Client Services Representative

1 week ago

Brisbane, Queensland, Australia Underwriting Solutions Full time
Company Description

We help the world see new possibilities and inspire change for better tomorrows.

Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.


Job Description:

Main purpose of the job including responsibilities:

Reporting to the Regional Manager, the Client Services Representative will play a key role within the Client Services team in building and developing LHT client relationships, in addition to maintaining relationships with the international sales and marketing teams to provide a world-class service delivery capability.


Client Services deliver against the business plan targets and implement measures to ensure an appropriate communication flow with colleagues based in the Australia, Asia and the UK to ensure cohesive client management, fulfilment of strategy and alignment of business processes.

Client Services will deliver a professional and high standard of customer service at all times ensuring all contractual obligations are met and adhered to.

Client Services oversee and manage all LHT APAC activities as follows:

  • Client Support and Liaison
  • The ongoing management of our existing client base is an integral part of what we do and a key component of our retention strategy. Client engagement through meetings and communications is critical to our success. Client Services take ownership of this as well as identifying and exploring new opportunities to strengthen our partnerships and/or provide additional services to our existing client base.
  • Team and Service Coordination
  • Working closely with our growing team, ensure that all aspects of client relationships (integrations, upgrades, queries, updates, finances; etc) are handled professionally and efficiently.
  • Technical Project Management and Liaison
  • Working closely with the Regional Manager, ensure product deliverables are reviewed, concepts are understood, timeframes are monitored, and costs are managed.

Key Activities / Main Duties
As a member of the Client Services team, the primary responsibilities of this role are:

  • Updating client records as required and notifying the Regional Manager of any key changes within clients. This includes maintaining comprehensive notes of meetings and key conversations and being able to identify opportunities, issues or future implications for our business relationships.
  • Monitoring client performance against agreed contractual terms and flagging potential issues to the Regional Manager.
  • All client feedback should be handled in a timely manner and fed back to the medical, finance, legal, business development and/or product development teams as appropriate. Any areas of concern raised by clients should be escalated to the Regional Manager and resolved promptly.
  • Assisting the process of onboarding new clients and overseeing all aspects of their integrations including arranging nondisclosure agreement (NDA's) and contracts, business decisions, auditing and signoff.
  • Developing an indepth knowledge of current clients and building professional relationships with key stakeholders. Acting as the key conduit between Finance and the client by managing the monthly billing process and accounts receivable as well as providing monthly accruals calculations and annual budgeting for clients.
  • Carrying out client satisfaction surveys and reviews and providing feedback and suggestions for improvement.
  • Under the direction of the Regional Manager, liaising with the LHT UK and Asia teams to align and standardise the processes, functions and reporting between operations. This is also vital for global clients where a cohesive view of the client relationship needs to be maintained and presented.
  • Ensuring that billing is supported by appropriate information and is in line with the contractual terms for that client.
  • Achieving client relationship KPI's as set by the Regional Manager.
  • Understanding of the workings of the Risk Rating Tool and associated technology to effectively support and foster client relationships. Any anomalies should be fed back to ensure the continued improvement of LHT products and services.
  • Understanding and explaining the implications of improvements to LHT products and services to our clients.
  • Finally, providing support to our growing team is crucial to our success and the job holder will be expected to work with colleagues to provide initial training and/or answer queries as well as undertaking other tasks such as: product testing; maintaining centrally shared files and records; drafting and maintain process documentation; assisting with office administration, and special projects.

Qualifications:

Skills / Experience:

  • Consistent delivery of exceptional customer service
  • Working closely with clients and/or managing client relationships
  • Planning and analysis
  • Solid understanding of core MS Office packages including Word, Excel and Powerpoint. MS A

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