Client Relationship Manager I - ACA (Remote)

CareFirst•Baltimore, MD

2d•Remote

About The Position

The Client Relationship Manager I supports licensed insurance brokers and agents selling individual ACA business by providing timely, accurate assistance with onboarding, commissions, enrollment, issue resolution, and compliance requirements. The role responds to routine inquiries about broker onboarding and licensing, benefit administration, enrollment and applications, billing, claims, commissions, and related administrative processes. It provides ongoing broker communication using established procedures, reference materials, and internal systems, escalating complex issues to senior team members as needed. The position documents and tracks client and broker issues, enrollment activity, licensing and compliance documentation, commission inquiries, and other required data. It collaborates with internal partners to resolve issues and follows up to confirm closure, under the guidance of more experienced team members. It also supports reporting and data maintenance, and assists with routine questions about technology, systems, and tools. The role helps maintain positive client and broker relationships by supporting communications and preparing sales, marketing, educational, and presentation materials. It provides logistical and administrative support for onboarding, enrollment, renewal, and educational activities, including scheduling meetings, preparing materials, handling follow-up communications, and supporting oversight of call center activities by tracking inquiries and coordinating follow-up or escalation.

Requirements

High school diploma or GED.
Three years of experience in sales, sales support, implementation, benefit administration, or customer service.
Superior communication skills and knowledge of employee benefits issues sufficient to communicate effectively with clients and prospects about employee benefit coverage.
Problem-solving ability, strong organizational skills, attention to detail, responsiveness, and self-motivation.
Ability to work independently and as part of a team.
Proficiency with Microsoft Word and Excel.
Must be eligible to work in the U.S. without sponsorship.
Must immediately disclose any debarment, exclusion, or other event that makes the employee ineligible to perform work directly or indirectly on Federal health care programs.

Nice To Haves

Experience in a sales administration role.
ACA experience.
Basic working knowledge of PowerPoint.
Knowledge of production information, technology, and new legislation.

Responsibilities

Respond to routine client and broker inquiries about onboarding and licensing, benefit administration, enrollment and applications, billing, claims, commissions, and administrative processes.
Provide ongoing broker communication and support using established procedures, reference materials, and internal systems; escalate complex issues when needed.
Document and track issues, enrollment activity, licensing and compliance documentation, commission inquiries, and other required information in internal systems.
Collaborate with internal partners to resolve issues promptly and follow up to confirm closure.
Support reporting and data maintenance activities.
Assist clients and brokers with routine questions about technology, systems, and tools.
Support client and broker communications and prepare sales, marketing, educational, and presentation materials.
Provide logistical and administrative support for onboarding, enrollment, renewal, and educational activities.
Schedule meetings, prepare presentation materials, and assist with follow-up communications.
Support and oversee call center activities by tracking inquiries and coordinating follow-up or escalation.