Client Service Manager

Client Service Manager - Employee Benefits

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 role 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.

• 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 a 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 time.
• 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 may be assigned, based on Agency needs.

• 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.

Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; meets commitments.

Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

Written Communication – Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; reads and interprets written information.

Teamwork – Balances team and individual responsibilities;…