Client Service Manager, Employee Benefits

Role Overview

• Manages a team of employee benefits service staff.
• Executes product, service, and technical training programs.
• Sets departmental expectations, standards, policies and procedures.
• Periodically audits/reviews standards to provide personnel coaching or feedback management.
• Uses data to monitor process performance against targets, identify training gaps and opportunities, measure and monitor KPIs.
• Works with the Client Service Director to identify, develop, and execute regional and national initiatives through project management activities and coordination of resources.
• Identifies and addresses waste and problems in workflows.
• Assesses and adjusts workload amongst the department.
• Conducts team meetings to update members on best practices and responsibilities.
• Conducts annual performance reviews and provides ongoing development feedback.
• Champions communication of goals, vision, and procedures.

Requirements

• High School Diploma / GED; College degree strongly preferred
• 5-7 years of benefit insurance related experience (brokerage preferred) or equivalent combination of education & experience
• 2+ years supervisory or management experience
• Life & Health License
• Ability to assertively direct and supervise staff; including but not limited to responsiveness to staff needs, and personnel issues, and provide consistent/fair evaluation.
• Ability to effectively and professionally communicate orally and in writing with internal and external customers.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Critical Thinking: Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Desire to learn and grow within the insurance industry.
• Ability to respond to customer needs, solicit customer feedback to improve service, and handle difficult or emotional customer situations promptly and accurately.
• Confidence and demeanor to effectively interact with all levels within the organization.
• Ability to develop and maintain strong client relationships; work effectively with insurance and service vendors to gain cooperation in meeting clients’ needs.
• Ability to effectively work with a team and coach others in developing their skills and abilities.
• Ability to efficiently gather pertinent information and facts, analyze and solve problems timely and thoroughly.
• Problem Solving: Ability to identify complex problems and review related information to develop and evaluate options and implement solutions.
• Ability to prioritize and organize multiple tasks and responsibilities in order to complete assignments on time and with optimal accuracy.
• Computer skills: proficiency with Microsoft Office Suite, Outlook, and agency management systems.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.

Benefits

• health/dental/vision/life/disability insurance
• FSA
• HSA
• 401(k) accounts
• paid-time-off benefits
• eligible bonuses