Serve as the operational lead for each client’s renewal cycle, ensuring all activities are completed proactively, accurately, and on schedule.
Collaborate with brokers to assess client trends, identify issues, and surface opportunities for enhanced solutions or cross‑selling.
Partner with benefits analysts to market renewals, evaluate carrier options, and prepare polished, accurate proposals.
Review proposals thoroughly, ensuring all information is correct and presented clearly.
Assist in preparing materials and summaries for renewal meetings and support brokers during delivery.
Communicate updates, recommendations, and next steps clearly to clients.
Confirm renewal decisions and ensure all necessary documentation is accurately submitted to carriers.
Complete all renewal close‑out tasks within established timelines or inform team lead of any roadblocks or delays.
Maintain complete and accurate client data in BenefitPoint, ImageRight, SharePoint, and as applicable, Employee Navigator or other Benefit Technology
Document all activity thoroughly to ensure transparency and continuity for the entire team.
Manage open enrollment workflows, recertifications, and other client deliverables in a timely and organized manner.
Support ongoing process improvements and standardization to drive efficiency.
Serve as the first point of contact for day‑to‑day client service needs, including eligibility questions, enrollment changes, claims resolution, and benefit inquiries.
Troubleshoot issues efficiently and escalate when necessary.
Provide warm, professional, responsive communication to employers, employees, carriers, and internal stakeholders.
Ensure all client-facing communication is clear, accurate, and timely.
Maintain strong working relationships with brokers, analysts, national practice teams, and carriers.
Communicate proactively to keep all stakeholders aligned and projects moving forward.
Ensure clients receive information about compliance resources, HR support, Medicare guidance, and webinars available through the national practice teams.
Participate in team discussions, best-practice sharing, and collective problem‑solving.
Proactive mindset: Anticipates needs and identifies issues before they escalate.
Ownership mentality: Takes responsibility for the client lifecycle and internal workflows.
Organizational excellence: Maintains structure, prioritization, accuracy, and documentation.
Client‑first orientation: Demonstrates empathy, responsiveness, and consistent follow‑through.
Deadline discipline: Balances multiple timelines without sacrificing quality.
Collaborative communication: Shares information clearly; contributes positively to team culture.
Adaptability: Operates effectively in a fast-paced, deadline-driven environment.
