Client Relationship Manager, Employee Benefits - IAS West
About The Position
The Client Relationship Manager (CRM), Employee Benefits, is the primary liaison between insurance carriers and clients. The CRM manages employee benefit programs, renewals, and day-to-day service inquiries, ensuring plan compliance and providing advice and guidance on coverage. The role aims to strengthen client relationships, satisfaction, and retention while delivering timely, accurate work and a consistent “Peace of Mind” client experience. The CRM collaborates with the Client Success Specialist, Advisor, carriers, and internal colleagues. The position includes building client relationships, assessing needs and developing benefit solutions, leading renewals, managing service calendars, overseeing compliance activities, and coordinating with carriers and vendors. It also involves onboarding clients, supporting internal workflows, preparing employee communications, coordinating enrollment meetings, and identifying opportunities to improve processes and service delivery.
Requirements
- Strong industry knowledge of benefit programs, preferably in a brokerage firm.
- Strong analytical and problem-solving skills.
- Ability to manage multiple projects and priorities effectively.
- Commitment to exceptional client service.
- Ability to evaluate complex information, identify issues within defined parameters, and recommend next steps.
- Strong attention to detail when reviewing materials for completeness and accuracy.
- Proficiency with Agency Management Systems such as Brokerage Builder, Microsoft Office Suite (Excel, Word, PowerPoint, Outlook), Zywave, and digital workflow tools.
- Ability to prioritize tasks, manage deadlines, and follow structured processes to support client commitments.
- Ability to build client relationships through responsive, reliable communication and a proactive service-oriented approach.
- Reliability, integrity, follow-through, and clear communication about status and next steps.
- Ability to work effectively in cross-functional teams, contribute to shared objectives, and escalate issues constructively.
- Strong verbal and written communication and presentation skills.
- Bachelor’s degree in business, insurance, finance, or a related field.
- Current state Life & Health license.
- 2–4+ years of employee benefits and account management experience.
- Foundational understanding of employee benefits processes and renewal workflows, including functional knowledge of self-funded and level-funded plan types.
Nice To Haves
- Professional insurance designation preferred.
- Experience coordinating with offshore teams or third-party partners preferred.
Responsibilities
- Build and maintain client relationships as the primary point of contact, communicating expectations, updates, and strategic recommendations.
- Assess client needs and develop tailored benefit solutions, evaluating current programs and identifying opportunities for additional coverage.
- Lead renewals by preparing, analyzing, and presenting benefit options, benchmarking, claim experience, contribution modeling, and plan design alternatives.
- Manage the client service calendar, including onboarding, renewals, open enrollment preparation, compliance updates, and required plan documentation.
- Ensure benefit programs comply with federal and state regulations, including ERISA, HIPAA, and ACA, and oversee related activities such as 5500 filings and plan documents.
- Liaise with carriers and vendors to negotiate contracts, resolve issues, solicit proposals, and manage policy activity for timely, accurate service delivery.
- Oversee new client onboarding in alignment with the Peace of Mind process, including timely C-suite engagement.
- Partner with Client Success Specialists and internal teams to clarify data needs, monitor task progress, and maintain consistent, high-quality workflows.
- Develop employee-facing communications, including Benefit Guides, and coordinate or conduct enrollment meetings.
- Maintain accuracy, timeliness, and completeness in all interactions.
- Identify opportunities to improve processes, tools, and workflows, escalating issues to leadership as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
