Client Operations Specialist

2023-01-11

Full Time

Description

With minimal supervision in a distributed workforce, provide service to VSP�??s clients and their brokers. This includes a high volume of routine to moderately complex issues and inquiries for VSP�??s small market clients. Provide support on client servicing and operations related items, including client implementation, renewals, maintenance, analysis, and problem resolution.

Consistently deliver a high level of service to achieve and maintain high client and broker satisfaction levels and support client and member retention.

Perform all requirements needed to implement new and renewing clients from start to finish. Determine appropriate group structure, enter data into appropriate systems, install standard rates and products, and issue group welcome notifications and documents within established time frames.

Participate in online installation meetings to analyze customer requirements, system capabilities and provide recommendations for structure and membership to support group�??s routine to moderately complex requirements.

Analyze customer requirements, provide education on VSP�??s capabilities, and in collaboration with account team, provide recommendations for structure, membership, and billing to support group requirements within business standards.

Review new and renewing group structure, eligibility, and rates to ensure accurate group billing, reporting requirements, and member benefit availability.

Research, resolve and accurately respond to inquiries from clients, brokers, and business partners.

Obtain and verify partner (broker) licensing information to ensure commissions records are accurate.

Coordinate with business partners to resolve membership/billing issues by conducting audits of VSP and group files both manually and electronically; recommend resolutions and report results.

Identify revenue growth opportunities when communicating with clients and brokers and forward leads to appropriate sales partners.

Identify at-risk client and brokers, based on established triggers, and notify sales partners to help retain business.

Manage process for producing documents to compile contracts, including policies, amendments to the contract, 5500 forms etc., edit specifications to ensure legal obligations are met.

Comply with data integrity and security policies.

Job Specifications

Typically has the following skills or abilities:

Two to four years�?? Customer Service or Account Service experience, or equivalent experience demonstrating the ability to build effective relationships and resolve a variety of issues

Excellent communication and interpersonal skills to effectively communicate with internal and external business partners

Critical thinking and analytical, with a solution-oriented approach to work

Must be detail-oriented and accurate

Strong organization and time management skills to prioritize multiple tasks

Proven problem-solving, negotiations, and decision-making skills

Ability to work well and be comfortable with ambiguity and change

Demonstrate proficiency in MS Office applications

Ability to type 35 wpm

Must be available to work within the full range of division hours of operation

Working Conditions

The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

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Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses, equity and commissions. For more information regarding VSP Vision benefits, please

click here

Salary Range:

27.5

VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.