Client Specialist

This position will serve as the assigned individual responsible for the service delivery and proactive monitoring of ancillary loan related product performance and client program administration. The individual will oversee daily monitoring of product usage, compliance alignment, issue identification, and performance. This position requires strong professionalism, attention to detail, the ability to collaborate across teams, and proven client management skills.

This role ensures accurate program administration, proactive communication, and timely issue resolution, enhancing client satisfaction and operational excellence.Job Duties and Responsibilities:

Program Management and Client Performance – 25%

• Monitor product and service usage to help ensure they are being administered correctly and in line with compliance requirements. Flag potential issues and coordinate cross-functionally to ensure timely resolution. 
• Review remittance reporting/process monthly/quarterly to confirm timely and accurate remittance of premium and credits. 
• Review, monitor and make informed data driven decisions to provide proactive services and meet client goals and ahead to Key Performance Indicators (KPI). 
• Stay informed about technology system changes, enhancements, and known issues that impact day-to-day operations. Understand how clients use integrated systems such as LOS, APIs, Core platforms, online portals and eSignature tools.  Use this to help troubleshoot common issues. 
• Must be well versed and experienced in the technical aspects of our ancillary loan related product program monitoring and performance.   
• May be requested to monitor the first 90 days of Production for Accounts as they exit Client Onboarding and move to Production. Proactively handle opportunity areas associated with a newly on boarded client.

Performance Opportunity Management – 25%

• Possess thorough knowledge of account programs and parameters, including processes, procedures, pricing, and coverages. Understand the operational aspects of account programs to ensure accurate servicing, address client inquiries, and support internal coordination effectively. 
• Conduct reviews of reporting and other available information that may identify training needs, opportunities to create efficiencies or provide proactive service, and communicate findings to internal partners when needed. 
• Will serve as the Subject Matter Expert (SME) of contact for accounts in the identification, escalation, monitoring, and resolution of ancillary loan related products and technology issues 
• Client Escalation tasks could include actively participating and supporting CLEAR, Submits CLEAR tickets for any client escalation and concerns, participating in client discussions requiring program or product expertise in client calls for remediation plans, and adding any action plans to the blueprint for monitoring and follow-through. 
• Must navigate efficiently and effectively areas of performance gaps that negatively impact the Client and Consumer associated with our product and services.  
• Must be knowledgeable in the contract terms and obligations, including Service Level Agreements with the Client, and ensure areas of deficiency are properly identified, escalated, and resolved.   
• Will be responsible for the creation, authoring, presenting and monitoring of Client Experience Action Plans and assist with Remediation Plans where areas of opportunity are identified and results are being monitored to ensure adherence and correction.    
• Ensure the escalation and communication of opportunity gaps to internal team members that are responsible for the Client.  
• Will proactively escalate to management those issues that are not meeting the SLAs for resolution and correction to ensure organizational escalation and attention where warranted.

Client Retention Activities – Execute Client Meetings and Service Touchpoints – 50%

• Execute post-training follow-up as part of ongoing client engagement in partnership with the Account Executives. Work alongside internal partners when preparing for business meetings with target/focus clients. 
• Attend meetings, work through agendas, develop blueprint materials, update INFOR CRM, and support ongoing client experience meetings, including pulse checks focused on client retention and engagement. Attend Client scheduled meetings and presentations as required. 
• Create and update monthly client scorecards as per service agreements for client delivery. Ensure accurate administration and compliance of products and services while identifying potential training needs for process improvement. 
• Conduct monthly field alignment meetings, presenting data for current clients and providing an overview of new clients before their launch. 

Qualifications (Education, Experience, Certifications & KSA):

• Bachelor’s degree and 2-3 years of related experience or High School Diploma and 6-7 years of related experience required. 
• Position requires a minimum commitment to 12 months in the role before posting within Allied Solutions and outside the department can be considered. 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

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We offer our employees a robust compensation package! Our comprehensive benefits include: medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels. Our diverse business portfolio allows employees broad career options with the advantage of staying with the same organization.
All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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