Client Service Manager, Student Insurance

Venbrook•Woodland Hills, CA

21d

About The Position

The Client Service Manager independently services an assigned portfolio of student insurance clients, including schools, colleges, and universities, and serves as the primary day-to-day contact for each institution. The role handles routine questions and service needs related to coverage, eligibility, enrollment, waivers, claims, and billing, while coordinating with the Client Executive, carriers, claims administrators, and internal teams. The Client Executive leads strategy and decision-maker relationships; the Client Service Manager supports responsive service and client retention. The position maintains service calendars around enrollment periods, athletic seasons, waiver deadlines, and renewals; coordinates client meetings and service reviews; and supports plan implementation, open enrollment, and annual renewal activities. It also maintains client records and CRM activity, prepares account, enrollment, claims, and service reports, tracks work through completion, and identifies recurring service issues and potential process improvements. Success involves learning Venbrook’s Student Insurance service model, partners, systems, and academic-year calendar; independently servicing the assigned book within established service standards; and supporting an enrollment and renewal cycle with accurate records, timely deliverables, positive client feedback, and at least one recommended improvement to a recurring service issue. The role reports to the Client Executive, Student Insurance, or a Student Insurance leader, and requires approximately 5%–15% travel.

Requirements

At least 3 years of insurance, employee benefits, client service, claims, or account management experience.
Accident & Health or Life & Health license, or ability to obtain one within 90 days of hire.
Strong organization and follow-through, especially during seasonal enrollment and renewal periods.
Ability to read benefits and policy documents and explain them to people outside the insurance industry.
Clear, courteous written and verbal communication with students, families, and school staff.
Sound judgment about when to resolve an issue and when to escalate it.
Ability to travel approximately 5%–15% of the time.
US work authorization.

Nice To Haves

Bachelor’s degree preferred, or equivalent experience.
Student health, higher education, intercollegiate athletics, or school insurance experience.
Experience with CRM, enrollment, claims, or benefits administration systems.

Responsibilities

Independently service an assigned portfolio of schools, colleges, and universities.
Serve as the primary contact for day-to-day questions about coverage, eligibility, enrollment, waivers, claims, and billing.
Respond to client inquiries within established service standards, generally within one business day.
Build working relationships with athletic trainers, student health teams, insurance coordinators, and business-office staff.
Explain routine benefits, exclusions, policy provisions, and administrative requirements in clear language.
Resolve routine client, student, and family inquiries, escalating complex issues to the Client Executive.
Coordinate with carriers, claims administrators, and internal teams to resolve service concerns.
Maintain client service calendars aligned with enrollment periods, athletic seasons, waiver deadlines, and renewal milestones.
Coordinate regular client meetings and service reviews.
Assist with plan implementation, open enrollment, and annual renewal activities.
Track outstanding items and follow them through to completion.
Maintain accurate client records, correspondence, and activity in the CRM.
Prepare account status, enrollment, claims, and service reports.
Identify recurring service issues and recommend process improvements.
Support client retention and a positive student experience.
Perform additional duties and special projects as assigned.