The Solutions Specialist is responsible for the initial servicing of client accounts and their associated consultants through day-to-day interaction that focuses on customer service and responsiveness. The Tech Support specialist assures a consistent transfer of data between our systems and our clients by troubleshooting, researching and resolving discrepancies.

Essential Duties:

• Functional Expert in Excel, with ability to use critical thinking to resolve discrepancies and provide solutions that drive efficiencies and improved customer experience


• Self-driven and eager to learn new technologies in a fast-paced environment


• Innovative and creative problem-solve


• Must adhere to security policies


• Ensure privacy according to HIPAA guidelines


• Maintain knowledge in function area(s) related to Benefits and system functionality


• Serve as a knowledgeable contact for the day to day needs through phone, email and system tools relative to client account and consultants for our products, system capabilities, and processes


• Ability to identify trends to improve client resolution experience


• Ability to produce ideas and solutions to client experience


• Maintain expected quality and performance metrics


• Ability to adapt messaging to clients through a variety of communication mediums


• Responsible for driving customer satisfaction by solving cases


• Maintain positive attitude towards clients and coworkers


• Responsible for recognizing and defusing client discrepancies


• Responsible for fielding and ensuring requests made by consultant, broker and employer are resolved in a timely manner according to service level standards, including system updates where applicable


• Formally document all communications with client/consultant in company systems to ensure availability of client information for continuity of client history


• Attend team and other necessary meetings to remain current on client initiatives, internal processes, and operations that may affect client accounts or the client experience


• Attend regularly scheduled one on one meetings with direct supervisor for professional development and goal setting


• Serve as a resource and voice of the customer


• Collaborate with a variety of departments to ensure a positive customer experience, by sharing knowledge, proposing ideas and implementing a solution for creating efficiencies and improving processes


• Ability to thrive in a fast-paced setting while maintaining organizational skills


• Participate in ongoing learning and development opportunities


• Recommend process changes and administrative procedure updates


• Assist with special projects


• Assist other function area(s) as workload demands


• Demonstrate the DBI Core Values daily


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General Duties:

• All other duties as assigned

Qualifications:

• Customer service experience usually obtained in 2-3 years