General Description: Responsible for managing the operational activities of all client service functions. Take charge of the onboarding and retention process for new and existing clients.
Responsibilities:
Responsible for full-cycle management and development of assigned Employee Account Management team. Manage, train and coach all client facing staff on all job functions. Develop and implement best practices related to customer service platform and systems.· Drive strategic customer service initiatives. Implement process and efficiencies in the non-productions staff
· Ensure staff understand the production messaging and USI value proposition in the marketplace.
· Understand and maintain the OpCo budget, as well as appropriate staffing levels.
· Act as advisor for largest/most important accounts.
Accountable for team adherence to departmental retention goals and client service level agreements. Manage team quality control of client renewals and ensure adherence to service standards. Drive consistent and predictable long-term profitable client relationships.Manage assignment of clients based on size and needs. Work with Practice Leader in development and refinement of Value Propositions. Advise clients on industry trends, legislative rulings and market events. Coordinate internal resources/ experts to assist all producers on sales opportunities.Understand and communicate USI’s Employee Benefit initiatives to staff.Positively and proactively represent USI in meetings, seminars, trade shows and networking events.Assist in developing positive carrier relationships. Drive utilization and keep current all protocols as relates to Sagitta and BenefitPoint.Create a positive communication and leadership team with the AE Team leaders.Knowledge, Skills and Abilities:
10+ years of related insurance experience in a client interfacing role. College degree preferred.Prior managerial experience required. Strong team leadership abilities.· Must hold or be willing to earn life & health insurance license
· Keep informed about industry information, technology and trends.
· Able to understand, interpret and convey technical information to others.
· Broad understanding of general accounting practices.
· Ability to adapt to changes in systems, procedures, processes and policies.
· Excellent organizational, time management and multi-tasking skills.
· Comfortable with internet-based programs and Microsoft Office products. Knowledge of Benefitpoint preferred, but not required.
· Effective interpersonal, problem solving and conflict resolution skills along with sound judgment.
· Excellent oral and written communication skills.