Client Service Director, Employee Benefits

HUB International•Sacramento, CA

4d•$150,000 - $180,000•Onsite

About The Position

The Employee Benefits Account Management team provides critical support to clients through day-to-day program oversight, client advocacy and systems management in order to effectively managing their health and welfare programs. The Employee Benefits Client Service Director oversees the day-to-day functions of department(s) and/or location(s). This is a leadership and supervisory position that manages operational sales support and client related services. This position may also assume the duties and responsibilities of an Account Manager or Strategic Account Executive to service a book of business.

Requirements

High School Diploma / GED; College degree strongly preferred
5-10 years of benefit insurance related experience (brokage preferred) or equivalent combination of education & experience
2+ years supervisory experience
Life & Health License
Ability to assertively direct and supervise staff; including but not limited to responsiveness to staff needs, and personnel issues, and provide consistent/fair evaluation.
Ability to effectively and professionally communicate orally and in writing with internal and external customers.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Critical Thinking: Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Desire to learn and grow within the insurance industry.
Ability to respond to customer needs, solicit customer feedback to improve service, and handle difficult or emotional customer situations promptly and accurately.
Confidence and demeanor to effectively interact with all levels within the organization.
Ability to develop and maintain strong client relationships; work effectively with insurance and service vendors to gain cooperation in meeting clients’ needs.
Ability to effectively work with a team and coach others in developing their skills and abilities.
Ability to efficiently gather pertinent information and facts, analyze and solve problems timely and thoroughly.
Problem Solving: Ability to identify complex problems and review related information to develop and evaluate options and implement solutions.
Ability to prioritize and organize multiple tasks and responsibilities in order to complete assignments on time and with optimal accuracy.
Computer skills: proficiency with Microsoft Office Suite, Outlook and agency management systems.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.

Responsibilities

Manages a team of employee benefits service staff.
Develops and executes product, service and technical training programs, sets departmental expectations, standards, policies and procedure and periodically audits/reviews standards to provide personnel coaching or feedback management.
Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance.
Provides appropriate feedback and identify training opportunities.
Acts as a resource for problem escalation when the team encounters complex issues. Reaches resolutions or identifies the need to further escalate an issue and communicates appropriately with all necessary parties.
Conducts team meetings to update members on best practices, continuing expectations, assignments and responsibilities clearly and professionally.
Assess and adjusts workload amongst the department, professionally communicating with staff members their assignments. Includes coordinating team schedules and reappropriating workloads for absences.
Stays current on new and existing HUB resources and specialty practices, carrier updates as well as state and federal regulations.
Develops and manages team implementation strategy in tandem with assigned producer and/or HUB leadership.
Reviews and is responsible for client deliverables ensuring they meet client expectations and HUB branding and presentation standards.
Champions communication of goals, vision, and procedures developed by the HUB leadership teams.
Consults frequently with and is open to new ideas coming from team members.
Conducts annual performance reviews for all direct reports and assists in annual budgeting and ongoing operational expense monitoring for all locations/departments.
Fosters a positive and mutually supportive working environment, in order to provide the best possible client service and producer support.
Develops and shares comprehensive analysis of team performance based on goals, objectives, and deadlines with HUB leadership.
Works with regional EB Practice Leader to identify, develop and execute regional and national initiatives through project management activities and coordination of resources.
Attends and participates in Central & Northern California’s ECM meetings.
Develops best practices for leveraging standard technology platform and tools such as Benefitpoint, Zywave, ImageRight and others.
Actively communicates with or visits prominent EB clients on a planned periodic basis to determine level of satisfaction and/or any additional service needs.
Actively works with Commercial Lines and Personal Lines to facilitate cross-sell activities and services.
Assists assigned producer or HUB Leadership in developing new business opportunities and delegating to appropriate team members.
May support a book of business with similar duties and responsibilities as service staff: Works closely with Producers and other HUB personnel on all aspects of client service, marketing, and renewal while adhering to HUB’s best practices and standard procedures.
Acquires understanding of clients’ business and insurance objectives and critically analyzes and compares insurance plans to determine suitability.
Establishes and maintain strong business relationships with clients and insurance carriers.
Serve as client point of contact for day-to-day eligibility, claims, billing and benefit administration inquiries; acts as liaison between clients and insurance carriers to resolve service issues.
Maintains accurate and organized account files by appropriately documenting conversations with clients and carrier representatives; updates all HUB computer systems and automated agency management systems; ensures the accuracy of data.
Seeks continued knowledge and stays abreast of changes in the insurance industry and other external conditions that may impact their clients.
Makes appropriate recommendations to clients in response to those changes; Attends industry related continuing education training and courses.
Performs other duties and projects as assigned.