Responsibilities In Your Role
• Primary point of contact for clients, partners and vendors, by actively supporting inquiries received via email, live chat, website inquiries, phone and more.
• Drive Customer behavior by providing support to clients, including making outbound phone calls/email campaigns to obtain resolutions to plan issues.
• Provide ongoing email, chat, website and phone training for new and existing LRS team members, assisting with utilization of these communication tools and ensuring consistent engagement by team members.
• Learn 3rd party application communication tools, identify how our internal team members and external clients/partners can better utilize such tools, create and provide training to maximize the use of such tools.
• Develop our external and internal knowledge base, as well as our intranet, by creating training materials and FAQs to support internal team members, clients and partners with effective instructions.
• Collect, maintain, and report Key Performance Indicators and metrics related to communication (phone, email, chats, etc.).
• Facilitate and provide online account login and other software application training for new clients and partners.
• Recommend and implement operational changes that improve client satisfaction and decrease client and partner inquiries.
• Support the implementation of new clients with our company, including new account/client set up, installation of information in LRS systems, keeping information up to date in systems – auditing and approving changes, plan document preparation and transmission.
• Prepare enrollment kits, participant notices and other sponsor and participant communication.
• Support ERISA Bond, Force Out, Automatic Enrollment and other LRS programs.
• Collaborate with team members to continuously improve client service processes.
• Lead effective training sessions for internal team members, clients, and partners.