Client Relationship Manager
3 weeks ago
Client Relationship Manager - SA08AE
We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals - and to help others accomplish theirs, too. Join our team as we help shape the future.
Presale/Add Issue Submissions:
- Partners with Regional Account Executive and Underwriting on plan design and rate negotiations for Add Issue business in Group Benefits
- Actively supports pre-sale / finalist activities in conjunction with internal business partners. This includes occasional travel to participate in finalist meetings, typically on short notice.
Implementation:
- Partners with Implementation Team and Regional Account Executive on data gathering process, including attending calls.
- Attends face-to-face meetings.
- Partners with Implementation Team to set appropriate expectations with clients and brokers about standard contract provisions and potential exceptions. Effectively communicates guidelines and expectations for Account Administration.
- Partner with Voluntary Support Team for any voluntary activities
- Completes Booklet and Bill review
- Conduct EmployerView onboarding
- Conducts Welcome Call
- Provide Plan Administration review to Employers including, but not limited to portability/conversion, continuation provisions, instructions for calculating premium and premium remittance etc.
Ongoing Service:
- Sets appropriate expectations with clients and brokers about standard contract provisions and potential exceptions. Effectively communicates guidelines and expectations for Account Administration.
- Review First Time Claim Report to ensure that Tax reporting is correct. As needed, coordinate execution of a revised tax services agreement.
- Effective Customer Service Administration / Issue resolution (liaison with underwriting, claims, billing, etc.). Coordinates the day-to-day service and administrative requirements by effectively assessing customer concerns, networking with the appropriate resources and providing creative solutions to customer needs. Effectively utilizes support staff and HO customer service resources when appropriate.
- Effective Pro-Active Customer / Broker Interface. Effectively plans for and schedules meetings with clients with a specific pro-active agenda. Promotes Value Added Services and new products, services and offerings. Ensures contract features and benefits meet client's ongoing needs and administrative procedures.
- Makes recommendations for change where appropriate. Keeps abreast of client's changing benefits/HR needs/corporate landscape (mergers & acquisitions). Identifies and coordinates annual enrollment activity/communication requirements. Actively supports Book of Business growth objectives by identifying and pursuing opportunities for new and/or increased lines of coverage in conjunction with the Regional Account Executive. Partners with Regional Account Executive to educate and develop relationships with Brokers and their staff.
- Responsible for managing a defined book of business consisting of Regional Account (500-4,999 lives) customers. This includes stewardship meetings with customers based on each customer’s preference and needs, which is typically 1 - 4 times per year.
- Collaboration with internal business partners to address customer needs.
- Develops and executes comprehensive book of business strategy consistent with organizational initiatives, profitability & persistency targets, segment requirements, and individual customer’s needs.
- Drives the renewal process in collaboration with the Regional Account Executive and the Underwriter, engaging other business partners as appropriate.
- Primary liaison between customer, producer, underwriter, voluntary sales manager and internal business partners to ensure customer needs are addressed, bringing in the right resources at the right time. This includes keeping the Regional Account Executive informed, engaging them as needed.
- Partner with Voluntary Support Team for any voluntary activities
- Proactively participates in Strive initiatives.
- Maintains all areas of the customer specific records in the appropriate systems. Maintains all appropriate case correspondence and relevant account management information, per the Document Management guidelines.
- Identifies opportunities for process improvement, for the benefit of individual customers and the broader customer base, and takes action as appropriate.
- Aggressively looks for cross-selling and other relationship opportunities within GB and throughout Hartford Financial Services.
- Understand and effectively communicate basic underwriting principles, claims experience and pricing justifications to Producers and Customers
- At least once annually and each time there is a new Employer Benefits/HR Contact, provide Plan Administration review to Employers including, but not limited to portability/conversion, continuation p
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