Client Relations Specialist (Specialist II, CX Operations)

The Client Relatios Specialist (Spec II, CX Operations), will provide support for all functions within the Client Relations department with a primary focus on new dealer agreements and submissions, and support roles for the Client Relations Managers. Candidates work with the entire Protective staff to ensure the success of Protective’s clients with professionalism and enthusiasm and being the “GO TO PERSON” for all concerns, issues, and direction for everything pertaining to sales while maintaining the company’s philosophies and principles.

Essential Functions:

• To be the Protective product knowledge expert in ALL environments that pertain to the role and responsibilities.
• Assist in the response to incoming calls from agencies, providing problem resolution by acting as a liaison between the Account Executive, CRM, and the client.
• Pre-fill all Protective and Vendor agreements.
• Place launch and regular supply orders in a timely manner.
• Responsible for inputting agreements in DocuSign and ensuring they are executed.
• Create and complete dealer checklists for new setups and changes.
• Maintain a process for tracking all agreements that are submitted, which includes, but is not limited to: outlining all missing document and information; continued follow up on missing information on a consistent schedule; maintain consistent and accurate records and tracker on the server.
• Make appropriate dealer updates and changes in the system and obtains proper documentation and disseminates to all departments.
• Work with agents and providers on retrieval and submission of required licensing paperwork.
• Handle correspondence with insurer, such as requesting monthly Contractual Liability Policy by requesting state-specific insurance and documents and requesting dealership cancellations for state-specific policies in place.
• Works as a back-up to the Client Relations Dispatcher.
• Make appropriate dealer updates and changes in the system and obtains proper documentation and disseminate to all departments.
• Takes initiative to formally document relevant processes and updates on a regular basis.
• Responding in accordance with Key Performance Indicators (KPIs).
• Regularly communicates in a professional friendly manner and proactively and consistently follows up with a sense of urgency on open items.
• Provides assistance to all team members when needed.
• Assist in the response to incoming calls from agencies, providing problem resolution.
• Takes ownership of changes and is personally responsible for managing change in an upbeat positive manner.
• Other Job Duties as assigned.

Education and Qualification Requirements:

• Ability to frequently sit for long periods of time.
• Ability to walk, stand, reach with hands and arms; stoop kneel, crouch, and lift up to 25 pounds.
• Vision acuity is required to include close vision, color vision, distant vision, and the ability to adjust focus.
• Ability to grasp objects such as a telephone or a computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment.
• Ability to hear and talk, both in person and by phone.
• Ability to spend extended hours in front of a computer screen.

Preferred Requirements:

• Self-motivator - Initiative-taker.
• Solution minded.
• Excellent communication skills, both verbal and written.
• Driven by integrity.
• Willingness to embrace change.

Work Environment and Physical Requirements:

• Ability to frequently sit for long periods of time.
• Ability to walk, stand, reach with hands and arms; stoop kneel, crouch, and lift up to 25 pounds.
• Vision acuity is required to include close vision, color vision, distant vision, and the ability to adjust focus.
• Ability to grasp objects such as a telephone or a computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment.
• Ability to hear and talk, both in person and by phone.
• Ability to spend extended hours in front of a computer screen.
• Ability to frequently sit for long periods of time.
• Ability to walk, stand, reach with hands and arms; stoop kneel, crouch, and lift up to 25 pounds.
• Vision acuity is required to include close vision, color vision, distant vision, and the ability to adjust focus.
• Ability to grasp objects such as a telephone or a computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment.
• Ability to hear and talk, both in person and by phone.
• Ability to spend extended hours in front of a computer screen.