Client Manager - Employee Benefits

Marsh McLennan•Aliso Viejo, CA

About The Position

The Client Manager provides advice and assistance that draw on technical and industry knowledge and client service skills to meet client needs and resolve difficulties. The role may occasionally perform the duties of a Client Executive Service for specifically assigned accounts, including overseeing preparation and delivery of renewal and new-business presentations. The Client Manager serves as an initial contact for clients, carriers, and other members of the Client Service Team. The position supports RFPs, reviews utilization and carrier reports and claims data, coordinates COBRA, HIPAA, and Form 5500 information, assists with plan implementation, and ensures clients receive required plan information and materials promptly. The role also guides Benefit Analysts, reviews client-facing materials for accuracy and compliance, and maintains files and documentation according to company policy and professional standards. The position develops the analytical, customer-service, and communication capabilities needed for the Client Manager II level. It includes learning to analyze plan costs and renewal outcomes, participating in prospect and renewal meetings, conducting employee open-enrollment meetings, resolving routine benefit-service and coverage issues, and coordinating with the Client Executive Service on potential errors-and-omissions concerns or client dissatisfaction. The role is performed in a typical office environment and requires travel to client sites, usually within driving distance and occasionally involving stays of two to five nights. The applicable base salary range is $64,700 to $120,400. The position may also be eligible for performance-based incentives.

Requirements

Strong understanding of health and welfare plan benefits and carriers, generally acquired through five years of group health and benefits sales or service experience at a brokerage or carrier.
Strong communication skills, including the ability to explain technical matters in non-technical terms and present information clearly, concisely, and accurately in writing and verbally.
Strong knowledge of employee health insurance carriers, their strengths and weaknesses, plan design features, and general factors affecting cost and plan design.
Maintain a valid, unrestricted California Life and Disability License and meet continuing-education requirements.
Maintain a valid driver’s license and dependable transportation.
Proficiency with Microsoft Word, Excel, and PowerPoint, including experience creating tables, charts, graphs, pivot tables, and formulas.
Ability to use a computer keyboard, remain seated in a stationary position for extended periods, and use office equipment such as fax and copy machines and telephones.
Ability to travel to client sites, usually within driving distance and occasionally for stays of two to five nights.

Nice To Haves

Bachelor’s degree strongly preferred.

Responsibilities

Serve as an initial point of contact for clients, carriers, and other members of the Client Service Team.
Review and prepare requests for proposals (RFPs).
Analyze utilization reports, carrier reports, claims data, and trends.
Coordinate COBRA, HIPAA, and Form 5500 data.
Work with and instruct carrier representatives to support smooth implementation of new plans.
Ensure required plan information and materials are sent to clients in a timely manner.
Guide and mentor Benefit Analysts as they gather client census and benefit-plan information for new-business presentations, renewals, and open-enrollment meetings.
Explain client needs and concerns and how plan designs and recommendations address them.
Review renewal, new-business, and open-enrollment materials for accuracy, completeness, regulatory and company compliance, and professional presentation.
Maintain client files and documentation in accordance with policies, procedures, and Marsh & McLennan professional standards.
Present financial measures used to predict and analyze plan benefit costs and explain factors affecting costs and premium rates.
Participate in prospect and renewal meetings under the guidance of the Client Executive Service.
Learn to present renewal outcomes and make recommendations based on findings.
Conduct employee open-enrollment meetings to communicate benefit options.
Respond to and resolve routine client issues regarding benefit services and coverage.
Inform the Client Executive Service of potential errors-and-omissions concerns and client dissatisfaction, and strategize on resolutions and proactive solutions.