About the job
POSITION SUMMARY:
The Employee Benefits Client Service Manager plays a pivotal role in delivering exceptional service to both internal and external clients through meticulous account management of designated accounts. This role is essential for driving key business outcomes, including client retention, satisfaction, and bolstering the value we provide to our clients and prospects. By nurturing strong relationships with existing clients, the Client Service Manager ensures outstanding ongoing service. Collaborating closely with the Production Team, the Manager takes a proactive leadership role in the renewal process, guaranteeing that clients receive optimal solutions promptly and with the highest quality.
JOB DUTIES:
- Foster a collaborative and respectful workplace, adhering to equal employment opportunity standards.
- Receive guidance and coaching from team leads and management, ensuring compliance with agency policies.
- Exhibit a strong commitment to superior customer service, including resolving claims, for group clients and their employees via telephone and email for all group insurance products offered by W3.
- Provide continuous support to clients, including on-site visits as necessary.
- Initiate pre-renewal meetings to assess client needs within the designated departmental timeline, coordinating with the assigned producer.
- Collaborate with producers to facilitate new client presentations and renewals.
- Partner with marketing specialists to prepare and submit groups’ requests for proposals (RFP).
- Follow up on RFPs with marketing specialists and/or carriers to ensure timely receipt of proposals.
- Analyze carrier proposals, select benefits, and determine rates while ensuring regulatory compliance; present appropriate options to clients.
- Review final renewal marketing presentation spreadsheets for accuracy and compare carrier proposals as needed.
- Coordinate and lead employee meetings.
- Act as a liaison between clients and carriers to complete all necessary renewal or new business paperwork.
- Document transactions accurately in EPIC.
- Finalize new carrier contracts and policies.
- Stay updated on compliance requirements related to benefit regulations (i.e. ACA, ADA, FMLA, COBRA, FSA, etc.).