Middle Market Client Manager

Role Overview

• Assume overall responsibility for managing dedicated client accounts ranging from 500 to 2,000 lives.
• The Middle Market Client Manager is the main contact for the client for ongoing service and is the customer’s resource for consultative advice on contracts, plan structure, financial and renewal questions, escalation of claim issues and other administrative aspects of their plan.
• During implementation, collaborates with the implementation team to understand the sold case parameters up front, so they may be engaged as necessary throughout implementation.
• Stays informed throughout the implementation so there is a smooth transition to this position after implementation.
• Understand client business, issues, and needs through required proactive face-to-face client visits and proactive phone contact; builds, maintains, and manages positive ongoing client relationship.
• Provides continual education to client on company processes, policies, and procedures, including web-site services and navigation.
• Keep client and broker/consultants apprised of product and service enhancements.
• Responsible for oversight, monitoring and compliance with any performance guarantees on assigned cases.
• Work closely with billing, underwriting, claims, and other internal departments to facilitate smooth operational functions.
• Must maintain thorough knowledge of all service activities associated with assigned clients.
• Must present complete understanding of all issues to client to ensure a seamless client experience.
• Understands, interprets and can clearly deliver Claims Experience Reporting and data to clients; Delivers annual stewardship meeting.
• Collaborates with sales representative to identify up-sell/cross-sell opportunities on assigned accounts; builds re-enrollment strategies for their clients.
• Collaborates with sales representative and coordinates and negotiates renewal for assigned cases with sales & underwriting; communicates clients’ needs, issues, risks, and opportunities; prepares and presents renewal to client.
• If required, reviews RFPs and actively participate with the sales representative in finalist presentations – on an as needed base only.
• Drives revenue by addition of new lines on inforce customers, increased enrollment.
• Utilize the best practices and follow standard operating procedures. Also, identify internal process, policy, procedure or technology issues that may be adversely impacting client satisfaction. Work with Regional Service Manager to identify and implement solutions.
• Contribute to and participate in departmental and organization-wide projects and committees designed to enhance service, improve efficiency, and improve knowledge.

Requirements

• Bachelor’s Degree
• At least 5 years of group insurance experience servicing accounts and/or account management
• Demonstrated exceptional customer service acumen, strong consulting/negotiation/leadership skills, deep product/maintenance knowledge (including plan designs, funding, banking, etc.) with a high degree of operational effectiveness.
• The position must balance the needs of the client with that of the business
• State insurance license required
• Demonstrated success in managing key brokers/consultants
• Excellent communication, facilitation, and presentation skills
• Strong consultative, negotiation, persuasion and influencing skills – sales orientation
• Thorough knowledge of group insurance, products, contracts, and services
• Understanding of state regulations applying to group plans
• Knowledge of underwriting principles and practices
• Ability to build and maintain collaborative working relationships at all levels
• Planning and organization skills, multi-tasking
• Proven financial aptitude/analytical skills
• Ability to adapt to change
• Ability to work independently
• Computer proficiency in Excel, Word and PowerPoint
• Ability to represent Reliance in a professional manner
• Ability to Travel: Up to 50%

Benefits

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs.
• For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance to ensure financial protection when you need it most
• Family friendly benefits including Paid Parental Leave & Adoption Assistance
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays.
• Volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program