Client Service Representative - Northeast Region

Reliance Matrix•Boston, MA

1d•Hybrid

About The Position

Client Service Representative - Northeast Region Job Responsibilities and Requirements Assume overall responsibility for managing undedicated client accounts ranging from 2 to 99 lives. This role serves as the main contact for the client for ongoing service and is the customer’s resource for consultative advice on contracts, plan structure, financial and renewal questions, escalation of claim issues, and other administrative aspects of their plan. Account Management Understand client business, issues, and needs through required proactive phone contact; Works with peers to build and maintain positive ongoing client relationships. Provides continual education to client on Reliance processes, policies, and procedures, including web-site services and navigation. Working as team, responds to customer inquiries regarding coverage questions, billing issues, underwriting status updates, and other aspects of the benefit plans Works closely with resolution specialists in billing, underwriting, claims, and other internal departments to facilitate smooth operational functions. Must maintain thorough knowledge of all service activities associated with assigned clients. Must present complete understanding of all issues to client to ensure a seamless client experience. Administrative Utilizes best practices and follows standard operating procedures. Also, identifies internal process, policy, procedure, or technology issues that may be adversely impacting client satisfaction. Works with Regional Service Manager to identify and implement solutions. Contributes to and participates in departmental and organization-wide projects and committees designed to enhance service, improve efficiency, and improve knowledge. May be responsible for New Producer set-up, ensuring accurate information in internal systems Required Knowledge, Skills, Abilities and/or Related Experience Related experience preferred but will consider self-starter with good skills. Demonstrated exceptional customer service acumen, strong consulting/negotiation/leadership skills, deep product/maintenance knowledge (including plan designs, funding, banking, etc.) with a high degree of operational effectiveness. The position must balance the needs of the client with that of the business Strong communication skills Ability to build and maintain collaborative working relationships at all levels Planning and organization skills, multi-tasking Proven analytical skills Ability to prioritize incoming customer queries and maintain the RSL responsiveness commitment Ability to adapt to change Ability to work independently Computer proficiency in Excel and Word Ability to represent Reliance in a professional manner Knowledge of group insurance, products, contracts, and services Understanding of state regulations applying to group plans Knowledge of underwriting principles and practices Ability to Travel: Up to 10% The expected hiring range for this position is $54,990.00 - $68,750.00 annually for work performed in the primary location (King of Prussia, PA). This expected hiring range covers only base pay and excludes any other compensation components such as commissions or incentive awards. The successful candidate’s starting base pay will be based on several factors including work location, job-related skills, experience, qualifications, and market conditions. These ranges may be modified in the future. Work location may be flexible if approved by the Company. What We Offer At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you. That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing. Our Benefits: An annual performance bonus for all team members Generous 401(k) company match that is immediately vested A choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account Multiple options for dental and vision coverage Company provided Life & Disability Insurance to ensure financial protection when you need it most Family friendly benefits including Paid Parental Leave & Adoption Assistance Hybrid work arrangements for eligible roles Tuition Reimbursement and Continuing Professional Education Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays. As you grow with us, your PTO may increase based on your level within the company and years of service. Volunteer days, community partnerships, and Employee Assistance Program Ability to connect with colleagues around the country through our Employee Resource Group program Our Values: Integrity Empowerment Compassion Collaboration Fun EEO Statement Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications. #LI-Hybrid #LI-MR2 Reliance Matrix delivers employee benefits, absence management and workforce productivity solutions through the financial stability of a top-rated insurance carrier, the agility and innovative spirit of a Third Party Administrator (TPA), and the daily commitment of thousands of team members across America. Where larger competitors offer size, we inspire confidence and long term engagement through integration, reliability and dedication to providing customized solutions. Reliance Matrix innovates and provides technology-driven absence and benefit solutions that enable employees and employers to manage time away from work. We help employers attract and retain valuable human capital through thoughtful, inclusive benefit programs delivered with care. We bring top-tier regulatory knowledge and cutting edge technology to help optimize workforce productivity and compliance. We offer a seamless member experience customized to each individual’s need and event. We integrate our solutions and expertise with leading HR technologies to ensure accuracy, efficiency and a superior customer experience. We are a proud member of the global Tokio Marine Group, one of the oldest, largest and most respected insurance organizations in the world. In the business hierarchy, human capital is the most precious of assets. Reliance Matrix delivers comprehensive, integrated solutions and services to attract, protect and help optimize an employer’s work force in a changing, challenging world.

Requirements

Related experience preferred but will consider self-starter with good skills.
Demonstrated exceptional customer service acumen, strong consulting/negotiation/leadership skills, deep product/maintenance knowledge (including plan designs, funding, banking, etc.) with a high degree of operational effectiveness.
The position must balance the needs of the client with that of the business
Strong communication skills
Ability to build and maintain collaborative working relationships at all levels
Planning and organization skills, multi-tasking
Proven analytical skills
Ability to prioritize incoming customer queries and maintain the RSL responsiveness commitment
Ability to adapt to change
Ability to work independently
Computer proficiency in Excel and Word
Ability to represent Reliance in a professional manner
Knowledge of group insurance, products, contracts, and services
Understanding of state regulations applying to group plans
Knowledge of underwriting principles and practices
Ability to Travel: Up to 10%

Responsibilities

Assume overall responsibility for managing undedicated client accounts ranging from 2 to 99 lives.
Serves as the main contact for the client for ongoing service and is the customer’s resource for consultative advice on contracts, plan structure, financial and renewal questions, escalation of claim issues, and other administrative aspects of their plan.
Understand client business, issues, and needs through required proactive phone contact
Works with peers to build and maintain positive ongoing client relationships.
Provides continual education to client on Reliance processes, policies, and procedures, including web-site services and navigation.
Working as team, responds to customer inquiries regarding coverage questions, billing issues, underwriting status updates, and other aspects of the benefit plans
Works closely with resolution specialists in billing, underwriting, claims, and other internal departments to facilitate smooth operational functions.
Must maintain thorough knowledge of all service activities associated with assigned clients.
Must present complete understanding of all issues to client to ensure a seamless client experience.
Utilizes best practices and follows standard operating procedures.
Identifies internal process, policy, procedure, or technology issues that may be adversely impacting client satisfaction.
Works with Regional Service Manager to identify and implement solutions.
Contributes to and participates in departmental and organization-wide projects and committees designed to enhance service, improve efficiency, and improve knowledge.
May be responsible for New Producer set-up, ensuring accurate information in internal systems

Benefits

An annual performance bonus for all team members
Generous 401(k) company match that is immediately vested
A choice of three medical plans (that include prescription drug coverage) to suit your unique needs.
For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
Multiple options for dental and vision coverage
Company provided Life & Disability Insurance to ensure financial protection when you need it most
Family friendly benefits including Paid Parental Leave & Adoption Assistance
Hybrid work arrangements for eligible roles
Tuition Reimbursement and Continuing Professional Education
Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays. As you grow with us, your PTO may increase based on your level within the company and years of service.
Volunteer days, community partnerships, and Employee Assistance Program
Ability to connect with colleagues around the country through our Employee Resource Group program