Client Portal Support Specialist

The Service Representative provides client support and business support to help maintain and improve the client portal. This role supports client onboarding and training, troubleshoots portal issues, assists with User Acceptance Testing (UAT), maintains user guides and training materials, and communicates client needs to internal departments. The position works closely with Premium, Billing, Reporting, Warranty/Protection, IT, Operations, Sales, and Development teams to support portal functionality, reporting, process improvements, and the overall client experience.

Qualifications - Education and Experience:

- 3+ years of experience in customer service, client support, account management, onboarding, or a related field required.

- Experience supporting clients through onboarding, training, troubleshooting, and issue resolution

- Demonstrated ability to work effectively with cross-functional teams and serve as a liaison between clients and internal departments.

- Experience with insurance, warranty/protection programs, premium processing, account billing, or related financial services is a plus.

- Strong communication, organization, problem-solving, and follow-through skills are required.

Primary Job Functions – Duties and Responsibilities:

- Support client onboarding and training by educating clients on portal functionality, processes, and best practices to help reduce inquiries, minimize manual uploads, and improve efficiency.

- Develop and maintain portal training materials , including facilitator guides, user guides, FAQs, process documentation, and other resources to support client education.

- Serve as a point of contact for client questions and portal-related issues , providing timely, accurate, and professional assistance.

- Troubleshoot and resolve customer complaints, technical issues, and portal concerns , while accurately documenting client interactions, feedback, issues, and resolutions in accordance with established company procedures.

- Work with IT, Reporting, Premium, Operations, Sales, Development, and other internal teams to communicate client needs and support the resolution of issues that impact the customer experience.

- Participate in User Acceptance Testing (UAT) for new portal functionality, enhancements, and system updates by testing features, providing feedback, documenting issues, and assisting with validation.

- Assist with portal updates and enhancements by providing client feedback, identifying potential issues, updating user guides and training materials, and helping communicate changes to clients.

- Contribute to project planning and process improvement initiatives by sharing client feedback, identifying opportunities for improvement, and providing suggestions that support client and business needs.

- Identify recurring client issues and trends and communicate findings to the appropriate teams to help improve portal functionality, processes, and the overall client experience.

The above-cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform .

Skills & Competencies Required

- Strong customer service and client support skills.

- Familiarity with insurance, premium billing, reporting, or related financial services processes preferred. .

- Excellent verbal and written communication skills.

- Strong troubleshooting and problem-solving skills.

- Ability to learn and explain portal features and processes.

- Strong attention to detail when testing, documenting, and reviewing cross-department reports and files.

Additional Information:

Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more

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