Client Service Manager

Role Overview

• Serves as the primary point of contact for brokers and employer groups ensuring accurate, timely, and high-quality support across all service and administrative needs.
• Manages inquiries, resolves issues, coordinates with internal teams.
• Coordinates client and broker onboarding, processes renewal paperwork, and maintains strong relationships that drive retention and client satisfaction.
• Oversee intake and prioritization of internal and external inquiries.
• Manage the end-to-end service workflows and monitor open service cases with timely follow-up.
• Use independent judgment to resolve complex issues while balancing client needs with organizational policies.
• Determine appropriate solutions and approve exceptions or escalated items within authority limits.
• Collaborate with client retention executive on plan renewals and preparation, including plan changes, identifying client needs, and ensuring alignment with client goals.
• Prepare and process renewal contracts and paperwork accurately and timely.
• Welcome and educate new clients and brokers on Trustmark products and processes while ensuring a smooth transition from prior carriers and new sales.
• Coordinate setup, system configuration, and delivery of onboarding materials; and conduct enrollment meetings as needed.
• Identify customer service trends and develop job aids and process documentation.
• Recommend and influence implementation of process improvement, insights on broker and employer needs, competitive dynamics, and operational challenges.
• Conduct root-cause analysis on recurring issues, and lead initiatives to address systemic problems.
• Represent client management in cross-departmental committees and projects focused on service operations and client experience.

Requirements

• Minimum 2-4 years’ experience in health insurance, employee benefits, or related customer focused roles.
• Experience working with brokers or employer groups.
• Strong understanding of medical insurance products and contracts.
• Excellent communication skills with the ability to simplify complex information.
• Proved complex problem-solving capabilities.
• High attention to detail and strong organizational skills.
• Proficiency with CRM systems, enrollment platforms, Microsoft Office, and Adobe.
• Customer-focused mindset with strong problem-solving and analytical skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Professionalism and relationship-building skills.

Benefits

• Health/dental/vision
• Life insurance
• FSA and HSA
• 401(k) plan
• Employee Assistant Program
• Back-up Care for Children, Adults and Elders
• Health and wellness initiatives
• Wellness program to reduce insurance premiums