco clients, Account Managers teams and as the point of contact for life insurance underwriting process. The Wealth Strategies Group Client Support Analyst works conversationally with our clients to answer questions and assist clients with the underwriting process of insurance products. They are required to work across multiple products while adhering to all policies and procedures including, but not limited to, quality, client service, information security, and compliance.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Work cooperatively with clients to identify and resolve issues and concerns identified.
- Collect, analyze, and offer solutions to client requests through calls and emails.
- Document all service efforts in accordance with established procedures and compliance policies
- Communicate professionally and regularly with leadership and peers on status of open client engagements and escalations in accordance with established standards
- Work with internal teams to root cause recurrent issues and make recommendations for improvement
- Cultivate a service environment targeted towards enhancing the client experience
- Analyzing and problem solving, both independently and with the team
- Accuracy in the entry of data in to multiple systems
- Provide ongoing feedback to the team regarding quality service, training, and coaching to increase the effectiveness client experience.
- Apply business judgment to identify unusual or suspicious activities and escalate issues as appropriate.
QUALIFICATIONS/REQUIREMENTS
- Bachelor’s degree preferred
- Ability to deliver superior client service to internal and external clients
- Ability to work flexible hours to support the needs of the business
- Excellent interpersonal and communication skills with a desire and ability to work and lead in a team environment
- Strong organizational, communication, leadership, interpersonal and time management skills
- Keen attention to detail
- Technology savvy and creative thinker
- Excellent judgment with a focus on client service
- Self-motivated with strong ability to problem solve in a fast-pace environment
- Working knowledge of certain Microsoft products including Word, PowerPoint, and Outlook and Adobe.
