Director of Client Experience - Group Benefits

Associated Agencies • Rolling Meadows, IL

15h

About The Position

The Director of Client Experience, Group Benefits drives the client, employee, and carrier experience across the Employee Benefits practice, ensuring strong service for employer groups and their employees throughout the plan year. This newly created role develops and implements strategies to improve the client experience from onboarding through renewal and open enrollment, while supporting client satisfaction and retention. The Director also leads and develops the Client Services team and works with internal teams, HR leaders, carriers, and vendors to deliver consistent service.

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.
• Knowledge of fully insured, level-funded, and self-funded funding arrangements.
• Understanding of ACA, ERISA, COBRA, and HIPAA compliance requirements and their effect on client service.
• Ability to work independently, prioritize workload, and manage multiple tasks simultaneously.
• Strong interpersonal and communication skills, including 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 the firm's competitiveness and exceeds client, employee, and carrier expectations.
• Map and standardize the client journey across 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 benefits clients, including response times, escalation paths, and stewardship reporting.
• Improve the employee 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 to create client engagement strategies, including employee communications, enrollment materials, and HR education.
• Develop metrics for measuring client satisfaction and performance across touchpoints, including client retention, NPS, renewal outcomes, and service response times.
• Analyze feedback and data to continually improve client experience processes and procedures.
• 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