Middle Market Client Manager - Central Region

Job Responsibilities And Requirements

Assume overall responsibility for managing dedicated client accounts ranging from 100 to 499 lives. This role is the main contact for the client for ongoing service and is the customer’s resource for consultative advice on contracts, plan structure, financial and renewal questions, escalation of claim issues and other administrative aspects of their plan.

• During implementation, collaborates with the implementation team to understand the sold case parameters up front, so they may be engaged as necessary throughout implementation. Stays informed throughout the implementation so there is a smooth transition to this position after implementation.
• Understand client business, issues, and needs through required proactive face‑to‑face client visits and proactive phone contact; builds, maintains, and manages positive ongoing client relationship.
• Provides continual education to client on Reliance processes, policies, and procedures, including web‑site services and navigation. Keep client and broker/consultants apprised of product and service enhancements.
• Responsible for oversight, monitoring and compliance with any performance guarantees on assigned cases.
• Work closely with billing, underwriting, claims, and other internal departments to facilitate smooth operational functions. Must maintain thorough knowledge of all service activities associated with assigned clients. Must present complete understanding of all issues to client to ensure a seamless client experience.
• Understands, interprets and can clearly deliver Claims Experience Reporting and data to clients.

• Collaborates with sales representative to identify up‑sell/cross‑sell opportunities on assigned accounts; builds re‑enrollment strategies for their clients.
• Collaborates with sales representative and coordinates and negotiates renewal for assigned cases with sales & underwriting; communicates clients’ needs, issues, risks, and opportunities; prepares and presents renewal to client.
• If required, reviews RFPs and actively participates with the sales representative in finalist presentations – on an as‑needed basis only.

• Utilize the best practices and follow standard operating procedures. Also, identify internal process, policy, procedure or technology issues that may be adversely impacting client satisfaction. Work with Regional Service Manager to identify and implement solutions.

• Associate’s Degree (AS/AA), Bachelor’s Preferred
• At least 2 years of group insurance experience servicing accounts and/or account management
• Demonstrated exceptional customer service acumen, strong consulting/negotiation/leadership skills, deep product/maintenance knowledge (including plan designs, funding, banking, etc.) with a high degree of operational effectiveness. The position must balance the needs of the client with that of the business
• Demonstrated success in managing key brokers/consultants
• Strong communication, facilitation, and presentation skills
• Strong consultative, negotiation, persuasion and influencing skills – sales orientation
• Knowledge of group insurance, products, contracts, and services
• Understanding of state regulations applying to group plans
• Knowledge of underwriting principles and practices
• Ability to build and maintain collaborative working relationships at all levels
• Planning and organization skills, multi‑tasking
• Proven financial aptitude/analytical skills
• Ability to adapt to change
• Ability to work independently
• Computer proficiency in Excel, Word and Power Point
• Ability to represent Reliance in a professional manner

Ability to Travel:
Up to 25%.

The expected hiring range for this position is $63,540.00 - $79,440.00 annually for work performed in the primary location (St. Louis, MO). This expected hiring range covers only base pay and excludes any other compensation components such as commissions or incentive awards. The successful candidate’s starting base pay will be based on several factors including work location, job‑related skills, experience, qualifications, and market conditions.

These ranges may be modified in the…