Client Support and Marketing Specialist - Western & Southern Life

The Client Support and Marketing Specialist provides comprehensive service to internal and external clients by researching, analyzing, and resolving service requests and complaints. This role supports both client relations and marketing activities, ensuring accurate information dissemination, policy transaction processing, and effective communication. Responsibilities include client service, marketing support, and administrative duties. The specialist collaborates with various departments and management, requiring minimal supervision while making informed decisions. The position supports the overall goals of the office and adheres to company guidelines.

• Provide marketing support, through but not limited to, identifying opportunities, and executing marketing events in partnership with PPSM. Execute the social media plan(s) on behalf of PPSM. Manage Client Circle tool to engage in client outreach and secure referrals. Maintain and update compliant marketing materials and supplies. Partner with home office Marketing to promote local brand awareness and execute current campaigns.
• Proactively schedule and confirm client appointments and meetings. Prepare and ensure new client files and business paperwork processes successfully, including tracking new applications. Manage Client Relationship Management (CRM) – Salesforce. Input client data from Licensed producer into CRM and application systems as requested. Cross-sell and upsell where applicable to current license(s).
• Provide professional and courteous service to internal and external clients. Review, research, and resolve policy inquiries received via phone, email, or in-person. Manage inbound and outbound service calls, displaying initiative in problem-solving and escalation.
• Prepare and deliver bank deposit transactions and balance the office cashbook and bank account accurately. Within licensure constraints, research and assist in resolving client inquiries and issues to resolution, demonstrating independent work capabilities.
• Facilitate the conservation program by contacting clients for payment options and partnering with sales associates and Operations management. Identify client suggestions for improvement and make recommendations to management.
• Maintain accurate information and documentation within various systems including the Genesis phone system and Customer First Platform. Prepare and analyze various sales and activity reports. Accurately prepare correspondence, documents, reports, proposals, and expense reporting. Assemble deliverables for client review meetings.
• Other Duties as assigned.

Selection Criteria:

• Excellent verbal and written communication skills.
• Proven ability to coordinate multiple projects and tasks with high accuracy and attention to detail.
• Strong organizational skills and time management.
• Demonstrated experience in customer service and problem resolution.
• Ability to maintain a calm and professional demeanor under stress.
• Experience in marketing and event coordination is preferred.
• Flexibility to adapt to changes in policies/procedures and meet departmental needs.
• Preferred experience with sales technology software.

Work Setting:

• Office environment with extended periods of stationary work.

• Frequent movement for accessing files and office equipment.

• Continuous computer work requiring substantial movement of wrists, hands and fingers.

Educational Requirements:

•  Bachelor’s degree preferred. Some commensurate experience preferred.

Computer Skills and Knowledge of Hardware & Software Required:

• Proficient in word processing, spreadsheet, database applications and presentation applications.

Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.):

• State Life & Health-required within 90 days of hire.

Position Demands:

• Extended hours required during peak workloads or special projects.
• Must have a valid drivers license and willingness to travel as needed.