A.E. Perkins
We build and invest in businesses that focus predominantly on healthcare payments and benefits technology.
Senior Client Relationship Specialist
Location
United States
Posted
7 days ago
Salary
Not specified
English
Job Description
POSITION SUMMARY:
The Client Relationship Specialist, Senior (Senior CRS) provides exceptional client care and leads by example in managing professional relationships with current, potential, and former clients. As an experienced member of the Client Experience team, the Senior CRS manages a book of business for new and existing accounts, addressing complex client needs, handling escalations, and driving process improvements. This role involves mentoring junior team members, supporting client retention strategies, and playing a lead role in renewals and business development initiatives.
Please note: Required working hours for the Client Experience department are 8:30 a.m. – 5:30 p.m. within your time zone.
Job Requirements
- PRINCIPAL DUTIES & RESPONSIBILITIES (Core Competencies):
- Advanced Client Interaction and Escalation Management: Serve as the primary point of contact for escalated client issues, resolving complex problems and ensuring a seamless client experience from start to finish. Provide guidance and support during critical renewal processes (Advanced).
- Mentorship and Leadership: Mentor and provide guidance to CRS I and CRS II team members, offering coaching on best practices and complex issue resolution. Take a leadership role in team development and training initiatives (Advanced).
- Proactive Client Relationship Management: Anticipate client needs by proactively identifying potential issues and providing solutions before concerns arise. Take a lead role in strategizing and implementing client retention initiatives (Advanced).
- Renewal Process Management: Oversee the client renewal process, following a highly structured renewal format and addressing all touchpoints in the standard operating procedures. Act as the main point of contact during the renewal experience (Advanced).
- Process Improvement and Strategic Input: Identify opportunities for process improvements and implement changes to optimize service delivery and efficiency. Contribute strategic insights to the development of business plans and service enhancements (Intermediate).
- Client Education and Complex Training: Educate clients on more advanced systems, tools, and policies related to Ameriflex products and services. Conduct training sessions on complex topics as needed (Advanced).
- Account Organization and Strategic Documentation: Maintain comprehensive and organized account information, including detailed records of interactions, service issues, renewals, and resolutions. Provide reports and strategic insights to management (Advanced).
- Confidentiality and Compliance Leadership: Ensure compliance with HIPAA and other relevant regulations by handling confidential client information with discretion and serving as a resource on compliance matters for other team members (Advanced).
- Collaboration and Cross-Departmental Coordination: Collaborate with internal partners to execute business plans and strategies. Lead cross-functional projects that improve client service and satisfaction (Intermediate).
- Performance Tracking and Analysis: Monitor key performance indicators (KPIs) related to client satisfaction, renewal rates, and service delivery. Analyze trends and recommend strategies for improvement (Intermediate).
- Additional Duties: Perform other duties as assigned by the Client Experience Manager, including leading special projects or supporting business development initiatives (Beginner).
- KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
- Service Orientation and Leadership: Demonstrated passion for delivering outstanding client service, with strong leadership skills to guide team members and improve service quality (Advanced).
- Problem-Solving and Critical Thinking: Strong problem-solving skills with the ability to resolve complex client issues and provide strategic solutions in high-pressure situations (Advanced).
- Communication and Interpersonal Skills: Superior written and verbal communication skills, with the ability to engage effectively with clients and mentor junior team members (Advanced).
- Organizational Skills and Attention to Detail: Highly organized with the ability to manage a larger, more complex client portfolio, ensuring all account details are maintained accurately (Advanced).
- Adaptability and Stress Management: Ability to thrive in a fast-paced, dynamic environment, managing high call and email volumes while remaining calm and composed under pressure (Intermediate).
- Technical Proficiency and Training Skills: Skilled in navigating multiple web-based programs, with the ability to train others on complex systems and tools (Advanced).
- Goal Orientation and Initiative: Strongly goal-oriented, with a proactive approach to identifying opportunities for improvement and advancing within the organization (Advanced).
- Compliance Awareness and Leadership: In-depth understanding of HIPAA regulations and the ability to lead by example in handling sensitive information (Advanced).
- Process Improvement Mindset: Experience leading initiatives to streamline processes, improve workflows, and enhance client services (Intermediate).
- CREDENTIALS & EXPERIENCE:
- Education: Bachelor’s Degree from an accredited institution required.
- Experience:
- 3+ years of account management experience preferred, with a demonstrated ability to handle complex client service responsibilities and lead others (Advanced).
- Experience in Benefits Administration or a related field is preferred (Beginner).
- Technical Skills: Intermediate to advanced skills in Microsoft Excel and other data management tools are preferred (Intermediate).
- Travel Requirements: Ability to travel as needed, ideally once per year, to support client relationship initiatives, training, and business development (Beginner).
Benefits
- The pay range for the Senior Client Relationship Specialist position varies between $50,000.00 - $70,000.00
- BENEFITS
- ● Medical Insurance
- ● Vision Insurance
- ● Dental Insurance
- ● 401(k) Matching
- ● Flexible Spending Accounts
- ● Health Savings Accounts
- ● Disability & Life Insurance
- ● Employee Assistance Program
- ● LegalShield
- ● ID Shield
- ● Commuter Reimbursement Plan
- ● Tuition Reimbursement
- ● Bonus Pay – Our Client Experience team operates on a quarterly bonus structure with earning potential between 4% and 6% of base compensation quarterly.
- ADDITIONAL BENEFITS INCLUDE:
- ● Wellable membership
- ● Telescope Health (telehealth) through Accresa
- ● Intellect (mental health) application
- ● Employee engagement activities, including voluntary events, raffles, book club, and more!
