Client Relationship Specialist

POSITION SUMMARY:
The Client Relationship Specialist (CRS) is responsible for providing outstanding, dedicated client care while maintaining professional relationships with current, potential, and former clients. Working as part of a team that manages a portfolio of new and existing accounts, the CRS serves as the main point of contact for client questions or concerns, ensuring a positive and seamless client experience. The role involves resolving client issues, educating clients on products and services, and supporting strategies for retention and growth.

Please note: Required working hours for the Client Experience department are 8:30 a.m. – 5:30 p.m. within your time zone.

Note: AE Perkins is a holding company that supports three innovative operating entities: Ameriflex, Workforce Go, and Accresa.

PRINCIPAL DUTIES & RESPONSIBILITIES (Core Competencies):

Client Interaction and Issue Resolution: Serve as the primary contact for clients, addressing questions and concerns in a timely manner. Own client issues from start to finish, ensuring resolutions meet or exceed client expectations (Intermediate).

Empathy and Client Care: Exhibit a high level of empathy and interpersonal skills when working with clients, ensuring they feel heard, supported, and valued (Advanced).

Proactive Client Support: Anticipate client needs by identifying potential questions or concerns and providing answers before they arise, offering a proactive approach to service (Intermediate).

Relationship Building and Retention: Build, maintain, and foster positive relationships with Plan Administrators, Brokers, and other stakeholders to support client retention and business growth (Intermediate).

Client Education: Educate clients on systems, tools, and policies related to Ameriflex products and services, ensuring they can utilize offerings effectively (Intermediate).

Account Organization and Documentation: Maintain organized and accurate account information for each client, including records of interactions, service issues, and resolutions (Advanced).

Regulatory Compliance: Handle confidential information with discretion in accordance with HIPAA and other relevant regulations, remaining knowledgeable about all regulations related to business services (Advanced).

Collaboration and Strategy Execution: Collaborate with internal partners to execute business plans and strategies that align with company goals (Intermediate).

Efficiency and Resource Utilization: Leverage company resources and tools to maximize efficiency, ensuring a seamless and reliable service experience for clients (Intermediate).

Additional Duties: Perform other duties as required to support business needs, as assigned by the Client Experience Manager (Beginner).

Requirements

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

Service Orientation: Passion for delivering outstanding client service and maintaining a client-focused mindset (Advanced).

Problem-Solving Skills: Ability to think on your feet and resolve issues effectively, even in high-pressure situations (Intermediate).

Communication Skills: Superior written and verbal communication skills, with the ability to clearly convey information and handle client interactions with professionalism (Advanced).

Organizational Skills and Multitasking: Strong organizational abilities, with a keen attention to detail and the capability to manage multiple tasks and high call and email volumes (Advanced).

Adaptability and Stress Management: Ability to adapt quickly to changing priorities and work well under stressful conditions (Intermediate).

Technical Proficiency: Competence in navigating multiple web-based programs and utilizing technology to address client needs efficiently (Intermediate).

Goal Orientation and Initiative: Highly goal-oriented and self-motivated, with a drive to grow and advance within the organization (Advanced).

Team Collaboration: Strong ability to work as part of a team, supporting colleagues and contributing to a positive work environment (Intermediate).

Compliance Awareness: Understanding of HIPAA regulations and other compliance requirements for handling sensitive information (Advanced).

CREDENTIALS & EXPERIENCE:

Education: Bachelor’s Degree from an accredited institution required.

Experience:

• 3+ years of account management experience preferred, with a focus