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Client Relationship Specialist

2 months ago

Cincinnati, Ohio, United States The Ladders Full time
Are you ready to take charge in a vibrant, rapidly expanding organization that truly embodies its values?

The Ladders is on the lookout for ambitious professionals eager to elevate their careers.

Position Overview

The Client Manager will play a crucial role in delivering exceptional client management by anticipating client needs and inquiries, conducting thorough research to ensure the client's employee benefits program aligns with their financial and organizational objectives, and overseeing renewal management with input from senior team members. This role also entails expanding the existing client portfolio, comprehending the client's business landscape, and achieving a retention and satisfaction rating of at least 95%.

Key Responsibilities

Client Service Excellence & Expertise
  • Effectively manage the client service lifecycle, ensuring timely responses and adherence to renewal timelines.
  • With guidance from senior team members:
    • Contribute to annual meeting preparations by completing relevant sections of reports and conducting necessary research.
  • Retain and grow client accounts by:
    • Drafting and presenting proposals, and offering comparative quotes.
    • Conducting program benchmarking, demographic analysis, claims utilization assessments, financial underwriting reviews, and cost projection reports.
    • Providing additional resources and support for clients as required.
  • Market renewals and new coverage options by:
    • Developing coverage specifications.
    • Evaluating quotes from carriers.
    • Negotiating terms with carriers.
    • Creating and delivering coverage analyses.
  • Review policy coverage to identify cross-selling and additional revenue opportunities.
  • Gain a comprehensive understanding of client businesses, their policies, practices, and industries.
  • Guide clients through the initial objective-setting process.
  • Analyze data to draw insights and present recommendations to clients.
  • Respond to client inquiries and needs, providing sound recommendations on a daily basis.
  • Produce high-quality work and stay informed on technical and professional standards by participating in educational activities, including webinars and conferences.
  • Ensure that legislative, regulatory, and technical developments are effectively communicated to clients.
  • Provide services in accordance with professional service standards, adhering to all legal and regulatory requirements.
  • Achieve a minimum rating of 90% from audits on all accounts.
  • Maintain a functional understanding of the agency management system and update accordingly.
  • Allow sufficient time for peer review of all client deliverables to ensure accuracy prior to submission.
Interpersonal Skills & Team Collaboration

Although this role does not involve direct people management, the Client Manager must demonstrate the following abilities:
  • Delegate tasks appropriately and offer development opportunities for colleagues.
  • Exhibit professionalism, social skills, and teamwork.
  • Collaborate effectively within a team and maintain a positive attitude.
  • Manage and meet the expectations of colleagues and clients.
  • Possess strong oral and written communication skills for both internal and external interactions.
Productivity
  • Engage in internal and external networking opportunities.
  • Oversee projects to meet deadlines and expectations.
  • Stay current on all tasks and responsibilities.
  • Be aware of the firm's service capabilities to generate ideas and solutions for clients and identify cross-selling opportunities.
Qualifications
  • A Bachelor's Degree in Business, Risk Management, Analytics, or a related field is preferred; a high school diploma or GED, combined with relevant industry experience, may be acceptable.
  • 3 - 5 years of experience in employee benefits management for medium-sized accounts with significant responsibility.
  • Demonstrates executive presence and possesses strong rapport-building and interpersonal skills for effective interactions with clients and colleagues.
  • Exhibits sound judgment and critical thinking skills to make informed decisions under pressure.
  • Able to collaborate with internal and external stakeholders, be a team player, and maintain a positive demeanor.
  • Strong oral and written communication skills; able to communicate effectively with clients and insurance providers.
  • Excellent organizational skills and strong financial analysis capabilities.
  • Proficient in using agency management systems and knowledgeable about underwriting requirements and policy provisions.
  • Demonstrates solid time management skills; able to work under pressure and meet deadlines while being responsive to stakeholder needs.
  • Exhibits adaptability and can manage multiple tasks while adjusting to changing priorities.
  • Contributes to team efficiency by sharing knowledge and best practices.
  • Proficient in Microsoft Office Suite, including Excel and PowerPoint.
  • This position requires high energy and the ability to manage stress-related situations effectively.
Additional Requirements

Licenses and Certifications Required
  • Must possess appropriate jurisdictional licenses - Life and Health.
About The Ladders

The Ladders is a well-established company dedicated to providing exceptional protection for the lives and businesses of our clients.

As an independent, employee-owned organization, you have the opportunity to take charge of your success in a rewarding environment.

We prioritize inclusivity and foster a collaborative atmosphere where our Employee-Owners thrive on their unique paths. Our diverse talent reflects the communities we serve, driving innovative solutions in risk and insurance.

Our people-first culture and commitment to client service excellence have established our reputation for integrity, resourcefulness, and unwavering dedication to our clients and employees.

What We Offer...

At The Ladders, you will have the chance to build a long-term career with limitless growth potential. Set ambitious goals, work diligently, and we will support you in achieving them.

Experience our supportive work environment where we care about our Employee-Owners, our clients, and the broader community. We encourage volunteerism and provide paid time off for community service.

Enjoy a healthy work-life balance as we prioritize your physical and emotional well-being. We understand the importance of life outside of work and support you in living it fully.

Access a comprehensive Total Rewards package that reflects our appreciation for our people, including competitive compensation, benefits, and perks:
  • Performance-based annual incentive program available to all employees.
  • Comprehensive medical, dental, and vision plans, along with various supplemental benefits.
  • Annual paid time off and a sabbatical every ten years of service.
  • Ownership in the company through stock options and profit-sharing contributions.
  • Support for parking expenses, discounts for local services, and financial assistance for professional development.
  • Specialized leadership development programs to advance your career.
  • And much more.
To learn more about The Ladders, our culture, and everything we offer, please visit our website.

The Ladders is an equal opportunity employer and welcomes all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic.