The Western and Southern Life Insurance Company · 5 hours ago
Client Support Specialist
BUFFALO GROVE, IL, US
Full-time
Onsite
New Grad, Entry LevelThe Western and Southern Life Insurance Company is seeking a Client Support Specialist to provide timely and courteous service to clients. The role involves researching and resolving service requests, processing transactions, and supporting marketing and recruiting efforts.
Insurance
Responsibilities
Provides timely and courteous service to internal and external clients by researching, analyzing and resolving service requests and complaints
Effectively answers questions related to existing contracts and products providing accurate, detailed and complete information
Accepts and processes payments and other policy transactions accurately and within specified parameters and guidelines
Is expected to utilize critical thinking skills to resolve issues and de-escalate client interactions, escalating to management when appropriate
Provides recruiting and marketing support by maintaining materials, compiling data, and submitting sources for candidate recruiting and lead opportunities
Partners with Agency and Sales Management teams to support the overall goals of the office
Works with minimal supervision and is makes an established range of decisions
Reviews, researches and resolves policy data to satisfy inquiries received via inbound and outbound phone interactions, written correspondence or walk-in office visits
Collaborates with various departments as needed and escalates to management when necessary
Supports the Agency by identifying marketing and recruiting event opportunities
Identifies cross-selling opportunities and submits potential sales leads during client interactions and within natural markets utilizing tailored approaches
Maintains updated and compliant marketing materials and supplies to support Financial Reps’ and Agency business needs
Champions proactive client retention processes by identifying client’s suggestions for improvement and making recommendations to management
Facilitates the conservation program by contacting the client for payment options and partnering with sales associates and management to conserve policies
Maintains accurate information and documentation within various systems including I3 phone systems and Customer First Platform, as well as product information and procedural knowledge
Works closely with Operations and Support Supervisor to support the needs of other offices within the Agency, plans ahead to accommodate changes in workload while minimizing the risk of impact to service levels, goals or objectives
Fosters a culture within the Agency that promotes open communication, integrity, professionalism, teamwork and a sense of urgency
Prepares and delivers bank deposit transactions to assigned branch and balances office cashbook and bank account accurately per premium processing guidelines
Performs other duties as assigned by management
Qualification
Required
Provides timely and courteous service to internal and external clients by researching, analyzing and resolving service requests and complaints
Effectively answers questions related to existing contracts and products providing accurate, detailed and complete information
Accepts and processes payments and other policy transactions accurately and within specified parameters and guidelines
Utilizes critical thinking skills to resolve issues and de-escalate client interactions, escalating to management when appropriate
Provides recruiting and marketing support by maintaining materials, compiling data, and submitting sources for candidate recruiting and lead opportunities
Partners with Agency and Sales Management teams to support the overall goals of the office
Works with minimal supervision and makes an established range of decisions
Possesses excellent verbal and written communication skills with the ability to successfully interpret and communicate business needs between field and home office in a clear and concise manner
Demonstrated experience in customer service, identifying client problems/issues, providing and initiating effective solutions
Able to effectively articulate information to clients in an empathetic and understanding manner to resolve customer concerns/inquiry
Ability to prepare correspondence, reports, and forms using a prescribed format
Experience must include strong telephone communication and etiquette skills
Demonstrated experience maintaining a calm and professional demeanor when handling demanding situations
Demonstrated ability coordinating multiple assignments and completing assigned tasks accurately and on a timely basis, including managing large amounts of diverse information and documentation
Possesses and displays a strong attention to detail
Demonstrated ability to effectively interact and communicate with all stakeholders
Must provide examples from work experience demonstrating commitment to accuracy associated with high volumes of work and/or multiple duties with flexibility to meet department and customer needs
Works in an office setting and frequently requires being in a stationary position for long periods of time while working at a desk, on a computer, or with other standard office equipment
This position will frequently move around the office to access file cabinets, office machinery, etc
While accessing file cabinets, this position will frequently use upper extremities to reach by extending hands and/or arms in any direction
Performs frequent movement of wrists, hands and fingers for continuous computer work
Working knowledge of word processing, spreadsheet and database applications
Extended hours required during peak workloads or special projects
Reliable transportation
Willingness to travel as needed and occasionally to areas outside the territory normally assigned
Preferred
Some college or commensurate experience preferred
Company
The Western and Southern Life Insurance Company
Financial products and concepts can be overwhelmingly complex.
Founded in 1888
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Jeff Meek
Vice President and Chief Financial Officer - W&S Agency Group
Recent News
2025-07-30
Company data provided by crunchbase