Client Manager

Location

Grand Rapids, Michigan – Hybrid 3 days a week required in office.

The Employee Benefits Client Manager (CM) works with the Producer or Client Executive (CE) to implement a client's employee benefits. The CM is responsible for day‑to‑day client management and support. Responsibilities include preparing communication materials and conducting open enrollment meetings.

• Account Service
• Establish and maintain the day‑to‑day business relationship with the client, becoming the first point of contact
• Work with clients, producers and other team members to implement a comprehensive customer service plan
• Coordinate and support clients regarding open enrollment meetings, including preparation of communication materials
• Complete COBRA paperwork on behalf of the client, both at renewal and for new group setup
• Distribute or facilitate distribution of resource information provided by the Client Executive (CE) to clients to continually keep them informed of benefit trends, state and federal legislation, rules, and regulations
• Liaison with compliance department and Client Executive (CE) to advise clients on government reporting compliance issues, and to assist with the preparation of client specific compliance resources
• Compile and maintain client and benefit plan information in EPIC’s CRM – new group setup and renewals, data provided by Client Executive
• Issue resolution for simple claims, coordinate escalated claims with the claims department and share communication to the claimant regarding contact points post transfer to the claims department
• Resolve enrollment and eligibility issues
• Research and resolve client billing issues
• Maintain open and continuing communication with the assigned Client Executive on all client issues and events
• Coordinate and participate in consistent training/mentoring events with the Client Executive

• Work with CE to set priorities and manage workflow to ensure goals are met
• Maintain client timekeeper logs, and update benefits information on agency management systems, manuals or other required documentation and records
• Be responsive and interact with others effectively utilizing good communication skills, cooperating purposefully, and providing information and guidance as needed to achieve the business goals of the Company
• Stay informed regarding industry information, new product/program developments, coverages, legislation, technology to continuously improve knowledge and performance
• Project a professional image in action and appearance

• General knowledge of coverages and services regarding employee benefits; including fully insured, self‑insured, and level‑funded options
• Intermediate knowledge of navigating the Internet and various Microsoft Office programs (Windows, Outlook, Word, PowerPoint, Publisher and Excel)
• Strong attention to detail and time management abilities
• Strong ability to multi‑task and assign priorities
• Ability to work effectively and efficiently in a team environment as well as independently without direct supervision
• Good interpersonal communication skills
• Experienced with agency management systems and HR portals, with the capability to learn and use other systems quickly and effectively

• High school diploma required; some college preferred
• Requires two or more years’ experience as a Client Manager with a benefits consulting or brokerage firm, or comparable experience with an insurance carrier, or TPA
• Must be able to work in a fast‑paced environment with demonstrated ability to juggle multiple competing tasks and demands
• Must have a high level of interpersonal skills to handle sensitive and confidential situations. The position continually requires teamwork, responsiveness, demonstrated poise, tact, and diplomacy

• Life and Health License; or willing to obtain within 60 days of hire date
• Valid Driver License

• Generous Paid Time off
• Managed PTO for salaried/exempt employees (personal time off without accruals or caps); 22 PTO days starting out for hourly/non‑exempt employees; 12 company‑observed paid…