Associated Insurance and Risk Management Advisors ยท 1 day ago
Client Experience Associate
Rolling Meadows, IL
Full-time
Hybrid
Entry Level
$60K/yr - $75K/yr
2+ years expAssociated Insurance and Risk Management Advisors is seeking a Client Experience Associate to support the Director of Client Experience in optimizing service delivery. The role involves documenting workflows, overseeing vendor execution, and assisting with cross-functional projects to enhance client experience and operational efficiency.
Financial ServicesInsurance
Responsibilities
Workflow documentation and testing
Map, document, and maintain end-to-end client service workflows and SOPs
Conduct user acceptance testing for optimized workflows; identify gaps, defects, and root causes
Track remediation actions and verify fixes; ensure version control and change logs are up to date
Track Stewardship process for top 100 clients; provide progress reports on utilization
Collaborate with Director of Client Experience on client feedback process
Gather, monitor and provide analysis on client experience surveys
Identify emerging industry trends in client experience for the firm to consider implementing
Monitor adherence to documented processes and SLAs; perform periodic audits and spot checks
Log and escalate deviations; coordinate rapid corrective action and preventative controls
Partner with ReSourcePro on continuous improvement initiatives and reporting
Partner with Training team to create clear, role-based training materials, job aids, and quick reference guides for the Applied Epic migration and ongoing updates
Support training sessions, learning paths, and gather feedback to refine materials
Support knowledge management and content governance
Assist with planning, timelines, and task tracking for client experience initiatives
Facilitate cross-functional communication among Operations, Client Service, IT, Training and Compliance
Qualification
Required
2-3 years of experience in insurance operations or client service within a brokerage/agency or carrier environment
Hands-on knowledge of Applied Epic and client service workflows
Experience with process mapping and documentation
Vendor management exposure, ideally with managed service providers like ReSourcePro
Strong written communication and technical writing skills for SOPs and training content
Proficient with Microsoft 360 products
Continuous improvement mindset
Preferred
Relevant insurance designations a plus
Benefits
Hybrid work schedule
Bonus eligibility
Company
Associated Insurance and Risk Management Advisors
Associated is a 130+ year old privately owned insurance and risk management advisor, committed to going above and beyond for our employees, clients and carriers because your future is our present.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Nikki (.
Executive Assistant to the CEO
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