Coordenador Serviço ao Cliente na Vivo, assegurando evolução da planta e funcionalidade dos serviços. Liderando equipe e otimização de recursos para atendimento regional em Minas Gerais.
About the role
- Client Services Manager overseeing Employee Benefits Account Management team. Developing best practices and managing client relationships while ensuring operational efficiencies.
Responsibilities
- The Employee Benefits Account Management team provides critical support to clients through day-to-day program oversight, client advocacy and systems management in order to effectively manage their health and welfare programs.
- The Employee Benefits Small Business Unit (SBU) Client Service Manager oversees the Small Group Account Managers.
- This position may also assume the duties and responsibilities of an Account Executive/Account Manager to service a book of business with 1 or 2 clients to stay relevant with the changes that face the AE/AM teams.
- Leads the SBU in operational efficiencies such as Scope of Services, Resource Pro, PATRA, and AI initiatives.
- Manages a team of employee benefits service staff of Small Group Account Manager.
- Develops and executes product, service and technical training programs, assists with departmental expectations, standards, policies and procedure and periodically audits/reviews standards to provide personnel coaching or feedback for management.
- Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance.
- Provide appropriate feedback and identify training opportunities.
- Acts as a resource for problem escalation when the team encounters complex issues.
- Reaches resolutions or identifies the need to further escalate an issue and communicates appropriately with all necessary parties.
- Conducts team meetings to update members on best practices, continuing expectations, assignments and responsibilities clearly and professionally.
- Stays current on new and existing HUB resources and specialty practices, carrier updates as well as state and federal regulations.
- Develop and manage team implementation strategy in tandem with assigned producer and/or HUB leadership.
- Reviews and is responsible for client deliverables ensuring they meet client expectations and HUB branding and presentation standards.
- Champions communication of goals, vision, and procedures developed by the HUB leadership teams.
- Consults frequently with and is open to new ideas coming from team members.
- Conducts annual performance reviews for all direct reports and assists in annual budgeting and ongoing operational expense monitoring for all locations/departments.
- Fosters a positive and mutually supportive working environment, to provide the best possible client service and producer support.
- Develops and shares comprehensive analysis of team performance based on goals, objectives, and deadlines with HUB leadership.
- Works with regional EB Leadership Team to identify, develop and execute regional and national initiatives through project management activities and coordination of resources.
- Develops best practices for leveraging standard technology platform and tools such as Benefitpoint, Monday.com, Zywave and others.
- Actively communicates with or visits prominent EB clients on a planned periodic basis to determine level of satisfaction and/or any additional service needs.
- Assists assigned producer in developing new business opportunities and delegating to appropriate team members.
- May support a book of business with similar duties and responsibilities as service staff.
- Works closely with Producers and other HUB personnel on all aspects of client service, marketing, and renewal while adhering to HUB’s best practices and standard procedures.
- Acquires understanding of clients’ business and insurance objectives and critically analyzes and compares insurance plans to determine suitability.
- Establishes and maintain strong business relationships with clients and insurance carriers.
- Serve as client point of contact for day-to-day eligibility, claims, billing and benefit administration inquiries; acts as liaison between clients and insurance carriers to resolve service issues.
- Seeks continued knowledge and stays abreast of changes in the insurance industry and other external conditions that may impact their clients.
- Thought leader to Account Managers; Attends industry related continuing education training and courses.
- Performs other duties and projects as assigned.
Requirements
- College degree required
- 8+ years of benefit insurance related experience (brokerage preferred) or equivalent combination of education & experience
- 2+ years supervisory experience
- Life & Health License
- Ability to assertively direct and supervise staff; including but not limited to responsiveness to staff needs, and personnel issues, and provide consistent/fair evaluation.
- Ability to effectively and professionally communicate orally and in writing with internal and external customers.
- Critical Thinking: Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- Desire to learn and grow within the insurance industry.
- Ability to respond to customer needs, solicit customer feedback to improve service, and handle difficult or emotional customer situations promptly and accurately.
- Confidence and demeanor to effectively interact with all levels within the organization.
- Ability to develop and maintain strong client relationships; work effectively with insurance and service vendors to gain cooperation in meeting clients’ needs.
- Ability to effectively work with a team and coach others in developing their skills and abilities.
- Ability to efficiently gather pertinent information and facts, analyze and solve problems timely and thoroughly.
- Problem Solving: Ability to identify complex problems and review related information to develop and evaluate options and implement solutions.
- Ability to prioritize and organize multiple tasks and responsibilities to complete assignments on time and with optimal accuracy.
- Computer skills: proficiency with Microsoft Office Suite, Outlook and agency management systems.
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.
Benefits
- health/dental/vision/life/disability insurance
- FSA
- HSA
- 401(k) accounts
- paid-time-off benefits such as vacation, sick, and personal days
- eligible bonuses, equity and commissions for some positions
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
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