LIMRA, LOMA, and our parent organization, LL Global Inc., are an international research and education trade association for the insurance, retirement, and financial services industries, serving the needs of more than 1,200 member companies across 64 countries.

Leading life insurance and financial services organizations around the world rely on their membership for one simple reason — they can make bottom-line decisions with greater confidence. Companies look to us because no other organization is better positioned to help them understand their customers, markets, distribution channels, and competitors.
We believe that greatness is built from the inside out. It is created by individuals who share common goals, and who support and rely on one another to achieve them. Our core values (Integrity, Customer Focus, Adaptability, Respect and Excellence) guide us in how we treat, respond to and interact with our Customers, and one another. We do our best to support our employees in making the most of their lives both inside and outside of work.

We are currently taking applications for a Client Success Associate on our Talent Solutions support team based in our Windsor, CT office.

This position provides customer service, operations, technical support, information, and problem solving services to customers for all Talent Solutions global product lines. The position serves as a key client-facing resource for on-boarding new users and maintaining relationships with existing customers through providing high quality service. Additionally, the role is responsible for maintaining collaborative relationships with internal departments and with external technical partners.

Responsibilities include:

CUSTOMER SERVICE AND OPERATIONS SUPPORT

• Provide tier-2 customer service and technical support within expected timeframes and parameters.

• Trouble-shoot technical problems and escalate to IT associates and/or technical partners as required. Follow through to assure customer satisfaction and completion of issue.

• As required, support the sales team pre- and post-sale to secure new and repeat business.

• Onboard new customers to use Talent Solutions products & services, determining the best use of system features and options.

• Maintain current customers by providing additional support and services, including proactive outreach.

• Design, develop and deliver training & product information to internal and external customers as needed.

• Manage and maintain central information resource with instructions/documentation for addressing repeat and new tier-1 and tier-2 customer service inquiries and technical issues.

• Coordinate services and support with internal and/or external technical partners for multiple Talent Solutions product lines.

• Maintain effective relationships with technical partner representatives. Contribute to contract negotiations if and when appropriate.

• Fulfill new and repeat orders for clients in an efficient and effective manner.

• Liaise and collaborate with product development teams and/or product owners to define and modify operations processes for new/ongoing products.

• Participate in providing accurate and timely processing of customer invoices, vendor payments, and related financial activities for all Talent Solutions business lines. Liaise with the Business Development team and Accounting Department to ensure successful collection activities.

• Adhere to incident tracking processes as appropriate; utilize related systems. Create, analyze, and distribute service, and operations activity reports.

   

  PROJECT SUPPORT

• Liaise with internal and external business team members, including Talent Solutions global product development and project teams, to identify and perform project-related activities, including providing input on product and service design.

• Proactively provide insight and feedback to Product Innovation team based on types of questions and calls from clients for all products.

• Adhere to project tracking processes as appropriate; effectively utilize related systems.

• Coordinate and/or contribute to ad hoc Talent Solutions initiatives as needed. For example, maintain contact lists, manage and conduct outreach activities, test program rollouts and/or new offerings, etc.

   

  PROCESS IMPROVEMENT

• Approach all work with a perspective of ensuring the work is efficient and effective.
• Continually review and assess internal processes to identify, recommend, and/or implement ways the team could work more effectively to reach its goals.
• Contribute to the successful implementation of improvement initiatives.
• Continually develop Talent Solutions product & services knowledge, improve communication and “soft” skills, and engage in an active learning environment to grow and development as an employee.

MINIMUM QUALIFICATIONS

Education/Experience

• Minimum 2 year college degree required

• Minimum of 2 years customer service experience; LOMA ACS designation or equivalent preferred

• Basic understanding of common technologies and computer environments (PC, Mac, browsers, etc.)

• Experience using MS Access or equivalent program language

• Technical knowledge to include, including but not limited to:
  Ability to troubleshoot PC, Mac, and mobile browsers and internet connection technologies; familiarity with LMS and SCORM files; and working knowledge of MS programs (Word, Excel, Access, PowerPoint).

   

   

   

  Skills/Knowledge

   

• Strong service-orientation skills; a natural inclination to help others

• Demonstrated analytic and problem solving skills

• Demonstrated experience working with clients and vendors in a high paced environment

• Ability to understand and grasp new information in a dynamic environment and apply that information immediately to resolve client questions and issues

• Strong written and verbal communication skills

• Exceptional listening and problem solving skills

• The ability to speak clearly, and show concern for others as necessary; empathetic

• A drive to ensure clients are fairly represented and satisfied

• Superior time management skills

• Ability to handle a variety of personality types of end-users and the associated ability to defuse frustration and panic during a call

• Must be dependable; and be a self-starter

• Ability to work and make decisions independently, within given parameters; adaptable; and demonstrate an ability to manage stressful situations (demanding customers, changing priorities, etc.)

• Ability to quickly adapt and switch from one topical discussion to a different one

• The ability to support clients during extended non-business hours as necessary

• Ability to work effectively within a team and manage competing interests with management’s guidance

• Accuracy and attention to detail

• Positive attitude manifested via productive work behaviors

• General knowledge of the insurance and financial services industries and products a plus

• Experience in compliance or regulatory space a plus