Client Services Representative

• Monitor and maintain workflow tasks for assigned clients to ensure requests and services are completed within the required deadlines
• Monitor incoming email and voice messages while corresponding with clients to provide accurate information regarding employer contributions, payroll, and plan information
• Collect, verify, and update required customer information accurately within Sentry systems
• Develop and maintain an understanding of Sentry’s plan documents, contracts, systems, and compliance requirements
• Perform other job-related duties as assigned

Associate Client Service Specialist

• Builds and maintains the relationships of qualified defined contribution retirement plans utilizing our Recordkeeping platform.
• Acts as a point of contact for assigned relationships, resolves team escalations, documents procedures and identifies areas for process improvement.
• Provides client assistance and customer service on day to day issues with clients by replying via both oral and written communication.
• Acts in a proactive manner with assigned clients and builds relationships to ensure retention.
• Works under pressure in a very fast paced environment.

Client Service Manager, Qualified

• Supervise the daily performance of Project Attorneys to ensure a high level of productivity
• Monitor daily employee performance in relations to accepted call quality standards
• Listen to and grade select phone calls utilizing a standard Quality Assurance Scorecard
• Maintain proficient understanding of company policies and procedures
• Analyze team needs based upon predetermined business plan
• Ensure team is adhering to their schedule
• Act as a liaison between the Project Attorneys, Project Managers, and Client Services management
• Support customers and claimants directly through phone interactions

Client Services Supervisor

• Support the Senior Director, Marketing and Special Services with various tasks
• Conduct marketing/companies of interest outreach as directed
• Create and edit excel spreadsheets to track various progress of deals, endorsements, and player information
• Create and track calendared dates for player appearances/player signings
• Research potential marketing/endorsement opportunities for current clients
• Assist with various client service needs of clients including restaurant reservations, hotel reservations, housing, equipment, and other needs as they arrive
• Assist in organizing client data to excel the client service and marketing efforts
• Assist with holiday gift ideas, award gifts, etc.
• Various administrative duties as assigned

Client Services, Baseball Internship

• Delivers a personalized and remarkable experience for our clients by answering their questions, providing servicing options and helping them with their products or services in a call center environment.
• Resolves inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions and is learning to become proficient in complex work.
• Researches and evaluates possible solutions to semi-complex problems that requires identifying root cause and some deviations from procedures
• Takes ownership of calls and begins to anticipate future issues to avoid repeat calls and unnecessary call transfers
• De-escalates client experience situations and applies skills learned in Effortless Experience training (CEB) to all situations.
• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
• Embraces new technology, educates clients and Financial Representatives on our client website and self-service capabilities and understands risks and impacts that the transaction has on the client or policy.
• Embraces change by keeping an open mind to new ideas, and readily adjusts to new or changing processes.
• Embraces continuous improvement by identifying opportunities for improvement.
• Fosters a professional relationship with our clients to enhance brand loyalty.
• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards.
• Multi-tasks between phone and casework/transactional duties with the high degree of accuracy and quality.

Client Care Services Representative

• Serve as primary point of client contact and coordinates program delivery
• Provide input to develop corporate and business unit strategies for account
• In conjunction with senior management help set client expectations in a professional and effective manner,
• Support day-to-day activities for the client program
• Manage client satisfaction and achievement of client specific KPI’s
• Collaborate with other team members to resolve client issues, problems or concerns on a timely and cost-effective basis
• Proactively use business experience and skills to identify new opportunities to enhance or extend relationship with client by providing additional solutions or services
• Assist in management of program profitability and performance metrics. Includes budgeting, forecasting, monitoring actuals, pricing/packaging of new offerings, accounts receivable management, invoice preparation and Service Level Agreements
• Suggest modifications to internal processes as needed for financial control
• Ability to work in a team environment and matrix organization and work remotely from team
• Help ensure that operational procedures are in place
• Participate in development and integration of Technology Solutions
• Serve as the client liaison for security to ensure appropriate customer access to client utilized systems and solution components
• Help establish high-level plans for software upgrades, migrations, and implementations

Director of Client Services

• Set the tone for the practice as we build and maintain each customer's trust and confidence.
• Responsible for pivoting around which the hospital operates.
• Handle customer inquiries and provide exceptional service.
• Perform tasks related to customer interaction, payments and service recommendations.

Client Service Representative

• Review and analyze documents, claim forms, supporting materials, and contract-related information
• Respond to complex inquiries from customers and clients
• Follow standard protocols, procedures, and instructions from Project Managers and Supervisors
• Apply feedback quickly and accurately to meet project expectations
• Work collaboratively with internal teams, project managers, supervisors, and business partners
• Monitor claims and correspondence work to ensure procedures are followed and project goals are met
• Assist supervisors and project managers in resolving issues that arise
• Identify errors, monitor the overall health of the case, and help create solutions
• Support quality assurance, deadlines, deliverables, and client-focused project outcomes

Client Services Project Lawyer

• Lead/assist in processing of daily transactions for all cash programs
• Monitor money movements
• Answer any/all investor inquiries expeditiously and accurately
• Coordinate with Sales and the custodian during the client on-boarding process
• Gather information and necessary documents for external audit confirmations
• Perform data entry of bank statements into SCCM’s proprietary system for reconciliation
• Assist with interest rate variance analysis and coordinate with bank team on discrepancies

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