Service Consultant

Gallagher•New York, NY

About The Position

At Gallagher Benefit Services, the Service Consultant partners with organizations on important people decisions, including benefits strategies, wellbeing programs, and workforce challenges. In conjunction with the Health & Benefits Producer, the consultant oversees and drives exceptional service delivery for complex upper-mid, large, and jumbo clients; guides the service team in executing client strategies; and champions branch initiatives and priorities. The role is accountable for ensuring every aspect of client service is executed and assists the service team with service-related tasks. The consultant manages client relationships and retention, serves as a key contact for executive and corporate contacts alongside the Producer, and guides account teams and shared resources. The position involves strategic benefits consulting, interpreting financial and plan data, developing client solutions, overseeing presentations and renewal work, supporting client and prospect meetings, identifying broader business opportunities, maintaining vendor relationships, resolving high-level issues, and educating and coaching team members. Travel may be required up to 50% of the time.

Requirements

Bachelor's degree.
At least 7 years of client service and/or claims management experience.
Must hold a Life/Health Insurance license.
Must be able to travel up to 50% of the time.
Proficiency in Microsoft Office applications and in using technology to maximize productivity and quality.
Previous experience managing client relationships.
Strong written and verbal communication skills.

Responsibilities

Maintain 98% client retention.
Serve as the primary point of contact for executive-level and corporate contacts in conjunction with the Producer, and as a secondary contact for day-to-day issues behind the Client Manager and Client Associate.
Interpret client needs and direct the account management team and shared resources to manage workflow and ensure projects and tasks are completed.
Understand client needs and partner with the Producer to present coverage solutions that support the client’s culture, values, and mission.
Curate content and solutions for key client meetings with support from the client service team.
Communicate financial reports to clients or facilitate discussions with the Health Care Analyst when appropriate.
Explain the implications of plan financial performance and anomalies and recommend solutions to address concerns.
Review client data to analyze trends, identify issues, and develop solutions involving plan design modeling, funding, networks, and contract issues.
Advise clients on health and welfare issues and trends, and keep internal and external client groups informed about relevant compliance and employee benefits issues and trends.
Communicate current or potential client issues to the Producer and collaborate with sales and service teams on solutions.
Oversee RFPs, vendor vetting, and presentation strategy in collaboration with the service team.
Coordinate with the Producer on client strategic goals, direction, service commitments, and milestones throughout the year.
Prepare with the Producer for pre-renewal and renewal meetings, develop presentation direction and flow, communicate strategy to service and project teams, oversee presentation development, and conduct a final review before submission to the Producer.
Attend client and prospect meetings as needed to support the Producer.
Identify opportunities across the broader enterprise and participate in client meetings to uncover client needs and discuss potential solutions.
Review the book of business for opportunities to introduce and implement additional solutions.
Build relationships with vendor partners and understand their value propositions and products to support client strategy.
Establish regular meetings with service and project team Client Managers and Client Associates to review issues and deadlines, and ensure deadline changes are communicated to clients.
Guide Client Managers and Client Associates on ways to resolve issues, serve as a high-level contact for clients and team members, and support positions considered unpopular when needed to do what is right for the client, Gallagher, and employees.
Work with Client Service Leaders to identify knowledge gaps and learning opportunities, provide coaching and training, delegate decision-making and problem-solving while maintaining oversight, and share carrier updates, client-specific knowledge, and deliverables in meetings.