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, Monday.com,  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 HUB’s 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:

• College degree required
• 8+ years of benefit insurance related experience (brokage preferred) or equivalent combination of education & experience
• 2+ years supervisory experience
• Life & Health License

Knowledge / Skills / Abilities

• 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.
• 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 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. 

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 $110,000.00- $125,000.00 and will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. HUB 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

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 veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations.

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