Retirement Income Client Relations

Gallagher•Eden Prairie, MN

About The Position

This position provides quality and timely customer service to the Retirement Income clients of National Insurance Services and technical and administrative support to the Account Representatives and Sales Representatives for the assigned region(s). This position will require attainment of Life & Health insurance license for each of the states in the assigned region. Upon the sale of a case, communicates with clients and Account Representative/Sales Representative to prepare plan documents and oversee successful implementation of the plan(s). Handle all aspects of preparation, review, and distribution of plan documents. Responsible for managing client FSA open enrollment process. Reach out annually to clients via email to provide retirement information/videos. Request and provide various reports to clients. Effectively service assigned caseload through annual service calls. Proactively identify need for plan revisions through service calls. Support Account Representatives and Sales Representatives by handling action items identified in service visits. Respond to frequent client and participant inquiries, including questions regarding plan design, contributions, and reimbursements, via telephone and email. Serve as a liaison between clients and our Third-Party Administrator. Maintain and update all systems databases and client files per company guidelines. Work on special projects as needed. Collaborate with VP of Retirement Income to identify opportunities for process improvement or service enhancements.

Requirements

High School diploma/equivalent
1 year directly applicable experience
Proficiency in Microsoft Office
Basic math skills
Appropriate licensing as required (Life & Health insurance license for assigned region states)

Nice To Haves

Associate's degree, professional certification, or equivalent training and experience
Previous experience managing client relationships
Two years of experience in customer service, preferably in an employee benefits related capacity
Ability to read and interpret plan language and effectively communicate policy language and intent to customers
Demonstrated analytical skills
High aptitude for problem identification, investigation, and resolution
High level of positive interpersonal skills and negotiation skills
Poise, tact, and diplomacy with internal and external customers
Proficient in Word, Excel, Outlook, and Adobe Acrobat
Proven capacity to learn software programs developed in-house
Excellent command of the English language; oral and written
Moderate mathematical skills
Attention to detail in interpreting, composing, and proofreading written materials
Ability to excel in a fast-paced environment with demonstrated ability to prioritize multiple, competing demands
Excellent organizational skills
Willingness and enthusiasm to learn and apply concepts around new products, services, and procedural enhancements
Ability to work and make decisions independently and within a team environment
Consistent daily attendance
Ability to work overtime occasionally at last minute

Responsibilities

Provides quality and timely customer service to Retirement Income clients.
Provides technical and administrative support to Account Representatives and Sales Representatives.
Communicates with clients and representatives to prepare plan documents and oversee implementation after a case is sold.
Handles preparation, review, and distribution of plan documents.
Manages client FSA open enrollment process.
Contacts clients annually via email to provide retirement information/videos.
Requests and provides various reports to clients.
Services assigned caseload through annual service calls and identifies needs for plan revisions.
Supports Account Representatives and Sales Representatives by handling action items from service visits.
Responds to client and participant inquiries regarding plan design, contributions, and reimbursements.
Serves as a liaison between clients and the Third-Party Administrator.
Maintains and updates system databases and client files.
Works on special projects as needed.
Collaborates with the VP of Retirement Income on process improvement and service enhancements.