Client Service Manager
3 weeks ago
CLIENT SERVICE MANAGER - Employee Benefits (Must be licensed)JOB SUMMARY:Are you passionate about guiding a team towards excellence and making a significant impact on client satisfaction? The Client Service Manager role offers a dynamic opportunity to become a champion for client success within our company. This client-facing position involves leading the Client Advocacy and Support Team to delivery outstanding service and ensure client satisfaction. What You'll Do:Lead & Inspire: Mentor and provide performance feedback to the Service Specialists, fostering a culture of excellence and enabling them to exceed client expectations. Architect of Client Satisfaction: Craft and implement strategies to consistently exceed client expectations in partnership with the Account Management team. Orchestrator of Success: Track key performance indicators (KPIs) related to client service, including inquiry turnaround times, call volume, resolution rates, and client satisfaction scores. Knowledge Pathfinder: Stay at the forefront of industry best practices and company policies related to client service. Process Optimizer: Continuously evaluate and improve client service processes, leveraging AI-powered solutions to enhance efficiency and effectiveness. Who You Are: A passionate, servant leader with at least 5 years of client service experience and 3 years of people leadership experience. A master communicator with great interpersonal and problem-solving skills. You build rapport, navigate complex situations, and find win-win solutions. A coach at heart, with the ability to inspire and develop your team to achieve their full potential. A tech-savvy professional proficient in Customer Relationship Management (CRM) software and benefits administration platforms, and eager to embrace new tools. A proactive self-starter who thrives in a fast-paced environment and can effectively manage multiple priorities. Service Delivery Management:Oversee daily operations of benefits administration, client education, and navigation support for the Decisely platform. Ensure prompt troubleshooting of system issues and swift resolution of client inquiries. Maintain comprehensive knowledge of Decisely's full spectrum of services from recruitment to retirement, including onboarding, employee benefits, and compliance. Ensure service excellence by understanding client needs in collaboration with business development and client engagement teams. Client Relationship Management: Maintain high levels of trust and confidence with clients by providing knowledgeable resources and timely, accurate responses to inquiries. Effectively handle service escalations and analyze client feedback to develop actionable insights that drive product development and enhance service delivery. Performance Monitoring and Optimization: Monitor client satisfaction metrics and service processes, including Service Level Agreements (SLAs) and Scope of Work (SOW), to identify improvement areas. Monitor communication channels including call queues, chats, and emails to optimize team resources and response times. Identify and address training needs. Continuously assess and enhance client experience processes, leveraging AI-powered solutions to increase efficiency, effectiveness, and scalability. Technical Support and Compliance: Address all first-level application support issues, analyze system malfunctions, and escalate complex cases as necessary. Stay informed about health plan regulations such as the Affordable Care Act, COBRA, HIPAA, and ERISA. Regularly update the team and clients on relevant benefit trends and legislative changes. Knowledge Management and Industry Awareness: Keep abreast of industry best practices and regulatory updates to ensure compliance and service excellence. Develop and maintain comprehensive resource information for clients on benefit trends and legislative changes. Education and/or Experience:Minimum 5 years in client service and 3 years in a leadership role, with proven abilities in building, training, and managing high-performing teams in a remote work environment. A college degree in a business-related discipline is preferred. Must possess a Life and Health Insurance License. Proficiency in CRM software, HRIS, Microsoft Office Suite (Word, Excel, PowerPoint, Access), and familiarity with AI-powered tools for service enhancement. Excellent interpersonal and communication skills are essential for managing client relationships and handling sensitive situations. Ability to quickly identify and resolve complex issues. Must be detail-oriented, results-driven, and capable of working in a fast-paced environment. A positive attitude, teamwork, and diplomatic skills are required. Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Ability to travel independently to clients; some air travel may be required. To foster collaboration and team spirit, and although this primarily remote position, there is occasion when you will be required to come into the office for meetings and team building activities as well as travel to our various offices for meetings and team building activities.Work Environment and Environmental Conditions:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. There is no or very limited exposure to physical risk.
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Client Service Manager
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Alpharetta, United States Decisely Full timeJob DescriptionJob DescriptionCLIENT SERVICE MANAGER - Employee Benefits (Must be licensed)JOB SUMMARY:Are you passionate about guiding a team towards excellence and making a significant impact on client satisfaction? The Client Service Manager role offers a dynamic opportunity to become a champion for client success within our company. This client-facing...
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Client Relationship Manager
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