Client Relationship Manager
About The Position
The Client Relationship Manager manages implementation and ongoing relationships for assigned Aflac accounts and brokers. The role monitors account health, coordinates post-sale service and administrative activities, and works with internal teams to deliver enrollment, billing, reporting, and technology solutions. It provides account-level reporting, renewal and re-enrollment strategies, and support for client questions and service issues. The position also maintains account records and profiles, conducts account audits and reporting, coordinates marketing materials, and helps improve customer experience and service processes. The role may be hybrid or remote depending on the employee’s location within the continental United States. Employees within 50 miles of the Columbus, Georgia, or Columbia, South Carolina, offices are expected to work in the office at least 60% of the work week and from home for the remainder. Employees farther away work remotely from home, though office visits may be requested in advance based on business needs. Travel is 10% or less.
Requirements
- Bachelor’s degree in business administration, management, or a related field, or an equivalent combination of education and experience.
- At least 6 years of job-related experience.
- At least 2 years of experience in client or account management, or equivalent experience.
- Demonstrated project and timeline management skills, including the ability to manage multiple priorities and deliverables simultaneously.
- Knowledge of processes related to client acquisition, implementation, account servicing, enrollment administration, and billing activities.
- Strong problem-solving, organizational, and customer service skills, with the ability to identify and resolve issues effectively.
- Proficiency in Microsoft Office applications and Windows-based business software.
- Strong written, verbal, presentation, and interpersonal communication skills.
Nice To Haves
- At least 2 years of experience in the insurance, healthcare, and/or financial industry, internally or externally.
- Experience in a service-related role supporting group enrollment administration and related client service activities.
Responsibilities
- Manage implementation and relationships for assigned Aflac accounts and brokers, and monitor account health, risks, barriers, suspense, and service standards.
- Maintain written account records and coordinate post-sale service activities with Account Service staff, including enrollment system setup, billing and reporting solutions, timelines, and ongoing administrative support.
- Provide account-level stewardship reporting, post-enrollment debriefing, decision-support tools, and enrollment solutions.
- Execute renewal and re-enrollment strategies to drive premium and customer satisfaction, and implement strategies and Aflac services for existing clients.
- Monitor service across account areas, analyze problems, develop corrective solutions, communicate resolutions, and confirm that they are successful.
- Coordinate administrative services with other business units, maintain account profiles, and make independent decisions about solutions that conserve business resources.
- Analyze, monitor, and execute account change requests during implementation; ensure service-level agreements are met and maintain a repository of enrollment and service efforts and results.
- Analyze and prepare account activity reports and conduct proactive audits to identify trends and document process improvements.
- Partner with the integration team to implement technology and facilitate data exchange; establish and implement technology for initial billing setup and premium changes.
- Partner with internal business units to resolve client questions and issues involving technology, enrollment, claims, and other areas; handle complicated or unique service matters and escalate more complex issues when needed.
- Monitor industry best practices and account service quality; identify new service requirements, maintain client contact, facilitate surveys when needed, and provide insight into evolving service needs.
- Coordinate the design of client marketing materials.
- Perform other duties as required.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Prescription drug coverage
- Health care flexible spending account
- Dependent care flexible spending account
- Aflac supplemental Accident, Cancer, Critical Illness, and Hospital Indemnity policies offered at no cost to the employee
- 401(k) plans
- Annual bonuses
- Opportunity to purchase company stock
- 11 paid holidays annually
- Up to 20 days of paid time off annually, usable for any reason
- Eligible state-mandated sick leave and other eligible leaves of absence, including adoption and parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
