Client Manager

3 weeks ago

Overland Park, Kansas, United States Matrix Absence Management Full time
Job Responsibilities and Requirements

Account Management

We are seeking a highly skilled Client Manager to join our team at Matrix Absence Management. As a Client Manager, you will be responsible for managing dedicated client accounts ranging from 500 to 2,000 lives. You will be the main contact for the client for ongoing service and will provide consultative advice on contracts, plan structure, financial and renewal questions, escalation of claim issues, and other administrative aspects of their plan.

Key Responsibilities:

  • Collaborate with the implementation team to understand the sold case parameters up front, so you may be engaged as necessary throughout implementation.
  • Stay informed throughout the implementation so there is a smooth transition to this position after implementation.
  • Understand client business, issues, and needs through required proactive face-to-face client visits and proactive phone contact; build, maintain, and manage positive ongoing client relationships.
  • Provide continual education to clients on company processes, policies, and procedures, including website services and navigation.
  • Keep clients and brokers/consultants apprised of product and service enhancements.
  • Responsible for oversight, monitoring, and compliance with any performance guarantees on assigned cases.
  • Work closely with billing, underwriting, claims, and other internal departments to facilitate smooth operational functions.
  • Maintain thorough knowledge of all service activities associated with assigned clients.
  • Present complete understanding of all issues to clients to ensure a seamless client experience.
  • Understand, interpret, and clearly deliver Claims Experience Reporting and data to clients; deliver annual stewardship meeting.

Sales

Collaborate with sales representatives to identify up-sell/cross-sell opportunities on assigned accounts; build re-enrollment strategies for clients.

Collaborate with sales representatives and coordinate and negotiate renewal for assigned cases with sales & underwriting; communicate clients' needs, issues, risks, and opportunities; prepare and present renewal to clients.

If required, review RFPs and actively participate with sales representatives in finalist presentations - on an as needed basis only.

Drive revenue by addition of new lines on in-force customers, increased enrollment.

Administrative

Utilize best practices and follow standard operating procedures. Identify internal process, policy, procedure, or technology issues that may be adversely impacting client satisfaction. Work with Regional Service Manager to identify and implement solutions.

Contribute to and participate in departmental and organization-wide projects and committees designed to enhance service, improve efficiency, and improve knowledge.

Requirements

  • Bachelor's Degree
  • At least 5 years of group insurance experience servicing accounts and/or account management
  • Demonstrated exceptional customer service acumen, strong consulting/negotiation/leadership skills, deep product/maintenance knowledge (including plan designs, funding, banking, etc.) with a high degree of operational effectiveness.
  • The position must balance the needs of the client with that of the business.
  • State insurance license required
  • Demonstrated success in managing key brokers/consultants
  • Excellent communication, facilitation, and presentation skills
  • Strong consultative, negotiation, persuasion, and influencing skills - sales orientation
  • Thorough knowledge of group insurance, products, contracts, and services
  • Understanding of state regulations applying to group plans
  • Knowledge of underwriting principles and practices
  • Ability to build and maintain collaborative working relationships at all levels
  • Planning and organization skills, multi-tasking
  • Proven financial aptitude/analytical skills
  • Ability to adapt to change
  • Ability to work independently
  • Computer proficiency in Excel, Word, and PowerPoint
  • Ability to represent Reliance in a professional manner
  • Ability to Travel: Up to 50%

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