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Sr Client Support Specialist

Galveston, TX, US, 77550


American National is an established, stable, and successful multi-line insurance corporation that has provided financial strength and a sense of security to employees, customers and business partners since 1905.  We’ve been recognized by Forbes as one of America’s most trustworthy financial companies and best mid-sized employers. With focus on our organization’s values and cultural richness: Financial Strength, Integrity, Respect, Service and Teamwork (FIRST) and Agility, Collaboration, and Engagement (ACE) we continue to pursue our vision to be a leading provider of financial products and services for current and future generations.

 

What’s in it for you?

American National supports a comfortable, diverse, and inclusive work environment, following a casual dress code and focus on healthy work-life balance. We understand that comprehensive benefits are important which is why we offer a generous package that includes: medical, dental, vision, short and long-term disability, life insurance, flexible spending accounts, matching 401(k), paid time off, paid holidays, tuition reimbursement, health-wellness initiatives, and a volunteer program where employees are provided PTO for giving their time to a charity of choice, and referral bonuses! We also offer a comprehensive wellness program that includes onsite fitness centers and classes or discounted gym memberships, free health screenings, free flu shots, and more.

Senior Client Support Specialist

 

The Senior Client Support Specialists are often the first contact with clients and are primarily responsible for providing effective customer service to clients in response to inquiries, concerns and requests about products and services that are received from a number of communication channels. By using active listening skills, Senior Client Support Specialists will ascertain the reason the client is contacting the company and provide him/her with a resolution resulting in a positive client experience, while building and maintaining relationships. Much of service conducted for clients is that which requires a license or extensive product/service knowledge.

 

Job Requirements:

  • Serves as a backup for times of high absence, high call volume, catastrophic or emergency situations, etc.
  • Possesses an expert-level, in-depth working knowledge and understanding of applicable products and services, possibly systems, as well as procedures of all servicing departments within a particular business area and throughout the company.
  • Provides assistance regarding website/mobile app registration, as needed. Serves as the subject matter expert for these items.
  • Monitors workflow for back-office items with a high level of efficiency, such as documenting files, preparing and sending letters/forms, completing process workflows to complete client services.
  • Assists new employees with their tasks, as needed.
  • Handles escalated calls and assists with clients who need immediate attention or escalation calls, as needed in the absence of management.
  • Prepares data/analytics for management. This may pertain to call volume and staffing, quality reviews and audit metrics, other identified trends and patterns, etc., as needed.
  • Assists lower-level employees with system errors, troubleshoots and/or reaches resolutions, as needed. Serves as the point person if the systems go down to notifies Corporate Technology Services and assists in identifying, testing and resolving issues, as needed.
  • Participates and demonstrates responsibility for quality assurance and training programs, as needed.
  • Assists with developing and maintenance training or education materials, as needed.

 

Job Qualifications:

  • High school diploma or a GED.
  • Four years of job-related experience, preferably in call center environment
  • Claims handling experience preferred
  • Willing to obtain license after hire
  • Bilingual preferred

 

Hiring Practices

The preceding job posting was designed to indicate the general nature and level of work performed by employees assigned to this position. It is not intended to be interpreted as a comprehensive list of all duties, responsibilities, and qualifications.

 

American National’s recruitment policies help us place individuals in a timely and efficient manner. Only the most qualified candidates will be contacted by our recruiting team. Candidates may check the status of their application(s) by logging into our Career Portal.

 

Learn more about our company, by following us on social media: LinkedIn, Facebook, Instagram, Twitter: @CareerswithAN

 

American National is an equal opportunity employer, committed to enhancing a diverse and inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

 


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“If you believe you can make a difference in the lives of our clients, if you’re willing to work hard, if you want a fulfilling career, and if your values match ours, then I want you to work for American National. ” – James Pozzi, President and CEO.

 

 

 


Nearest Major Market: Galveston
Nearest Secondary Market: Houston

Job Segment: Claims, Social Media, Quality Assurance, Call Center, Customer Service, Insurance, Marketing, Technology

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