Manager, Client Services

General Description:

The MBA Manager Client Services serves as the primary service contact for complex clients and is responsible for client satisfaction; assists in the attainment of corporate goals and objectives; and supports the day to day development of the My Benefit Advisor service team. This position provides guidance and serves as a point of escalation, being able to make recommendations regarding process improvement, achieving operational goals and capacity management.

Responsibilities:

• Responsible for understanding, accepting and promoting the Emerson Reid/MBA culture, remaining consistent with the organization’s philosophies and mission statement.

• Responsible for the direct management of 4 or more employees.

• Responsible for interviewing, hiring, training and development of the team.

• Manage employees through performance reviews, performance improvement plans, setting priorities, developing work plans and schedules, handling department issues, recording time and attendance and approval of expense reports.

• Develop and maintain excellent carrier relationships.

• Provide leadership to the team that promotes teamwork by sharing experiences, assisting others when help is needed and maintaining a positive and professional attitude.

• Ability to work on additional projects that supports the overall development and advancement of the MBA team.

• Manage a limited book of business comprised of complex clients who have various funding methods, advanced contract features and structure that requires a higher level of experience and technical expertise.

• Responsible for acting as the primary contact between clients and insurance carriers and retaining clients through customer service which includes open and clear communication channels with clients, producers and internal partners. Ensure accurate and timely responses occur between all parties.

• Ability to attend and/or lead client meetings regarding renewal and utilization results along with the Account Executive and/or Broker.

• Expected to have regular client contact as established by the client service calendar and renewal timeline. Client contact will include all methods: electronic, telephonic and in person.

• Educate, advise and aid clients on all Compliance topics including, but not limited to, ERISA, COBRA, FMLA, 5500s and Health Care Reform.

• Communicate due dates, timelines and expectation to clients and partners.

• Conduct on-site meetings to communicate to employees and/or administrator about their benefit plans.

• Provide resolution support and oversight of employee issues such as enrollment and billing issues.

• Special projects as required.

Knowledge, Skills and Abilities:

• 5+ years experience working in a group health insurance setting; prior management experience preferred but not required.

• Expert knowledge of General Agency products, services, competitive offerings, market needs and industry trends.

• Experience developing and implementing operational improvement plans.

• Deep understanding of operational excellence with the ability to coach staff to implement strategies and manage change.

• Team player capable of establishing rapport, listening to others, building trust and effectively resolving conflict. Must have a strong ability to influence others.

• Highly motivated; high level of energy with a positive can-do attitude

• Ability to set goals, maintain focus and follow-through

• Ability to manage and negotiate multiple priorities and tight timelines

• Demonstrates detailed understanding of all types of health/ancillary benefit plan designs, financial models, enrollment and carrier processes.

• Experienced in Microsoft Office products including Word, Excel and PowerPoint.

• Strong analytical skills; capable of using and interpreting benefit related facts and figures

• Bachelor’s degree preferred

• Must possess Life, Accident and Health license

• Effective leadership, communication, and organizational skills and the ability to direct and monitor the activities of others

• Ability to plan and instruct staff members on information appropriate to their job responsibilities

• Ability to handle difficult behavior or conflict and bring to a timely resolution

• Ability to creatively and proactively problem-solve

• Ability to stay organized and focused in a busy environment

• Ability to work in a team environment with rapidly changing priorities and demands

• Demonstrated leadership experience within a team environment

• Excellent interpersonal skills; strong oral and written communications skills; ability to communicate technical information in a way that others can understand

• Proficiency in Microsoft Office suite as required for presentations.

• Knowledge of Health and Ancillary plans, carriers and quoting abilities is required.