Client Service Associate

Overview

Lenox Advisors brings together sophisticated solutions in wealth management and insurance services to high-net-worth individuals and their families. As a wholly owned subsidiary of NFP Corp., we combine the culture of a boutique firm with the stability and backing of a large corporation. NFP is a seven-time Best Places to Work award winner and has earned several DEI recognitions. To learn more, please visit:

Supports the Relationship Manager by scheduling and coordinating activities and initiatives that facilitate the new policy and client service processes. The Client Services Associate must provide superior client service by identifying the client’s wants and needs, acting on, and/or delegating items and following through to completion while keeping all parties informed throughout the process.

• Assembles meeting preparation documents pertaining to the client/prospect prior to sales meetings, including illustrations, policy and product summaries, reports, presentations, and marketing packets
• Performs underwriting duties, including preparation and completion of multi-life and individual disability, life, and long term care applications
• Schedules medical insurance exams and orders Attending Physician Statements based on underwriting guidelines
• Follows up with the client and Relationship Manager during underwriting, keeps notes in MOSAIC
• Partners with the New Business Team to manage all new business cases using MOSAIC as the system of record for status/notes/tasks
• Participates in Relationship Manager/New Business case management calls
• Reviews insurance policies and prepares them for delivery; follows up on delivery requirements when needed
• Ensures Relationship Manager has appropriate Licensing and Appointments and coordinates licensing renewals
• Partners with Advanced Sales to obtain and/or generate illustrations/one-pagers
• Processes policy changes including reinstatement of lapsed cases, smoker rating changes, additions or removals of riders, and face amount reductions
• Partners with Private Wealth Management to process individual asset management applications, service requests, and performance summaries
• Coordinates tasks for all joint work

• Processes all insurance policy service requests (address changes, beneficiary/ownership changes, premium mode changes, dividend option changes)
• Provides superior client service by identifying client needs, acting on, and/or delegating items, and following through to completion
• Coordinates collateral assignments, claims, and fund allocation changes with the Relationship Manager
• Interacts with insurance carriers and vendors daily to ensure proper and timely execution of client service requests
• Takes a proactive lead on conserving the Relationship Manager’s block of business by notifying clients of overdue premiums and coverage risks
• Follows through on a variety of requests and creates resolutions for client/service matters
• Creates client correspondence as needed according to the Lenox Style Guide

• Greet clients, field phone calls, review incoming mail, manage office supplies, order client gifts, and maintain client files
• Manage the Relationship Manager’s calendar, schedule meetings, register visitors, and book conference rooms
• Ensure data accuracy by updating information in MOSAIC and maintaining client files, including fact-finding notes and case management
• Participate in training and development sessions as directed
• Create feeder lists as requested
• Partner with the Relationship Manager on Lenox marketing campaigns and MOSAIC list updates

• Knowledge of office equipment and electronic calendaring (Microsoft Outlook)
• Familiarity with business principles and client database management systems
• Knowledge of Customer Service disciplines

• Excellent verbal and written communication skills
• Ability to interact with clients diplomatically and professionally
• Strong attention to detail with the ability to prioritize multiple tasks in a fast-paced environment
• Ability to work independently and in teams
• Proficient in Microsoft Outlook, Excel, Word,…