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: Summary & Purpose: The Service Coordinator supports multiple partners in the client service process. This role must provide superior client service by identifying client's needs and executing requests to completion. Effectively communicating with all parties throughout the process.This is a full-time opportunity working a hybrid schedule from our NYC office M-F from 8:30am - 5:30pm. Job Accountabilities: Premium Retention
- Takes a proactive lead on conserving the Relationship Manager's existing block of business by locating notifying clients via phone or email of overdue insurance premiums.
- Tracks all attempts and progress in MOSAIC and keeps the Relationship Manager and Client Service Associate informed of problematic cases.
- Interacts on a daily basis with clients, Relationship Managers, Client Service Associates and internal MM departments to ensure proper and timely execution of client requests.
- Informs clients on various payment options (i.e. credit card, ACH drafts, MM phone application, MM website) as well as where to mail in payments.
- Facilitates transactions (i.e. credit card, ACH drafts, duplicate bill requests).
- Researches and follows through on a variety of information requests and assist with problem resolution.
- Identifies potential new sales opportunities through premium retention communications with clients.
Client Service
- Processes all insurance policy service requests, including address, beneficiary/ownership changes, premium mode changes, Values, Loans & Disbursement requests, and dividend option changes
- Runs inforce illustrations and creates one pager as requested by the Partner
- Creates policy summaries at the request of the partner for review meetings
- Interacts daily with insurance carriers and vendors to ensure proper and timely execution of client service requests
- Follows through on requests and resolves client and/or service-related matters
- Answers calls and e-mails from clients, gathers critical information, assesses type of inquiry and determines level of complexity. Processes or directs the work to the appropriate area for handling
- Communicates and sets the appropriate expectations on timeline of deliverables. Conduct timely follow ups as needed to keep client /Partner informed of status
- Manages and monitors requests within internal systems and refers changes to carrier, while maintaining oversight of delivery for timeliness and accuracy
- Coordinates with internal business departmental partners to ensure client needs are met and anticipates potential problems
- Works with appropriate resources to resolve service inquiries.
- Develops and maintains business partnerships to ensure service issues are managed proactively, accurately, and effectively
- Participates in regularly scheduled feedback, training, and information exchange sessions with key business areas
- Ensures data accuracy by routinely updating information in MOSAIC and maintaining client files. This includes, but is not limited to notes, case management {individual and Executive Benefits (Multi-life)}, task management, and client and policy information
Job Competencies Required Knowledge, Skills, Abilities and Behaviors:
- Utilizing office equipment (copier, scanner, printers)
- Familiarity working with Client Database Management systems
- Customer Service disciplines
- Extensive knowledge of life, disability and long-term care products and post issue service requests
- Excellent communication skills, both verbal and written
- Strong attention to detail with the ability to prioritize multiple tasks in a fast-paced sales environment
- Ability to work independently
- Collaboration across the organization
- Proficient in Microsoft Outlook, Excel, Word, and PowerPoint
- Organizational, planning, and critical thinking skills
- Ability to multitask
- Takes Initiative
- Client Service Mentality
- Confident / Assertive
- Takes ownership for delivery of superior results
Education:
- Bachelor's Degree Preferred
Experience:
- 3 to 5 years of experience in financial services industry or equivalent combination of education and work experience
License Requirements
What We Offer:NFP is proud to offer a competitive salary, PTO and paid holidays, 401(k) with match, exclusive discount programs, health and wellness programs, and more. Our people-first culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others. The base salary range for this position is $42,000 - $70,000. 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 incentivesNFP and You... Better Together!NFP is an inclusive Equal Employment Opportunity employer.HOWARD2024STJOHNS2024