Client Services Specialist

Schedule: 8 AM - 5 PM CSTObjective: Drive business efficiency and revenue through administrative support and exceptionalcustomer service.? Technical Requirements:Must have access to backup power in case of outages so power and internet still work, even during a blackout.Must have backup internet in case the broadband connection fails.Prepaid internet modems can be purchased to buy data and secure a temporary connection when needed.Must pass an internet speed test (at least 5 mbps)Job Duties include, but are not limited to:Provide an impeccable client experience to all of Melissa Gomez's personal clients as well as the licensed agents in her team.? New Business / Production? Data entry of life insurance and annuity client applications completed via Docusign and submitted into our software system for official submission.? Collect data for entry directly from clients via live phone/zoom call to submit applications for them.? Call/Text clients to collect missing information to complete applications.? Client Support          ? Manage communication with Melissa Gomez's personal clients including, but not limited to:Welcome Email/TextWeekly calls/texts to provide case updatesCall/text clients to obtain all outstanding requirements quicklyApproval/Decline EmailEnsure delivery of policy and collect signed Policy Delivery ReceiptUpdating policy information such as address, bank account, insurance amount, etc.¦ Requesting policies to be mailed to physical locations¦ Respond to any requests from clients or carriers urgently within 24-48hours? Tracking / ReportingData entry of Melissa's personal client information from applications into Google Form transmittal for record-keeping and tracking purposes.Transfer all transmittal entries from the transmittal spreadsheet into the master Production Log spreadsheet.¦ Manage Production Log spreadsheet daily, adding new updates/progress oneach pending client case.Actions take may include:Booking paramedical exams for the clients to provide blood & urineRetrieving medical records from client's physiciansGathering necessary information from clients by sending them a Docusign form to complete.¦ Keep impeccable notes on each step taken towards resolving the case.? Placement & Persistency: Commissions & ChargebacksPlacement is defined as the % of applications that get approved/paid compared to the amountof applications submitted.Persistency is defined as the % of approved/paid policies that stay inforce over an extended amount of time (9 months or more).? Achieve OKR 70% Placement minimum every month (measured every other month)  ¦ For example, if we submit 100 applications in January, at least 70 of them must be approved and paid commissions by March 1.? Update Production Log spreadsheet with all applications that paid out on commission            statements¦ Commission Reports are due by COB every Friday to display which policiespaid out that week          ? Update Chargeback Report spreadsheet with all applications that charged back oncommission statements¦ Take action to resolve the chargebacks with clients and agents until resolved? Agent SupportOur agent's Placement/Persistency is included in our total, so ensuring they are also gettingtheir submitted business approved/paid is critical.? Train agents on how to complete all of the responsibilities outlined above independentlyon their own.(The agent's do not have assistant's helping them, so they have to do all ofthe tasks above on their own and need to be trained on how to complete the tasks.)¦ Phone Calls and 1-1 Zoom Calls with agents to show and teach them how tocomplete the tasks above for their own clients¦ Checking in with agents via text and email to gather updates to updateProduction Log spreadsheet¦ Emailing agent's suggestions and feedback / guidance for how to handle certain situations they're facing with their client policiesResources, Training, & Support ProvidedMelissa Gomez is very hands-on with onboarding and ongoing mentorship to provide employees with support, guidance, and meaningful feedback so they can continuously improve and achieve goals.? Monthly Strategy Zoom Meeting will occur on the 1st business day of the month to discuss goals for the month? Reports will be reviewed together twice every week via Zoom to discuss what is going well and what needs improvement and provide suggestions? Daily check-ins will occur via text (and/or brief call if necessary) to gauge progress and offer support/direction to assistant to aid in success? Written & Video Standard Operating Procedures (SOPs) available for all main responsibilities? Every insurance company we work with has training videos and brochures on their website teaching how to do everything required in the role from data entry, to locating additional documentation, to checking commission statements and beyond.These resources will need to be studied and learned outside of working hours.? Open communication 24/7 with Melissa Gomez directly to ask questions and request guidance/clarity on any assigned task.Questions from employees are welcomed and appreciated!Candidate Requirements:1.Results-driven: The ideal candidate should be highly motivated to achieve goals and exceed expectations, with a relentless drive to overcome any obstacle to succeed.2.Data-savvy: Must possess strong analytical skills and be able to interpret data to make informed decisions that drive results.3.Customer-oriented: The candidate should be able to deliver exceptional customer service to clients and agents, providing a positive experience for them.4.Attention to detail: The candidate should have a keen eye for detail and possess strong data entry and tracking skills, with a focus on accuracy to ensure business success.5.Communication skills: Strong English language communication skills are essential, both written and verbal, with the ability to communicate professionally via phone call, text, and email with clients, agents, and carriers.6.Organizational skills: The candidate should be highly organized and able to manage multiple tasks efficiently while maintaining a high level of productivity.7.Proactive problem-solver: The ideal candidate should be able to identify and address bottlenecks and process issues, and provide recommendations for cost-saving and time-saving solutions.8.Excel proficiency: While basic knowledge of Microsoft Excel is required, proficiency in creating and managing Pivot Tables and detailed, logic-based formulas is preferred.9.Insurance industry experience: Experience in administrative roles within insurance companies and training others to complete processes and procedures is preferred, but not required.10.Familiarity with DocuSign: Experience with DocuSign, an electronic signature software, is preferred.However, candidates with a willingness to learn are also encouraged to apply.11.Go High Level CRM expert: Experience with the Go High Level CRM software is preferred, as the role involves managing client information and interactions within the platform.12.Self-motivated: The candidate should be able to work independently, take ownership of their tasks and responsibilities, and manage their workload without needing constant direction or supervision.13.Self-starter: Responsible for taking initiative, identifying opportunities for improvement, and driving projects forward independently.They are resourceful, adaptable, and able to thrive in a fast-paced environment14.Critical thinker: analyzes complex problems and develops creative solutions based on thorough research and evidence15.Strong decision-making skills: The ideal candidate should be able to make quick, effective decisions based on their knowledge, experience, and judgment, and be comfortable taking calculated risks when necessary.16.Resourceful: The candidate should be able to utilize resources available to them such as training videos, contact directory, and SOPs to find solutions to problems and complete tasks, without requiring excessive guidance or support.17.Action-oriented: The ideal candidate should have a bias towards action, with the ability to make decisions and take initiative to move projects forward.18.Adaptable: The candidate should be able to adapt to changing circumstances and priorities, and be comfortable with uncertainty and ambiguity.19.Comfortable with ambiguity: The candidate should be able to deal well with uncertainty and changing circumstances, and be able to adapt quickly to new information or priorities as they arise.20.Fast-paced environment: The candidate should be able to thrive in a fast-paced work environment without getting overwhelmed, while still maintaining a high level of accuracy and attention to detail.21.Time management: The candidate should be able to manage their time effectively by discerning how to prioritize tasks in order to meet important deadlines in a timely manner, while still maintaining high quality work.22.Ability to teach others: The ideal candidate should have the ability to effectively teach team members how to perform their job responsibilities with efficiency, accuracy, and urgency.23.Impeccable Follow-up skills: The ideal candidate should have exceptional follow-up skills and be persistent until tasks are completed, ensuring that nothing falls through the cracks.They should be able to effectively track progress and communicate updates to relevant parties, while also prioritizing and adjusting their approach as needed to meet deadlines and achieve goals