Client Manager - Northeast Region

Boston, MA, United States

Assume overall responsibility for managing dedicated client accounts ranging from 500 to 2,000 lives. The Client Manager is the main contact for the client for ongoing service and is the customer’s resource for consultative advice on contracts, plan structure, financial and renewal questions, escalation of claim issues and other administrative aspects of their plan.

Account Management

During implementation, collaborates with the implementation team to understand the sold case parameters up front, so they may be engaged as necessary throughout implementation.  Stays informed throughout the implementation so there is a smooth transition to this position after implementation.

Understand client business, issues, and needs through required proactive face-to-face client visits and proactive phone contact; builds, maintains, and manages positive ongoing client relationship.

Provides continual education to client on company processes, policies, and procedures, including web-site services and navigation. Keep client and broker/consultants apprised of product and service enhancements.

Responsible for oversight, monitoring and compliance with any performance guarantees on assigned cases.

Work closely with billing, underwriting, claims, and other internal departments to facilitate smooth operational functions. Must maintain thorough knowledge of all service activities associated with assigned clients. Must present complete understanding of all issues to client to ensure a seamless client experience.

Understands, interprets and can clearly deliver Claims Experience Reporting and data to clients; Delivers annual stewardship meeting.

Collaborates with sales representative to identify up-sell/cross-sell opportunities on assigned accounts; builds re-enrollment strategies for their clients.

Collaborates with sales representative and coordinates and negotiates renewal for assigned cases with sales & underwriting; communicates clients’ needs, issues, risks, and opportunities; prepares and presents renewal to client.

If required, reviews RFPs and actively participate with the sales representative in finalist presentations – on an as needed base only.

Drives revenue by addition of new lines on inforce customers, increased enrollment.

Administrative

Utilize the best practices and follow standard operating procedures. Also, identify internal process, policy, procedure or technology issues that may be adversely impacting client satisfaction. Work with Regional Service Manager to identify and implement solutions.

Contribute to and participate in departmental and organization-wide projects and committees designed to enhance service, improve efficiency, and improve knowledge.

Required Knowledge, Skills, Abilities and/or Related Experience

Bachelor’s Degree

At least 5 years of group insurance experience servicing accounts and/or account management

Demonstrated exceptional customer service acumen, strong consulting/negotiation/leadership skills, deep product/maintenance knowledge (including plan designs, funding, banking, etc.) with a high degree of operational effectiveness. The position must balance the needs of the client with that of the business

State insurance license required

Demonstrated success in managing key brokers/consultants

Excellent communication, facilitation, and presentation skills

Strong consultative, negotiation, persuasion and influencing skills – sales orientation

Thorough knowledge of group insurance, products, contracts, and services

Understanding of state regulations applying to group plans

Knowledge of underwriting principles and practices

Ability to build and maintain collaborative working relationships at all levels

Planning and organization skills, multi-tasking

Proven financial aptitude/analytical skills

Ability to adapt to change

Ability to work independently

Computer proficiency in Excel, Word and PowerPoint

Ability to represent Reliance in a professional manner

Ability to Travel: Up to 50%

Work location may be flexible if approved by the Company .

What We Offer At Reliance Matrix, we believe that creating a more diverse, equitable and inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.

That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.

An annual performance bonus for all team members

Generous 401(k) company match that is immediately vested

A choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account

Multiple options for dental and vision coverage

Company provided Life & Disability Insurance to ensure financial protection when you need it most

Family friendly benefits including Paid Parental Leave & Adoption Assistance

Hybrid work arrangements for eligible roles

Tuition Reimbursement and Continuing Professional Education

Paid Time Off, volunteer days, community partnerships, and Employee Assistance Program

Ability to connect with colleagues around the country through our Employee Resource Group program and our Diversity Equity & Inclusion Council

Our Values:

Integrity

Empowerment

Compassion

Fun

EEO Statement

Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.

#LI-Hybrid Reliance Matrix delivers employee benefits, absence management and workforce productivity solutions through the financial stability of a top-rated insurance carrier, the agility and innovative spirit of a Third Party Administrator (TPA), and the daily commitment of thousands of team members across America. Where larger competitors offer size, we inspire confidence and long term engagement through integration, reliability and dedication to providing customized solutions.

Reliance Matrix innovates and provides technology-driven absence and benefit solutions that enable employees and employers to manage time away from work.

We help employers attract and retain valuable human capital through thoughtful, inclusive benefit programs delivered with care.

We bring top-tier regulatory knowledge and cutting edge technology to help optimize workforce productivity and compliance.

We offer a seamless member experience customized to each individual’s need and event.

We integrate our solutions and expertise with leading HR technologies to ensure accuracy, efficiency and a superior customer experience.

We are a proud member of the global Tokio Marine Group, one of the oldest, largest and most respected insurance organizations in the world.

In the business hierarchy, human capital is the most precious of assets. Reliance Matrix delivers comprehensive, integrated solutions and services to attract, protect and help optimize an employer’s work force in a changing, challenging world.

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