Client Services Account Manager

Overview

Grow With Us! The Hilb Group is currently seeking a motivated and ambitious Client Services Account Manager to join our team. This is an exciting opportunity to build relationships and service our benefits customers.

This position will report to our agency located in Merrimack, NH. The ideal candidate will be motivated to succeed, is well organized, able to prioritize, and able to work well with a team. This can be a remote or hybrid position.

Responsibilities:

• Are fully proficient in lines of coverage and options available with employee benefit plans (i.e., Health, Dental, Life, STD, LTD, Vision, LTC and stand-alone voluntary products).
• Strict adherence to Clark & Lavey Benefits Solutions, a Hilb Group Company, policy on all items pertaining to client confidentiality, HIPAA regulations, and knowledge of client/employee claims. Have a comprehensive understanding of how protected health information is handled and our role in the process.
• Provides a high level of customer care by having regular contact and developing relationships throughout the year with the client and being responsive to specific questions or requests.
• Works effectively and efficiently in partnership with the Account Executive / Broker on all jointly assigned clients.
• Understands the components of each assigned client’s employee benefit plan.
• Works in conjunction with the Account Executive / Broker to develop a detailed and accurate request for proposal for the insurance carriers.
• Reviews rate and benefit contract terms to ensure conformance with the request for proposal or renewal quote request.
• Negotiation of carrier rates, plan details, and rate guarantees on a client specific basis. The negotiation is based upon knowledge of state issues, client market size, evaluation of carrier policies, procedures and recognizing opportunities to obtain the best possible rate and contractual provisions for CLBS clients.
• Understands how to calculate premiums from factors and rates provided by insurance carriers, analyze loss ratios, claims experience, specific and aggregate factor utilization, current cost and premium savings comparison analysis reports for client proposals, and HRA/HSA illustrations.
• Prepares client shells and proposals, including product options, regulatory materials, standard liability protection documents and other value-added materials for the Account Executive / Broker.
• Conducts carrier notification, new business installation, support of pre and post open enrollment service on carrier transition issues and internal record updating.
• Partners with the Account Executive / Broker for client meetings, including pre-renewal, proposal delivery, and the delivery of open enrollment meetings.
• Shares responsibilities for client retention (Target – 90%) with the Account Executive / Broker requiring attentiveness to client needs, sharing of information, solution development, responsiveness, and basic problem resolution.
• Acts as a steward on behalf of CLBS with carrier representatives as needed.
• Maintenance of all CLBS client files and internal records such as (but not limited to): Broker of Record Contracts, Business Association Agreements, Agency Management Systems, etc. including communication to all appropriate parties.
• Provides accurate and thorough interpretation of benefits, claims processes, eligibility, enrollment policies and explanation of completed resolutions into basic client service requests/issues across all lines of coverage.
• Recognition of items that require escalation to the Director of Client Services, client’s broker or COO based upon the situation that is encountered; either a client communication, carrier issue, contractual issue, or any other issue that impacts other internal and external clients.
• Time management of all assigned accounts both for new business and renewal process to ensure smooth handling of quoting, proposal generation, timely proposal deliverance, implementation and follow-up with carriers, creation of the client administration manual and all other relevant business needs.
• Professional written and verbal communication with all internal and external business partners.
• Adherence to CLBS policies and procedures.
• Solid understanding of BAN and usage of BAN services when applicable such as Smart services, library, alerts, webinars, and more.
• Participates in projects and any other tasks as assigned by management.
• Attends professional development seminars, webinars, lectures and events to continue personal development.
• Provides training, through job shadowing, to new members of CLBS with regards to new and renewal account life cycle process.

Qualifications:

• Minimum High School Degree
• of 2-3 years’ experience in the benefit insurance industry, health insurance customer service/claims, benefit administration, employee benefit sales or service.
• Demonstrated experience conferring with customers by telephone or in person to provide information about products, services, or obtaining and recording the details of a complaint and keeping records of actions, interactions and transactions related to its resolution.
• Demonstrated experience in resolving customers' service or billing issues or complaints.
• Strong analytical, problem solving, time management, communication and decision-making skills are essential.

Benefits:

• Company Paid Life Insurance, Long-Term and Short-Term Disability.
• Medical, Dental, Vision and FSA/HSA plans.
• 401(k) with company match.
• Additional voluntary benefits including Critical Illness, Accident Insurance, Hospital Indemnity and Supplemental Life Insurance, Legal and Identity Protection, and Pet benefits.
• Generous PTO.
• An awesome team of professionals!