Client Services Manager

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The Employee Benefits Account Management team provides critical support to clients through day-to-day program oversight, client advocacy, and systems management to effectively manage their health and welfare programs. The Employee Benefits Small Business Unit (SBU) Client Service Manager oversees Small Group Account Managers and may also assume duties and responsibilities of an Account Executive/Account Manager to service a book of business with 1 or 2 clients.

• Lead the SBU in operational efficiencies such as Scope of Services, Resource Pro, PATRA, and AI initiatives.
• Manage a team of employee benefits service staff of Small Group Account Managers.
• Develop and execute product, service, and technical training programs, assist with departmental expectations, standards, policies, and procedures, and periodically audit/review standards to provide personnel coaching or feedback for management.
• Answer team member questions, help with team member problems, and oversee team member work for quality and guideline compliance.
• Act as a resource for problem escalation when the team encounters complex issues, reaching resolutions or identifying the need to further escalate an issue and communicating appropriately with all necessary parties.
• Conduct team meetings to update members on best practices, continuing expectations, assignments, and responsibilities clearly and professionally.
• Stay current on new and existing HUB resources and specialty practices, carrier updates as well as state and federal regulations. Develop and manage team implementation strategy in tandem with assigned producer and/or HUB leadership.
• Review and be responsible for client deliverables ensuring they meet client expectations and HUB branding and presentation standards.
• Champion communication of goals, vision, and procedures developed by the HUB leadership teams.
• Consult frequently with and be open to new ideas coming from team members.
• Conduct annual performance reviews for all direct reports and assist in annual budgeting and ongoing operational expense monitoring for all locations/departments.
• Foster a positive and mutually supportive working environment to provide the best possible client service and producer support.
• Develop and share comprehensive analysis of team performance based on goals, objectives, and deadlines with HUB leadership.
• Work with regional EB Leadership Team to identify, develop, and execute regional and national initiatives through project management activities and coordination of resources.
• Develop best practices for leveraging standard technology platforms and tools such as Benefit point, , Zywave, and others.
• Actively communicate with or visit prominent EB clients on a planned periodic basis to determine level of satisfaction and/or any additional service needs.
• Assist assigned producer in developing new business opportunities and delegating to appropriate team members.
• May support a book of business with similar duties and responsibilities as service staff.
• Work closely with Producers and other HUB personnel on all aspects of client service, marketing, and renewal while adhering to HUB’s best practices and standard procedures.
• Acquire understanding of clients’ business and insurance objectives and critically analyze and compare insurance plans to determine suitability.
• Establish and maintain strong business relationships with clients and insurance carriers.
• Serve as client point of contact for day-to-day eligibility, claims, billing, and benefit administration inquiries; act as liaison between clients and insurance carriers to resolve service issues.
• Seek continued knowledge and stay abreast of changes in the insurance industry and other external conditions that may impact clients. Act as a thought leader to Account Managers; attend industry-related continuing education training and courses.
• Perform other duties and projects as assigned.

• College degree required
• 8+ years of benefit insurance-related experience (brokage preferred) or equivalent combination of education & experience
• 2+ years of supervisory experience
• Life &…