Client Service Manager - Employee Benefits

POSITION SUMMARY The Employee Benefits Client Service Manager is responsible for delivering high quality and efficient service to both internal and external clients through day-to day account management of an assigned group of accounts. The Client Service Manager contributes to key business outcomes such as client retention, client satisfaction, enhancing W3’s value to our clients and prospects and fostering a culture of performance and continuous improvement. Builds and solidifies relationships with existing clients by providing exceptional ongoing service. In partnership with the Production Team, takes a leadership role in the renewal process, ensuring that the best possible solution is delivered to the client in a high-quality & timely manner: JOB DUTIES Work collaboratively and cooperatively with others, with a commitment to a workplace of dignity and respect, in compliance with equal employment opportunity standards and regulations. Accept direction and coaching from team lead and manager, in compliance with the Agency's policies and procedures. Proactively demonstrate our high level of commitment to superior customer service, including claims resolution, to group clients and their employees by telephone (preferably) and E-mail on all group insurance products sold by W3. Provide ongoing support to clients in person including on-site visits to clients, as needed. Initiate pre-renewal meetings to determine client's needs for renewal within the specified department timeline. Coordinate with assigned producer. Partner with producer to assist and coordinate new client presentations and renewals. Work with marketing specialist to prepare groups’ request for proposal (RFP). Follow up on RFP with marketing specialist and/or carriers to make sure that proposals are received on timely basis. Analyze numerous carrier proposals, select benefits and rates from each carrier proposal, ensuring regulatory compliance. Choose appropriate options for client presentation. Review for accuracy the final renewal marketing presentation spreadsheets comparing carrier proposals, as needed. Coordinate and conduct employee meetings. Act as a liaison between client and carrier to complete all necessary renewal or new business paperwork. Record transactions and document as required in EPIC. Finalize new carrier contracts and policies. Maintain and update knowledge on relevant compliance requirements for benefit-related regulations (i.e. ACA, ADA, FMLA, COBRA, FSA, etc.). Advise clients and their employees with issues pertaining to benefit-related federal and/or state compliance. Independently manage and renew insurance contracts for small house non-VIP tier accounts, as assigned. Learn and become proficient with benefits administration software supporting W3 clients. Assist with the implementation of employee benefits administration software for W3 clients. Build and maintain a positive, trusted relationship with each member of our clients’ HR team. Responsible for completing a network provider search and comparing carrier networks for our clients. Actively pursue referral opportunities to other departments. Maintain electronic (EPIC) and/or paper files in an orderly, up-to-date manner. Monitor personal continuing education requirements to ensure compliance with licensing requirements. Attend company sponsored and online classes as necessary. Be familiar with and follow Agency guidelines, policies and procedures. This is not an exhaustive list of all duties and responsibilities. Other duties and responsibilities may be assigned, based on Agency needs. REQUIRED QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Florida 2-15 Life & Health License Required Bachelor’s degree, and 3 to 5 years relevant agency experience or equivalent combination of education and experience Knowledge of Applied "EPIC" Agency Management System, preferred Proficient with Microsoft Office Suite Excellent communication skills COMPETENCIES : Customer Service Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. Oral Communication Speaks clearly and persuasively