Position Summary

The Senior Client Support Representative is responsible for providing prompt and courteous customer service, assisting clients in understanding policy details, and guiding them through claims processes.   This position will build lasting relationships with independent insurance agents and RSG markets through the delivery of exceptional customer service efforts. This position will also manage workflows within our shared inboxes and provide general customer support throughout the life of the account.  

What will your job entail?

Job Responsibilities:
• Handle verbal and written incoming and outgoing customer service inquiries in a timely and friendly fashion
• Maintain adherence to call queue expectations for available time, hold time, number of calls answered, and calls dropped
• Perform basic office duties, such as filing documents in management system and creating/managing workflows
• Provide premium finance related, payment and account information to customers via phone, email and fax. All communication details will be documented.
• Strengthen customer relationships by providing professional, pleasant and positive interactions with our company
• Update customer records upon request
• Run scheduled daily tasks in servicing systems to refresh account data and generate corresponding notices/spreadsheets
• Recognize critical issues and escalate appropriately
• Assist other departments and processes as needed throughout the company
• Perform within company standards for accuracy, service quality and turnaround time
• Effectively communicate with Sales Team and Management to ensure client needs are consistently met and exceeded
Work Experience and Education: 
• Bachelor’s degree required; Business Administration, Customer Service, Business Operations preferred. Any other related discipline or commensurate work experience considered.  
• A minimum of 1 year of work experience in Insurance Industry or Customer Service is preferred.
• Proficiency in Microsoft Office including, but not limited to Outlook, Word, Excel

Licenses and Certifications: 
• Certified Insurance Service Representative (CISR) is a plus.
 

Skills:  
Technical/Functional Skills:  
• Knowledge Of Insurance Industry 
• Insurance Regulatory Compliance
• Client Facing
• Customer Engagement, Consulting, and Support 
• Claims Case Management 
• Claims Handling 
• Claims Policies and Procedures 
• Claims Resolution 
• Microsoft Office  
• Data Entry  
 
Behavioral Skills:   
• Attention to Detail 
• Customer Service Management 
• Effective Communication 
• Organizational Skills  
• Time Management
• Service Driven

Ryan Specialty is an Equal Opportunity Employer. We are committed to building and sustaining a diverse workforce throughout the organization. Our vision is an inclusive and equitable workplace where all employees are valued for and evaluated on their performance and contributions. Differences in race, creed, color, religious beliefs, physical or mental capabilities, gender identity or expression, sexual orientation, and many other characteristics bring together varied perspectives and add value to the service we provide our clients, trading partners, and communities. This policy extends to all aspects of our employment practices, including but not limited to, recruiting, hiring, discipline, firing, promoting, transferring, compensation, benefits, training, leaves of absence, and other terms, conditions, and benefits of employment.

How We Support Our Teammates 

Ryan Specialty seeks to offer our employees a comprehensive and best-in-class benefits package that helps them — and their family members — achieve their physical, financial, and emotional well-being goals. In addition to paid time off for company holidays, vacation, sick and personal days, Ryan offers paid parental leave, mental health services and more.

The target hourly rate range for this position is $20.05 - $21.50 per hour.

The wage range for this role considers many factors, such as training, transferable skills, work experience, licensure and certification, business needs, and market demands. The pay range is subject to change and may be modified in the future. Full-time roles are eligible for bonuses and benefits. For additional information on Ryan Specialty Total Rewards, visit our website https://benefits.ryansg.com/. 

 

We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation at [email protected] 

 

The above is intended to describe this job's general requirements. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.