Client Services Manager

2 weeks ago

Greenville, South Carolina, United States IMA Financial Group Full time
Job Summary

The Client Executive is a key role within our organization, responsible for delivering exceptional service to our clients, as well as driving business growth and development. This individual will serve as a liaison between our clients and internal departments, ensuring seamless communication and collaboration.

Key Responsibilities
  • Cultivate and maintain strong relationships with current and prospective clients, as well as internal and external referral sources.
  • Provide exceptional service to clients through regular communication, including phone, email, and in-person interactions.
  • Conduct on-site visits to connect with clients and their employees, fostering a deeper understanding of their needs and preferences.
  • Develop and present capabilities to current and prospective clients, highlighting the value proposition of our organization.
  • Market renewals and new business opportunities, working closely with the Producer when applicable.
  • Prepare benefits analysis and proposals, presenting options to clients' decision-makers.
  • Direct the work of the Client Associate and Client Advisor when applicable, ensuring seamless execution of tasks and projects.
  • Conduct benefits presentations for clients' employees through coordinated annual enrollment meetings.
  • Review and implement procedures to streamline processes and incorporate the capabilities of our system into daily workflow.
  • Maintain a current knowledge of insurance coverages, available markets, carrier eligibility requirements, and underwriting guidelines.
  • Develop and maintain knowledge of carrier intricacies, including plan designs, network restrictions, and internal systems.
  • Effectively communicate insurance coverage to clients, tailoring the language to ensure understanding.
  • Be directly responsible for the retention and growth of the assigned book of business.
  • Offer technology solutions to clients, facilitating payment for technology by the carrier, resulting in a value-added benefit for clients.
  • Resolve escalated problems received from clients, insured members, and/or insurance carriers, including eligibility, enrollment, and detailed claims inquiries.
  • Ensure all carrier submissions are complete and accurate, working with clients, carriers, and the Client Advisor to provide a positive experience.
  • Maintain a service calendar and ensure all milestones are met in a timely manner.
  • Communicate compliance and regulatory changes to clients, ensuring adherence to these regulations.
  • Keep all current and historical information updated in our agency management system.
  • Maintain accurate records in our value-added technology platforms, such as Zywave and HR360.
  • Securely handle all PHI in accordance with HIPAA.
  • Maintain industry knowledge and required licensing.
  • Interact, communicate, and collaborate with IMA staff, sharing information and time as needed to support business objectives.
  • Assist or complete other tasks as directed by the Producer and/or IMA Benefits Practice Leader.
Requirements
  • Hold and maintain a NC Insurance Agent license.
  • At least 7 years of Client Advisor experience or Risk Management Degree with at least 5 years of Client Advisor experience.
  • Possess behavioral indicators for sales and leadership aptitude based on Predictive Index results.
  • Successful completion of assessment to demonstrate a firm understanding and the ability to explain insurance coverage to clients.
  • Demonstrate superior written and verbal communication skills.
  • Willing to be paid by a combination of salary and additional compensation based on team results.
Core Competencies
  • Models IMA Core Values.
  • Customer Focus. Demonstrates a sense of urgency and concern for understanding and satisfying the needs of both internal and external customers.
  • Builds Collaborative Relationships. The ability to develop, maintain, and strengthen partnerships with customers, colleagues, adjusters, and carriers.
  • Thoroughness and Reliability. Ensuring that work product is timely, accurate, and complete.
  • Clear and Persuasive Communication. The ability to express information and ideas clearly in both oral and written forms in a way that informs, influences, and persuades others.
  • Technical Expertise. The ability to demonstrate a depth of coverage knowledge and business acumen.
  • Professionalism. Thinks carefully about the likely effects on others of one's words, actions, appearance, and mode of behavior. Selects the words or actions most likely to have the desired effect on the individual or group in question.

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