Customer Success Specialist
About The Institutes
A not-for-profit organization located in beautiful Malvern, PA, The Institutes have been the leading provider of risk management and property-casualty insurance education for more than 100 years. By living our values—Put the Customer First, Do What You Say, Work Together, Be Innovative and Do the Right Thing— our talented team delivers innovative solutions that best empower risk and insurance professionals to help those in need. In 2023, The Institutes was named a Top Workplace by Philly.com for an eighth time. We understand the importance of work-life balance and provide excellent benefits and a friendly and team-focused work environment to drive employee engagement.
Customer Success Specialist
The Customer Success Specialist is primarily responsible for handling The Institutes’ continuing education (CE) filing and reporting activities. This includes but is not limited to filing course content with various state offices for approval; reporting credits for people who complete CE-approved courses; responding to Compliance customer service inquiries; working with corporate CE clients and researching state CE regulatory requirements. High quality service standards are a requirement of the job.
What You'll Do:
- Accurately prepare and submit continuing education course approval requests (new and renewals) to state insurance departments as directed.
- Accurately report CE credits and other CE compliance information to applicable state(s) for attendees of online courses, approved classroom, seminar, and webinar sessions.
- Remain available to incoming customer service calls and emails according to the departmental schedule. Respond to customer inquiries and requests with accuracy and professionalism.
- Track state insurance department regulation changes regarding CE requirements. Adjust systems and documentation to support changes.
- Read, understand, and organize all instructional and informational handouts, e-mail, and voice mail messages to keep current with The Institutes’ changes and developments. Demonstrate good understanding of The Institutes’ products, policies, services, systems, and web site navigation.
- Stay current with all compliance procedures and processes as well as general Institute products, services, and systems.
- Handle corporate eligibility/enrollment issues, corporate renewals, and corporate customer inquiries and issues.
- Work well with others in an environment requiring teamwork, quick problem resolution, and shifting priorities.
- Assume additional responsibilities as requested.
What We’re Looking For:
- High School diploma or higher.
- 1-2 years’ related work experience.
- Familiarity with continuing education requirements for insurance professionals preferred.
- Clear and professional written and verbal communication skills
- Customer focused
- Communication – written and verbal
- Organization and time management skills, ability to prioritize tasks
- Analytical & task-oriented, ability to meet tight deadlines
- Knowledge of CE compliance industry
- Schedule adherence
- Computer & technology aptitude
The Best Part? The Benefits!
To enforce the importance of work-life balance, employees enjoy excellent benefits, including:
- 401(k) plan with company contribution up to 16%
- Generous time off package that includes paid vacation, personal, sick and holidays
- Paid maternity and parental leave
- Tuition reimbursement
- Medical, dental, vision and prescription coverage
- On our Malvern campus: Free lunch every day when working on campus, onsite fitness center, and a beautiful 1.25 mile walking path
Role is hybrid with at least two days each week in the office. Candidates should be able to commute to Malvern, PA at least two days per week.