Client Experience Specialist

The Client Experience Specialist (CXS) reports to the Director, Client Experience and is a member of AmTrust's Client Experience team; and is responsible for external client support throughout the life of the policy. The Client Experience Specialist (CXS)'s goal is to support the Client Experience team to support Sales, Underwriting, Premium Audit and Claims to drive retention and growth by creating loyal and satisfied clients while improving loss costs and experience modifications.

This position interacts with various internal (e.g., Sales, Premium Audit, Claims, etc.) and external stakeholders (e.g., agencies, policyholders, etc.) to facilitate resolution of service, system/technology and premium audit related issues and inquiries through timely responsiveness and effective communication. Maintains a solid understanding of AmTrust's mission, vision, and values; and upholds the standards of the organization.

Apply knowledge and auditing skills to review/analyze previously completed Workers' Compensation audits to assist external client awareness and understanding.
• Communicate audit results and required information to external stakeholders to foster transparency and timely resolution
• Stay current with industry, regulations, manual rules and market trends to ensure audit accuracy and compliance.
• Coordinate conference call(s) with external clients and Premium Audit to address questions and concerns and ensure awareness and understanding of audit results, if and when needed

• Triage external client assistance to the appropriate internal business partner for immediate and effective resolution (e.g., Billing, Payments, Collections, PAYO, etc.); and escalate audit concerns, if necessary.
• React timely to broad range of potential external client issues/concerns in support of an elevated client experience
• Demonstrate the value of AmTrust's Portal for external clients and facilitate their registration and setup; and ongoing support
• Ensure awareness, transparency, collaboration and progress through timely and effective communication and documentation with internal and external stakeholders/business partners..
• Comprehensively and timely documentation of assistance/service-related action(s) in Salesforce to ensure awareness across Client Experience.
• Performs other related duties and special projects as assigned to support department and organizational needs.

Required:

• Minimum of 1-2 years of relevant Premium Audit experience
• Minimum 2-3 years relevant experience in Claims, Underwriting, Sales, or other insurance-related function
• Knowledge of, and experience with, Workers' Compensation and/or Property & Casualty insurance products and principles
• Strong critical thinking skills, excellent attention to detail and organizational abilities
• Exceptional written, verbal and interpersonal skills
• Ability to effectively manage multiple tasks simultaneously in a fast-paced, team-oriented environment
• Knowledge of Microsoft Office Suite and the ability to learn new software programs

Preferred:

• Bachelor's degree

This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties, or responsibilities that will be required in this position. AmTrust has the right to revise this job description at any time.

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AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.