Client Relations Associate

Middleton, Wisconsin
Administrative & Support Services (Office and Administrative Support Occupations)
Job Type
Working Hours
8:00 AM - 5:00 PM
US$ 16.00 - US$ 17.00 per hour
Ref. Number
Hennen, Grace, Spherion
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Job Description

Join a global leader in the insurance industry as a Client Service Specialist! Our client develops new insurance products for markets and has locations all around the world. They are looking for someone who is energetic, optimistic, personable, and customer service oriented. This is a welcoming environment that encourages a positive and fun office! This position is located in Middleton, WI. The Client Service Specialist Small Group is responsible for researching complex client issues, reporting and trend analysis, leading and/or participating in special projects as assigned by the Client Services Coordinator -Small Group and filling in for team members who are out of the office. This position will also be responsible for identifying opportunities to improve the client experience.


  • Facilitate the resolution of complex service issues of clients in a professional manner utilizing interpersonal skills including diplomacy, tact and a concern for the client's needs
  • Maintain and proactively manage CRM database, documenting each customer interaction and action item in a proactive, compliant manner and in adherence to department standards
  • Provide proactive analysis of client accounts to anticipate their needs and identify opportunities to improve the customer experience
  • Maintain proficiency and knowledge on all Employee Benefits Corporation's products, industry regulations and business processes at a level to educate others
  • Responsible for evaluating, suggesting and implementing process and procedural changes to improve area operations, efficiency and service to both internal and external customers
  • Collaborate with Client Service Consultant(s) on assigned accounts to assist in the management and servicing of shared accounts
  • Monitors departmental email Help Desk inbox, delegating and assigning tasks and work accordingly, utilizing discretion and independent judgement
  • Serves as departmental point of contact to receive and disseminate communications around product and regulatory changes and updates to ensure client issues are responded to in a timely, efficient and knowledgeable manner
  • Research complex client issues and follow-up with appropriate Client Service Consultant with resolution of the issue
  • Lead solution development efforts to best address customer needs, while coordinating the involvement of all necessary company personnel
  • Partner with clients in identifying and planning communication strategies through ideation and deployment
  • Manage and resolve complex issues in a constantly changing environment including assisting and identifying root causes of client issues, providing recommendations and solutions to internal and external customers
  • Safeguard confidentiality, privacy and security of organization and customer (PHI) information


  • Bachelor degree in business or related field (may be substituted by equivalent number of years of related experience or Associate degree plus two years of related experience)
  • Minimum of one year exceptional customer service skills in a professional office setting, providing client development and retention - Demonstrated effective verbal and written communication skills, utilizing proper grammar, syntax and business acumen
  • Proven success working both independently and as a team
  • Strong organizational and time management skills with proven ability to multitask in a high paced environment
  • Intermediate proficiency with Microsoft Outlook, Excel and Word
  • Intermediate proficiency with database navigation
  • Basic proficiency with Microsoft PowerPoint
  • Possession of valid driver's license and access to reliable transportation
  • Proven and impactful customer service experience in a health insurance or related field
  • Experience working within a dynamic Customer Relationship Management system (CRM)
  • Previous experience working with COBRA and tax advantaged benefit plans

Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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