Client Services Manager

POSITION SUMMARY :

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

• Leads the SBU in operational efficiencies such as Scope of Services Resource Pro PATRA and AI initiatives.
• Manages a team of employee benefits service staff of Small Group Account Manager.
• Develops and executes product service and technical training programs assists with departmental expectations standards policies and procedure and periodically audits / reviews standards to provide personnel coaching or feedback for management.
• Answers team member questions helps with team member problems and oversees team member work for quality and guideline compliance. Provide appropriate feedback and identify training opportunities.
• Acts as a resource for problem escalation when the team encounters complex issues. Reaches resolutions or identifies the need to further escalate an issue and communicates appropriately with all necessary parties.
• Conducts team meetings to update members on best practices continuing expectations assignments and responsibilities clearly and professionally.
• Stays 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.
• Reviews and is responsible for client deliverables ensuring they meet client expectations and HUB branding and presentation standards.
• Champions communication of goals vision and procedures developed by the HUB leadership teams.
• Consults frequently with and is open to new ideas coming from team members.
• Conducts annual performance reviews for all direct reports and assists in annual budgeting and ongoing operational expense monitoring for all locations / departments.
• Fosters a positive and mutually supportive working environment to provide the best possible client service and producer support.
• Develops and shares comprehensive analysis of team performance based on goals objectives and deadlines with HUB leadership.
• Works with regional EB Leadership Team to identify develop and execute regional and national initiatives through project management activities and coordination of resources.
• Develops best practices for leveraging standard technology platform and tools such as Benefitpoint Zywave and others.
• Actively communicates with or visits prominent EB clients on a planned periodic basis to determine level of satisfaction and / or any additional service needs.
• Assists 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.
• Works closely with Producers and other HUB personnel on all aspects of client service marketing and renewal while adhering to HUBs best practices and standard procedures.
• Acquires understanding of clients business and insurance objectives and critically analyzes and compares insurance plans to determine suitability.
• Establishes 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; acts as liaison between clients and insurance carriers to resolve service issues.
• Seeks continued knowledge and stays abreast of changes in the insurance industry and other external conditions that may impact their clients. Thought leader to Account Managers; Attends industry related continuing education training and courses.
• Performs other duties and projects as assigned.

POSITION REQUIREMENTS :

Knowledge / Skills / Abilities

Disclosure required under applicable law in California Colorado Illinois Maryland Minnesota New York New Jersey and Washington states : The expected salary range for this position is $110000.00- $125000.00 and will be impacted by factors such as the successful candidates skills experience and working location as well as the specific positions business line scope and International is proud to offer comprehensive benefit and total compensation packages : health / dental / vision / life / disability insurance FSA HSA and 401(k) accounts paid-time-off benefits such as vacation sick and personal days and eligible bonuses equity and commissions for some positions.

Are you disabled A Veteran We welcome ALL candidates and are proud of our wonderfully diverse employee population

Department Account Management & Service

Required Experience : 7-10 years of relevant experience

Required Travel : Up to 25%

Required Education : High school or equivalent

HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race / ethnicity national origin religion age color sex sexual orientation gender identity disability or veterans status or any other characteristic protected by local state or federal laws rules or regulations.

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Required Experience :

Manager

Key Skills

Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 110000 - 125000