Major Duties and Responsibilities:
Client Relationship Management-
Serve as the primary day-to-day point of contact for an assigned book of group clients; build and maintain strong working relationships with HR contacts, benefits administrators, and carrier representatives.
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Receive and respond to client inquiries regarding existing coverage, enrollment changes, billing issues, claims concerns, and benefit plan administration.
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Conduct regular account management touchpoints — including on-site visits as appropriate — to assess client satisfaction and identify service needs.
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Keep producers fully informed of account activity, service challenges, and any developments that may affect the client relationship.
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Assist clients with associate meetings and open enrollment coordination, including scheduling, logistics, and communications support.
Renewal and Market Management
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Manage the renewal process for assigned clients from initial outreach through final acceptance, working in coordination with the Producer and Department Manager.
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Review existing benefit programs to evaluate coverage alternatives; communicate renewal terms to clients and negotiate with carriers when necessary.
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Coordinate renewal meeting scheduling and prepare supporting materials to present renewal options and gain client commitment.
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Prepare marketing information or provide required data to the marketing team; accompany Producer in presenting options to clients as needed.
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Identify cross-sell opportunities and suggest additional lines of coverage to existing clients.
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Assist clients with benefit plan compliance matters including HIPAA, COBRA, FMLA, ERISA, and applicable ACA requirements, as requested.
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Obtain group premium agreements, enrollment contracts, and group coverage documents; submit timely to insurance carriers for processing.
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Review claims reports and deliver to clients on a monthly or quarterly basis as required.
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Coordinate preparation and delivery of benefit booklets, benefit statements, and other client fulfillment materials.
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Enroll clients in Employee Benefits communication and resource tools; introduce and demonstrate resources to new and renewing clients.
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Assist clients in the evaluation, selection, and implementation of HRIS and benefits administration platforms, coordinating with HR contacts, carriers, and technology vendors throughout the setup process.
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Support clients through annual system renewals — updating plan designs, contribution structures, qualifying life event rules, and carrier feeds within the benefits administration platform ahead of each open enrollment.
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Coordinate with carriers and TPAs to ensure benefits administration system data feeds are transmitting accurately and resolving any eligibility or enrollment discrepancies in a timely manner.
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Educate HR contacts and employees on platform navigation, self-service functionality, and best practices to drive adoption and reduce administrative burden.
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Maintain proficiency in the Agency Management System — update policies written or renewed, log all client and carrier interactions, document service issues, and actively manage follow-up queues.
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Maintain group account files in an orderly and current manner within the agency management platform.
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Perform all client- and carrier-facing actions in a manner that minimizes exposure to errors, omissions, and loss of business.
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Participate in seminars, carrier meetings, and continuing education opportunities to stay current on product developments and legislative changes.
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Provide training and mentorship support to junior account staff; proactively share department-relevant knowledge and best practices.
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Maintain all required licenses and certifications for the position.
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Perform other duties as assigned by the Department Manager.
Requirements
Required
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Minimum 3 years of experience in employee benefits, health insurance, or a related client service role.
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Demonstrated understanding of group health benefit programs and the ability to communicate plan details effectively to clients and their employees.
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Life & Health insurance license required within 6 months of employment.
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Proficiency in verbal and written communication; ability to explain benefit concepts clearly to diverse audiences.
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Strong organizational skills with the ability to self-manage a high-volume workload across multiple accounts and deadlines.
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Proficiency in Microsoft Office Suite (Word, Excel, Outlook); experience with agency management or CRM systems preferred.
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Must be a self-starter capable of working independently in a fast-paced, deadline-sensitive environment.
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Above-average mathematical aptitude; comfort working with premium data, enrollment figures, and coverage comparisons.
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Bachelor’s degree in Business, Human Resources, or a related field.
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Prior experience at an insurance agency, brokerage, or carrier in an account management or service capacity.
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Familiarity with compliance topics including HIPAA, COBRA, FMLA, ERISA, and ACA employer mandate provisions.
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Experience with benefits administration platforms or HR technology tools.
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Established carrier and/or TPA service relationships.
Note: This job description is not all-inclusive and may be supplemented as business conditions change.
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