Director of Client Experience - Group Benefits

Associated Agencies Inc • Rolling Meadows, IL

14h

About The Position

The Director of Client Experience, Group Benefits will drive the client, employee, and carrier experience across Associated Agencies’ Employee Benefits practice. This newly created role is responsible for developing and implementing strategies that improve the client experience throughout the plan year, from onboarding through renewal and open enrollment, while promoting client satisfaction and retention. The Director will lead and develop the Client Services team and work with servicing teams, marketing, sales, HR leaders, carriers, and vendors to deliver consistent, high-quality service to employer groups and their employees.

Requirements

• Bachelor's degree in Business Administration, Human Resources, Marketing, or a related field.
• At least 7 years of relevant client service or client experience experience within employee benefits at a brokerage or consulting firm.
• Working knowledge of group health and welfare plans, including medical, dental, vision, life, disability, and voluntary plans, and funding arrangements, including fully insured, level-funded, and self-funded.
• Understanding of benefits compliance requirements, including ACA, ERISA, COBRA, and HIPAA, and how they affect client service.
• Ability to work independently, prioritize workload, and manage multiple tasks simultaneously.
• Strong interpersonal and communication skills, with the ability to work closely with internal teams, HR leaders, and carrier partners.
• Excellent management and team-building skills, with a proven track record of leading high-performing teams.
• Exceptional analytical and problem-solving skills.
• Excellent project management skills.
• Proficiency in Microsoft Office, including Word, Excel, and PowerPoint.
• Knowledge of CRM software and client data management systems; experience with benefits administration platforms such as Employee Navigator, PlanSource, or bswift, and Applied Epic.

Nice To Haves

• Life & Health license preferred.
• CEBS, GBA, or similar designation is a plus.

Responsibilities

• Develop and implement a client experience strategy for the Group Benefits practice that enhances market competitiveness and exceeds client, employee, and carrier expectations.
• Map and standardize the client journey throughout the plan year, including new-client onboarding, renewal strategy meetings, open enrollment, and mid-year service.
• Partner with servicing teams to establish service standards for group benefit clients, including response times, escalation paths, and stewardship reporting.
• Improve the employee benefits experience by strengthening escalation and resolution of claims, eligibility, and billing issues with carriers, TPAs, and PBMs.
• Hold carrier and vendor partners accountable for service expectations related to implementations, eligibility feeds, ID cards, issue resolution, and ongoing service needs.
• Collaborate with marketing and sales on client engagement strategies, including employee communications, enrollment materials, and HR education.
• Develop metrics to measure client satisfaction and performance across touchpoints, including client retention, NPS, renewal outcomes, and service response times.
• Analyze feedback and data to continually improve processes and procedures for delivering an outstanding client experience.
• Lead and develop the Client Services team, set service expectations, manage performance, and support team growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Director