Senior Client Relationship Manager EB

Sr Client Relationship Mgr GB - SA08HE

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.   

         

As a Senior Client Relationship Manager, you will:

Manage defined book of business from the implementation of sold business to "on-going" Account Management primary support including pre-sales finalist sales, customer satisfaction, persistency, growth and profitability. Act as SME for all business across Employee Benefits Division – supporting all Distribution, operations, and underwriting areas as needed. Resolve customer inquiries, actively supporting growth with direct engagement in the renewal processes. Proactively plans for and coordinates the renewal process for key producers or customers. Collaboratively works with underwriters and field partners to develop analysis of client plan utilization, creates client focused presentations identifying trends and patterns that influence and impact plan performance: provides recommendations to enhance positive drivers and mitigate root causes of unfavorable plan performance. Build relationships with brokers: conduct education seminars to educate brokers and build a book of business. Develop plans to grow block of business. Understands the financial workings, regulations and servicing of claims. Primary liaison between producers, customer, underwriter and internal administration ensuring customer/producer needs are proactively anticipated and met. Actively participates in presentations with key Producers or clients to achieve case profitability and growth objectives. Maintains accurate financial and general account databases.  Identify customer data information needs and work with all team associates to achieve information integrity and provide accurate customer analysis. Works with sales, product marketing, underwriting, claims and other disciplines to further demonstrate our value proposition to customers and producers. Stays current in knowledge of competitors, products / provisions and overall trend of the market and capably leverages our competencies to further support profitability and growth objectives. Ability to assess client’s general financial infrastructure and to effectively develop a consultative service plan

• The Hartford’s Employee Benefits segment is a market leader in life, disability, and Supplemental Health insurance, providing businesses with the employee benefits solutions necessary to attract and retain top talent. The Hartford sets the standard for helping individuals reclaim their lives in the face of disability or personal crisis. The Hartford has been a proud sponsor of athletes with disabilities since 1994, becoming a founding partner of U.S. Paralympics, a division of the U.S. Olympic Committee, in 2003.

Ongoing Service (70%):

• 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 First Time Claim Report to ensure that 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 changing 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