Employee Benefits Client Service Representative

Marsh McLennan•Orland Park, IL

16h•Hybrid

About The Position

Marsh McLennan Agency (MMA) is seeking a Client Service Representative to join their team. This role is crucial in supporting the execution of MMA Midwest’s service strategy for clients, aiming to create measurable value and efficiencies. The representative will build personalized client relationships, process plan changes, explain coverage terms, and manage time effectively to prioritize workload. A key aspect of the role involves ensuring data and process integrity by maintaining client files, documenting account details in agency management systems, and adhering to workflows and quality metrics. The position also requires project management of the Employee Health & Benefits (EHB) team to meet deadlines and effective communication with internal teams and external partners like carriers.

Requirements

Life/Health License must be obtained within 75 days of the first day of New Hire Onboarding

Nice To Haves

BS/BA in Business, Insurance or related field
Intermediate skill level in Microsoft Office Suite
Proficiency with SmartSheet

Responsibilities

Supports Account Managers, Producers, Account Executives and other internal department members to flawlessly execute MMA Midwest’s service strategy for each client.
Processes plan changes, as needed or requested by the client, checking for consistency and documenting in the appropriate system.
Builds personalized client relationships through demonstrated understanding of the service plan and multiple channels of communication such as phone, email and in-person meetings.
Leverages insurance knowledge and communication skills to explain coverage terms, program options, and other items to clients as needed.
Works with internal departments to ensure cohesiveness and timeliness of service execution.
Manages time effectively to prioritize workload, client service requests and service parameters on business processes.
Consistently follows client service workflows and appropriately engages internal resources such as process support team, procedure manuals and reporting tools to ensure efficiency and accuracy of execution.
Accurately maintains complete client files including the clear documentation of account detail in agency management systems including policy information, activities, attachments, and correspondence.
Achieves desired levels of data completeness and process integrity by consistently meeting activity timelines, quality metrics and goals.
Prepare and organize workbooks for Request for Proposals.
Take and relay messages from clients and carriers, which will need to be documented in the Applied Epic system, aligned with EHB procedures system for tracking.
Project manage the EHB team at a high-level to ensure renewal, compliance, and client deadlines are met.
Provides feedback and shares information at team meetings.
Participates in ongoing scheduled meetings with service team to discuss accounts, renewals, service needs, service platform, etc.
Develops successful and effective working relationships with Producers, Account Executives, Account Managers, service team members, managers, carriers and members of other departments.
Communicates effectively with Account Managers and provides timely and complete information to allow them to effectively manage service execution.