[Hiring] Client Relations Specialist @Protective

Role Description

The Client Relations Specialist (Spec II, CX Operations) will provide support for all functions within the Client Relations department with a primary focus on new dealer agreements and submissions, and support roles for the Client Relations Managers. Candidates work with the entire Protective staff to ensure the success of Protective’s clients with professionalism and enthusiasm, being the “GO TO PERSON” for all concerns, issues, and direction for everything pertaining to sales while maintaining the company’s philosophies and principles. This position is eligible for remote/work-from-home arrangements. Available schedules are 7:30 a.m. to 4:30 p.m. PST or 9:00 a.m. to 6:00 p.m. PST, with equivalent local working hours for candidates located outside the Pacific Time Zone.

Essential Functions:

• Be the Protective product knowledge expert in ALL environments that pertain to the role and responsibilities.
• Assist in the response to incoming calls from agencies, providing problem resolution by acting as a liaison between the Account Executive, CRM, and the client.
• Pre-fill all Protective and Vendor agreements.
• Place launch and regular supply orders in a timely manner.
• Responsible for inputting agreements in DocuSign and ensuring they are executed.
• Create and complete dealer checklists for new setups and changes.
• Maintain a process for tracking all agreements that are submitted, which includes:
  • Outlining all missing documents and information.
  • Continued follow-up on missing information on a consistent schedule.
  • Maintain consistent and accurate records and tracker on the server.
• Make appropriate dealer updates and changes in the system and obtain proper documentation and disseminate to all departments.
• Work with agents and providers on retrieval and submission of required licensing paperwork.
• Handle correspondence with insurer, such as requesting monthly Contractual Liability Policy by requesting state-specific insurance and documents and requesting dealership cancellations for state-specific policies in place.
• Work as a back-up to the Client Relations Dispatcher.
• Takes initiative to formally document relevant processes and updates on a regular basis.
• Respond in accordance with Key Performance Indicators (KPIs).
• Regularly communicate in a professional friendly manner and proactively and consistently follow up with a sense of urgency on open items.
• Provide assistance to all team members when needed.
• Take ownership of changes and be personally responsible for managing change in an upbeat positive manner.
• Other Job Duties as assigned.

Qualifications

• Self-motivator – Initiative-taker.
• Solution minded.
• Excellent communication skills, both verbal and written.
• Driven by integrity.
• Willingness to embrace change.

Requirements

• Ability to frequently sit for long periods of time.
• Ability to walk, stand, reach with hands and arms; stoop, kneel, crouch, and lift up to 25 pounds.
• Vision acuity is required to include close vision, color vision, distant vision, and the ability to adjust focus.
• Ability to grasp objects such as a telephone or a computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment.
• Ability to hear and talk, both in person and by phone.
• Ability to spend extended hours in front of a computer screen.

Benefits

• Comprehensive health, dental, and vision insurance.
• Mental health benefits and an employee assistance program.
• Variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day).
• Contributions to healthcare accounts.
• Pension plan and a 401(k) plan with Company matching.
• ProHealth Rewards platform to improve wellbeing while earning cash rewards.