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About the Role

This role serves as the primary point of contact for policyholders, insurance brokers, and general agents, providing accurate policy administration, timely service, guidance on coverage, and professional responses to client inquiries.

Responsibilities

• Provide accurate policy administration, timely service, and guidance on coverage.
• Respond professionally to client inquiries.
• Increase knowledge in NYS WCB regulations to build and maintain positive client relationships.
• Educate clients on Standard Security processes, policies, and procedures.
• Respond to customer inquiries regarding coverage, billing, and status updates.
• Collaborate with resolution specialists and internal departments for smooth operations.
• Maintain thorough knowledge of service activities for assigned clients.
• Present complete understanding of issues to clients with support.
• Address inbound/outgoing calls providing customer service.
• Code and process new business applications into the PolicyNet database.
• Communicate information in terms callers will understand.
• Follow up on customer inquiries.
• Resolve customer inquiries with manager support.
• Maintain adherence to all department standards.
• Manage assigned agency book(s) of business and relationships.
• Maintain and protect confidential employer and producer information.
• Maintain a high level of confidentiality and abide by NYS Data Encryption rules.
• Perform electronic filing of supporting documents for policy changes.
• Maintain the account management database (PolicyNet) for assigned clients.
• Support client and broker reporting requests.
• Facilitate website new user access and troubleshoot user issues.
• Perform other duties and responsibilities as assigned.
• Participate in special projects as needed.
• Utilize best practices and follow standard operating procedures.
• Identify and work with management to implement solutions for internal process issues impacting client satisfaction.
• Contribute to departmental and organization-wide projects to enhance service and efficiency.
• Perform New Producer set-up, ensuring accurate information in internal systems.
• Sit for prolonged periods, frequently stand and walk, bend, crouch, kneel, reach.
• Occasionally lift 25lbs.
• Perform extensive typing and use fingers for tasks.
• Maintain visual acuity for data analysis, computer use, and reading.
• Maintain hearing sufficient to understand verbal instructions and answer telephones.

Requirements

• High School Diploma required.
• Related experience preferred.
• NYS Life, Accident and Health (LAH) License preferred.
• Must obtain an NYS LAH Insurance License within 3 months of employment.
• Must maintain a valid NYS LAH license and continuing education requirements.
• Demonstrated exceptional customer service acumen.
• Strong consulting, negotiation, and leadership skills.
• Product/maintenance knowledge preferred.
• Strong communication skills, written and verbal.
• Ability to build and maintain collaborative working relationships.
• Planning and organization skills.
• Multi-tasking abilities.
• Proven analytical skills.
• Ability to prioritize incoming customer queries.
• Ability to adapt to change.
• PC skills using MS Office (Word, Excel, and Outlook).
• Knowledge of group insurance, products, contracts, and services preferred.
• Understanding of state regulations applying to group plans preferred.
• Knowledge of underwriting principles and practices preferred.
• Ability to Travel: Up to 10%.

Skills

• Customer service
• Policy administration
• Client relations
• NYS WCB regulations
• Communication
• Negotiation
• Leadership
• Planning
• Organization
• Multi-tasking
• Analytical skills
• Prioritization
• Adaptability
• MS Office (Word, Excel, Outlook)
• Group insurance knowledge
• Underwriting principles

Location

• New York, NY

Work Type

• Hybrid

Experience Level

• Related experience preferred

Education Level

• High School Diploma

Salary/Compensations

• $23.10 - $28.87 hourly

Benefits

• Annual performance bonus
• Generous 401(k) company match (immediately vested)
• Choice of three medical plans (includes prescription drug coverage)
• Company contribution to Health Savings Account for High Deductible Health Plan enrollees
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance
• Family friendly benefits including Paid Parental Leave & Adoption Assistance
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off – starting with at least 20 days per year
• Nine company paid holidays
• Volunteer days
• Community partnerships
• Employee Assistance Program
• Ability to connect with colleagues through Employee Resource Group program

About the Company

• At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential.
• We offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.
• Our Values: Integrity, Empowerment, Compassion, Collaboration, Fun.

Equal Opportunity

• Reliance Matrix is an equal opportunity employer.
• We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation.
• We assure you that your opportunity for employment depends solely on your qualifications.