Client Experience Assistant

The Client Experience Assistant (CXA) reports to the Operations Manager within Client Experience (CX) and is responsible for assisting the CX team in pursuit of client support throughout the life of the policy. The CXA's goal is to support Client Experience Managers (CXMs), Client Experience Specialists (CXSs) and CX Management to drive retention and growth by creating loyal and satisfied clients while improving loss cost and experience mods. The CXA maintains a solid understanding of AmTrust's mission, vision, and values. The CXA Upholds the standards of the AmTrust.

Maintains responsibility for data entry and accuracy in the CX database platforms and claims system
• Responsible for continuous upkeep of accurate data
• Completes reports and distributes to clients, CXMs and other internal parties as necessary
• Monitors the Client Experience Mailbox and distributes work and/or takes action per CX guidelines
• Responsible for leveraging reports for distribution to the CXM regarding notification of large reserve notices and significant loss notifications
• Utilizes reporting for outreach to new clients at a specific premium threshold
• Responsible for completing accurate Service Review data requests from the CXM
• Reviews and takes action for tasks assigned in Salesforce
• Ensures quality and timely service is provided to all whether directly or indirectly interacting with customers
• Understands the authority of the CXA role and directs questions and work outside of that authority to the right resource.
• Exhibits general understanding of CX and assists in gathering information when necessary.
• Performs ad hoc tasks as assigned with a limited error rate
• Performs other functionally related duties as assigned

• Required:

  • High School diploma
  • Strong knowledge of claim procedures and policies
  • Ability to take direction and make sound business decisions
  • Self-motivated and detail oriented
  • Ability to adapt to a changing environment
  • Professional telephone demeanor and strong oral and written communication skills
  • Ability to work well under pressure and multi-task in a fast-paced environment
  • Moderate understanding of business technology and MS Office
  • Ability to work in a team environment

  Preferred:

  • Some college
  • 2+ years of experience in a claims department or related experience

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AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.