Employee Benefits, Sr Client Relationship Manager

The Hartford•Hartford, CT

1d•$88,560 - $132,840•Hybrid

About The Position

The Hartford's Employee Benefits group is seeking a customer-focused and strategic Senior Client Relationship Manager to serve as the primary relationship leader for a portfolio of National Account clients. In this highly visible role, you will partner with customers, brokers, Account Executives, Underwriters, and internal business teams to deliver exceptional service, drive customer satisfaction, support retention and growth objectives, and ensure successful execution of employee benefits programs. This role manages a defined book of business from implementation through ongoing account management, serving as the primary support for pre-sales finalist presentations, customer satisfaction, persistency, growth, and profitability.

Requirements

A minimum of 5+ years of experience supporting and managing client relationships in account management or similar customer-focused roles; Insurance experience required, Group Employee Benefits experience strongly preferred with an emphasis on account management, sales, or underwriting on 5,000+ lives.
Group Life & Health license required based on assigned book of business; must complete ongoing Continuing Education requirements in a timely manner to maintain license(s)
Group Benefits Disability Specialist designation required within 1 year
Travel is required approximately 20% of the time.

Nice To Haves

candidates located on the East Coast are preferred to facilitate collaboration, team engagement, and alignment with core business hours.

Responsibilities

Responsible for managing a defined book of business (BOB, target $60M annual premium) consisting of National Accounts. This includes meeting with customers based on each customer’s preference and needs, which is typically 1 – 2 times per year. This may likely include out-of-state travel.
Partners with Client Consultant to assist with on-going service-related matters.
Sets appropriate expectations with clients and brokers about standard contract provisions and potential exceptions. Effectively communicates guidelines and expectations for Account Administration.
Review Tax Services with customers on an annual basis to ensure Tax reporting is correct. As needed, coordinate execution of a revised tax services agreement.
Effective Customer Service Administration / Issue resolution (liaison with underwriting, claims, billing, etc.). Coordinates the day-to-day service and administrative requirements by effectively assessing customer concerns, networking with the appropriate resources and providing creative solutions to customer needs. Effectively utilizes support staff and HO customer service resources when appropriate.
Effective Pro-Active Customer / Broker Interface. Effectively plans for and schedules meetings with clients with a specific pro-active agenda. Promotes Value Added Services and new products, services and offerings. Ensures contract features and benefits meet client's ongoing needs and administrative procedures.
Make recommendations for change where appropriate. Keeps abreast of client's changing benefits/HR needs/corporate landscape (mergers & acquisitions).
Identifies and coordinates annual enrollment activity/communication requirements.
Actively supports Book of Business growth objectives by identifying and pursuing opportunities for new and/or increased lines of coverage in conjunction with the Account Executive and VAE Partners with Account Executive to educate and develop relationships with Brokers and their staff.
Collaboration with internal business partners to address Customer needs.
Develops and executes comprehensive book of business strategies consistent with organizational initiatives, profitability & persistency targets, segment requirements, and individual customer’s needs.
Drives the renewal process in collaboration with the National Account Executive and the Underwriter, engaging other business partners as appropriate.
Primary liaison between customer, producer, underwriter, voluntary sales manager and internal business partners to ensure customer needs are addressed, bringing in the right resources at the right time. This includes keeping the Account Executive informed, engaging them as needed.
Partner with Voluntary Support Team for any voluntary and/or enrollment activities
Maintains all areas of the customer specific records in the appropriate systems. Maintains all appropriate case correspondence and relevant account management information, per the Document Management guidelines.
Identifies opportunities for process improvement, for the benefit of individual customers and the broader customer base and takes action as appropriate.
Understand and effectively communicate basic underwriting principles, claims experience and pricing justifications to Producers and Customers
At least once annually and each time there is a new Employer Benefits/HR Contact, provide Plan Administration review to Employers including, but not limited to portability/conversion, continuation provisions, instructions for calculating premium and premium remittance etc.
Consults with customers to manage ongoing changes to reporting that align with our standard offering.
Works with business partners to implement eligibility feeds and then helps facilitate ongoing issue resolution and file feed changes.
Participates in special projects which support organizational needs, effectively assessing and communicating business impacts.
Attends and participates in all mandatory training, meetings, etc.
Partners with Implementation Team and Account Executive, including attending calls.
Attend face-to-face meetings, as needed.
Partners with Implementation Team to set appropriate expectations with clients and brokers about standard contract provisions and potential exceptions. Effectively communicates guidelines and expectations for Account Administration.
Partner with Voluntary Support Team for any voluntary activities
Conduct Employer Portal onboarding
Conducts Welcome Call
Partners with Account Executive and Underwriting on plan design and rate negotiations for Add Issue business
Actively supports pre-sale / finalist activities in conjunction with internal business partners. This includes occasional travel to participate in finalist meetings, typically at short notice.