Client Specialist
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- United States
- Work type
- Hybrid
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Job Title: Client Specialist
Location: Hybrid in Mystic, CT, preferred. Candidates who can work hybrid from out offices in Wilmington, NC or Charleston, SC will also be considered.
Status: Full-time hourly
Status: Full-time hourly
About Highstreet:
Highstreet Insurance Partners (Highstreet) is one of the fastest-growing insurance agencies in the U.S. Founded with the mindset of putting people first, Highstreet brings technical expertise and industry experience together to serve and protect customers while providing agencies with the tools and resources to grow. We love to help people pursue life’s opportunities with tenacity and confidence to create stronger, more resilient communities. We do it for all our futures.
Role Summary:
The Client Specialist is responsible for delivering exceptional service to clients by managing inquiries, processing policy changes, and providing accurate product information. This role requires a strong understanding of the company’s insurance offerings, as well as the ability to address client complaints, recommend products, and maintain client accounts. The Client Specialist supports the Client Development team with various administrative tasks, including issuing policies, processing renewals, and ensuring smooth interactions for clients. Additionally, the Client Specialist will proactively seek referrals and assist with client retention efforts to drive business growth while ensuring efficient service and client satisfaction.
Primary areas of responsibility:
Role Summary:
The Client Specialist is responsible for delivering exceptional service to clients by managing inquiries, processing policy changes, and providing accurate product information. This role requires a strong understanding of the company’s insurance offerings, as well as the ability to address client complaints, recommend products, and maintain client accounts. The Client Specialist supports the Client Development team with various administrative tasks, including issuing policies, processing renewals, and ensuring smooth interactions for clients. Additionally, the Client Specialist will proactively seek referrals and assist with client retention efforts to drive business growth while ensuring efficient service and client satisfaction.
Primary areas of responsibility:
- Provide responsive and knowledgeable support to clients, addressing inquiries and resolving service requests.
- Provide licensed support to the Client Development team, including completing applications, issuing certificates and policies, preparing insurance summaries, and processing renewals and cancellations.
- Support client retention by ensuring timely communication and gathering information for renewals while maintaining strong client relationships.
- Support the flow of daily operations by maintaining accurate records of premium payments, policy transactions and endorsements, expiration notices, claims submissions and updates, while following standard operating procedures (SOPs) and established workflows.
- Recommend and promote relevant insurance products and services, including processing payments and assisting with upselling opportunities.
- Support senior team members by assisting with special projects as needed.
- Engage in education opportunities to learn company insurance products and services to effectively address client needs.
- Performs other related duties as necessary or directed.
Desired Competencies
- Client Focus – Listens to and understands client needs; delivers solutions that create a positive experience.
- Communication Skills – Speaks and writes clearly, using a professional and approachable tone with clients and team members.
- Problem-Solving – Quickly assesses situations, identifies root causes, and provides practical resolutions.
- Product/Service Knowledge – Demonstrates a strong understanding of company offerings to answer questions accurately and build trust.
Behavioral Competencies
- Empathy & Patience – Connects with clients by showing understanding, patience, and respect—even in challenging situations.
- Adaptability – Handles changing priorities, systems, and client demands with ease.
- Resilience – Maintains professionalism and positivity when faced with difficult clients or high workloads.
- Attention to Detail – Ensures accuracy in client records, communications, and follow-up.
Interpersonal Competencies
- Collaboration & Teamwork – Works effectively with peers and other departments to resolve issues and improve the client experience.
- Conflict Resolution – Manages client complaints calmly and constructively, turning challenges into opportunities.
- Active Listening – Engages fully in conversations, making clients feel heard and valued.
- Professionalism – Represents the company’s values in every interaction.
Growth & Initiative Competencies
- Continuous Improvement – Seeks ways to improve service quality, efficiency, and client satisfaction.
- Learning Agility – Quickly picks up new tools, processes, and product updates to better support clients.
- Ownership & Accountability – Takes responsibility for ensuring issues are resolved and follows through until completion.
Key Personal Attributes:
- Demonstrates the values of High Street Insurance Partners daily with internal team members, agency partners and all High Street Insurance Partner contacts.
- Transparency & Integrity: Be open, be honest, and do the right thing every time.
- Respect: Everybody matters.
- Collaboration: Working together to be and bring the best we can offer.
- Entrepreneurial: Have the courage to be and do it differently.
- Giving Back: Having purpose outside yourself.
- Continuous Learning: The better we understand our changing world, the bigger contribution we make.
- Sees Possible!
Key Technical Skills / Education / Experience:
- Associate’s or Bachelor’s degree in Business, Communications, or a related field; or a High school diploma or equivalent with proven customer service experience.
- Strong working knowledge of Microsoft Office Suite is required.
- Strong communication skills.
- Demonstrated success in resolving customer concerns efficiently and professionally.
- Team collaboration. Experience working cross-functionally with operations or sales.
- Professionally maintains confidential information.
- Fast-Paced Environment. Ability to thrive under pressure and manage a high volume of inquiries.
- Service Metrics – Familiarity with performance measures such as response time, resolution rate, and customer satisfaction scores.
- Proficient in organizing digital and physical records; maintaining accuracy and compliance.
- Efficient at preparing reports, tracking metrics, and ensuring high-quality data input.
- Knowledge of printers, scanners, phone systems, and basic troubleshooting.
- Ability to obtain necessary licensing within the first 90 days of hire and within a maximum of three attempts.
Physical Demands
- Light work. Exerting up to 20 pounds of force occasionally and up to 10 pounds of force frequently to move objects. Work can require stooping, kneeling, crouching, as well as grasping objects, and reaching with hands and arms.
- Prolonged periods of sitting at a desk viewing computer terminal perceiving and transcribing data with accuracy and keyboarding in an office environment.
- The employee is occasionally required to stand and walk.
- Reliable physical attendance is required.
Work Environment
- The employee is not exposed to adverse environmental conditions, working primarily in an office environment.
- Professional communication in person, on the telephone and in writing requires an ability to express oneself as well as perceive and exchange ideas.
