Client Relationship Manager

3 weeks ago

Fort Worth, United States Higginbotham Insurance Agency Full time
Higginbotham, a privately held, independent insurance and financial services firm that ranks within the top 20 nationwide, has an immediate opening for an Client Relationship Manager for our Fort Worth office.

The ideal candidate will be service-oriented, proactive, and well-organized. The Client Relationship Manager manages the relationship between internal resources and external clients. This includes coordinating COBRA and CDHP (FSA/HRA/DCAP/Commuter) implementations, ongoing service, and renewals.

Essential Tasks:

  • Communicates with account managers, producers, clients, and carriers via telephone, email, and interoffice technology platforms.
  • Coordinates the implementation across departments, including producers, account managers, clients, and carriers, to ensure alignment with project deliverables and milestones.
  • Create and continually monitor implementation deliverables and maintain project plan(s) as needed.
  • Develop training materials to include videos and marketing materials for clients and participants.
  • Effectively reviews all documents received for accuracy and provides necessary feedback.
  • Facilitates ongoing training for clients and internal associates during implementation and ongoing to clients after transition.
  • Proactively addresses client/ participant issues and provides a resolution as needed.
  • Respond to all requests made by the client and/or producer or account manager within the same business day.
  • Provide compliance and regulatory knowledge of the product offerings.
  • Create efficiencies and process improvements; have a "Lessons Learned" to address process improvements for implementations. Resolve any issues brought forward during the implementation period and communicate these issues to Producers, account managers, and clients when appropriate. Maintain an issue log report and update management every month.
  • Assist in creating special processes for clients in collaboration with other teams needed.
  • Other tasks as assigned.
Specific Knowledge, Skills, and Abilities:
  • Excellent verbal and written communication skills.
  • Must be proficient in Microsoft Excel, PowerPoint, Word, ADOBE Writer, and Smart Sheets.
  • Maintain knowledge of COBRA, State Continuation, and Section 125 laws. Ensure strict compliance with all COBRA and HIPAA requirements.
  • Understand SPD, SBC, and benefits.
  • Ability to multitask and lead projects to a successful closure.
  • Possess strong interpersonal and proactive troubleshooting skills.
  • Utilize excellent organizational and time management skills.
  • Provide superior customer service to internal and external customers.
  • Ability to work independently, assess situations quickly, and make logical and appropriate decisions.
Experience and Education
  • 1-5 + years of COBRA and or CDHP (FSA/HRA/DCAP/Commuter) administration; Management experience is a plus
Physical Requirements:
  • Ability to lift 25 pounds.
  • Repeated use of sight to read documents and computer screens
  • Repeated use of hearing and speech to communicate on telephone and in person
  • Repetitive hand movements, such as keyboarding, writing, 10-key
  • Walking, bending, sitting, reaching and stretching in all direction

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