Client Services Strategist

Job Summary:

The Client Services Strategist is responsible for the development, implementation and troubleshooting of agency services platforms and products to our clients. Additionally, this position will maintain service information in the departments project management system. Other responsibilities include training key employees on processes, identifying additional service opportunities, and assisting with creating policies and procedures to support functional infrastructure. The Client Services Strategist performs the essential functions of the position noted below, while meeting the quality and service standards developed by the agency.

Essential Functions:

Platform Ownership & Enablement

• Create, manage, and provide ongoing support for assigned agency platforms or tools, including but not limited to the Risk Management Center portal, the Client Access Portal (CSR24), BerniePortal, Employee Navigator, Mineral, Wrangle, ModAdvisor, Mployer, BenefitHub platforms for clients and internal staff.
• Configure and recommend platform features, tracks, and workflows based on information provided by the Property & Casualty and Benefits departments.
• Monitor, track, and analyze client adoption and utilization of service platforms and products.
• Evaluate and assist in the implementation of new proactive service platforms and tools.

Client Experience & Engagement

• Meet with clients through in-person, virtual meetings, phone calls, and email to ensure satisfaction, respond to inquiries, and identify additional service opportunities.
• Assist with research and recommendations for services and solutions that address client pain points.
• Assist in preparation of proposal materials and proactive service timelines for clients and prospects.

Training, Communication & Change Management

• Develop and deliver training for clients and internal team members on service platforms and products.
• Create and maintain training materials, department newsletters, playbooks, forms, and intranet content.
• Prepare communications and support materials for internal and external meetings and training. 

Operational & Process Support

• Maintain accurate documentation of conversations, emails, and service activities within the department’s project and workflow management system.
• Assist in preparation and delivery of open enrollment materials including employee benefit booklets, selection forms, and rate grids.
• Support creation, maintenance, and scheduling of compliance-related services such as ERISA Wrap Documents, 5500s, ACA Reporting, Experience Mod Analyses, MLR Rebate Calculations, and other assigned services.
• Assist the Client Services Manager with development and streamlining of policies, procedures, and workflows.
• Provide assistance to senior and assistant client services staff as needed.
• Participate in department and agency meetings and maintain department materials and supplies.

Knowledge, Skills & Abilities:

• Excellent verbal and written communication skills with the ability to translate complex information into client-friendly formats.
• Strong interpersonal and customer service skills; bilingual abilities are a plus.
• Ability to manage competing priorities, meet deadlines, and work effectively in a fast-paced, client-focused environment.
• Analytical mindset with the ability to assess service utilization and identify improvement opportunities.
• Confident self-starter who works well independently and collaboratively.
• Proficiency in Microsoft Office Suite or related software
• Ability to facilitate platform adoption and change management for internal and external stakeholders

Education and Experience:

• High school diploma or equivalent required.
• Experience providing full-scope training, from analyzing needs to planning, development and implementation preferred.
• Previous Property & Casualty and/or Life & Health Insurance experience preferred.
• Property and Casualty and or Life & Health Agents Licenses preferred.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  

• Work is normally performed in a typical interior/office work environment. The employee frequently is required to remain in a stationary position, often standing or sitting for prolonged periods.   
• While performing the duties of this job, the employee is regularly required to communicate, listen and observe. Specifically, the employee must be able to communicate clearly on the telephone with others.  
• This position frequently communicates with clients who have inquiries about their services. Must be able to exchange accurate information in these situations.
• Constantly operates a computer and other office productivity machinery, such as calculator, copy machine, and computer printer. This includes repeating motions that involve the wrists, hands and/or fingers.
• Position may require the employee to ascend and/or descend ladders, stairs, ramps, and the like. 
• Fast-paced environment with a high volume of work to be completed daily.
• Limited physical effort required or exposure to physical risk. However, must be able to lift 15 pounds at times.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Blue Ridge Risk Partners is an Equal Employment Opportunity and Affirmative Action Employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as individual with a disability, or other applicable legally protected characteristics.