Client Service Representative

Posting Description

Who We Are

Lenox Advisors brings together sophisticated solutions in wealth management and insurance services to high-net-worth individuals and their families. As a wholly owned subsidiary of NFP Corp., we combine the culture of a boutique firm with the stability and backing of a large corporation to create an environment that’s truly unique. NFP, an Aon Company, is a multi-year Best Places to Work award winner in Business Insurance who has also earned the 5-Star Diversity, Equity and Inclusion (DEI) award from Insurance Business magazine and the WORK180 employer endorsement. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.

Position Summary & Overall Purpose

Supports the Relationship Manager by scheduling and coordinating activities and initiatives that facilitate the new policy and client service processes. The Client Services Associate must provide superior client service by identifying the client’s wants and needs, acting on, and/or delegating items and following through to completion while keeping all parties informed throughout the process.

This is a full-time role working four days a week from our Chicago office and one from home.

What You’ll Be Doing

Pre-Sale and New Business

• Assembles meeting preparation documents pertaining to the client/prospect prior to sales meetings, including but not limited to, illustrations, policy and product summaries, reports, presentations, and marketing packets
• Performs all insurance underwriting duties, including preparation and completion of multi-life and individual disability, life, and long-term care applications
• Schedules medical insurance exams and orders all Attending Physician Statements based on insurance underwriting guidelines
• Follows up with the client and Relationship Manager during the underwriting process, keeps notes on the process and conversations in MOSAIC
• Partners with the New Business Team to manage all new business reasons. Uses MOSAIC as the system of record for status, notes, and tasks. Communicates with RM and client as necessary.
• Participates in Relationship Manager/New Business case management calls
• Reviews insurance policies and prepares them for delivery; follows up on delivery requirements when needed
• Ensures Relationship Manager has appropriate Licensing and Appointments and works with internal contracting and licensing contact to obtain and renew licenses
• Partners with Advanced Sales to obtain and/or generate the appropriate illustrations/one-pagers
• Processes all policy changes including reinstatement of lapsed cases, smoker rating changes, addition or removal of policy riders, and face amount reductions
• Partners with Private Wealth Management Team to process individual asset management applications, service requests, and performance summaries
• Coordinates tasks and responsibilities for all joint work

Client Service

• Processes all insurance policy service requests, including address, beneficiary/ownership changes, premium mode changes, and dividend option changes
• Provides superior client service by identifying client’s wants and needs, acting on, and/or delegating items and following through to completion, keeping all parties informed throughout the process
• Coordinates all collateral assignments, death or disability claims, and fund allocation changes with the assistance of the Relationship Manager
• Interacts daily with insurance carriers and vendors to ensure accurate and timely execution of client service requests
• Takes a proactive lead on conserving the Relationship Manager’s existing block of business by notifying clients of overdue insurance premiums and coverage in danger of lapsing, tracking all attempts and progress, and keeping the Relationship Manager informed of problematic cases
• Ability to follow through on a variety of requests and ability to create resolution on client and/or service related matters.
• Creates client correspondence as needed according to the Lenox Style Guide

Business Operations

• Responsible for greeting clients, fielding phone calls, reviewing incoming mail, managing office supplies, ordering client gifts, and maintaining client files
• Manages the Relationship Manager’s calendar, scheduling and confirming client meetings, registering visitors with security, and booking conference rooms
• Ensures data accuracy by regularly and routinely updating information in MOSAIC and maintaining client files. This includes, but is not limited to, fact find information and notes, case management (individual and MultiLife), task management, and client and policy information
• Participates in occasional training and development sessions as directed by department(s) and Regional Manager
• Creates feeder lists as requested
• Partners with the Relationship Manager when participating in Lenox marketing campaigns, including MOSAIC list updates as well as updating client email addresses

What We’re Looking For

Required Knowledge

• Knowledge of office equipment operations (copier, scanner, printers) and electronic calendaring programs (Microsoft Outlook)
• Familiarity with business principles and practices
• Familiarity working with Client Database Management systems
• Knowledge of Customer Service fields

Required Skills/Abilities

• Excellent communication skills, both verbal and written (email, written memos, telephone, voicemail, etc.)
• Ability to interact with clients diplomatically and professionally
• Strong attention to detail with the ability to prioritize multiple tasks in a fast-paced sales environment
• Ability to work independently and also to collaborate with teams
• Proficient in Microsoft Outlook, Excel, Word and PowerPoint
• Organizational, planning and critical thinking skills
• Ability to multitask

Required Behaviors/Attitudes

• Initiative
• Team oriented; demonstrates a service attitude
• Cares about delivering quality
• Planning & Organizing
• Confident / Assertive
• Dependable
• Take personal ownership for delivery of superior results; conscientious
• Demonstrate strong commitment to meeting the needs of internal and external clients

Education & Experience

• High School Diploma Required
• College Degree Preferred
• 1-3 Years of Customer Service Experience

What We Offer:

We're proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, ultimately, we exist to be there for others. The base salary range for this position is $42,945 – $68,670. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

NFP and You... Better Together!

NFP is an inclusive Equal Employment Opportunity employer.

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