Client Manager Consultant - American Heritage

The next part of your journey is right around the corner — with The Standard.

A genuine desire to make a difference in the lives of others is the foundation for everything we do. With a customer-first mindset and an intentional focus on building strong teams, we’ve been able to uphold our legacy of financial stability while investing in new, innovative technologies that support the needs of our customers. Our high-performance culture focused on operational excellence thrives thanks to remarkable people united by compassion and a customer-first commitment. Are you ready to make a difference?

Job Summary

This position will contribute to the Sales Support & Account Management (SSAM) Department by using their industry knowledge, expertise, and organizational skills to complete various requests. We are looking for a motivated and detail-oriented Broker and Client Service Specialist to join our team. This role involves working directly with brokers and clients to provide exceptional service, support, and guidance throughout the transaction process. You will act as a liaison between internal teams and external stakeholders, ensuring seamless communication and efficient resolution of any issues. The ideal candidate has a strong customer service background, excellent problem-solving skills, and the ability to build and maintain strong relationships with brokers, clients, and internal departments.

PRINCIPAL ACCOUNTABILITIES / ESSENTIAL FUNCTIONS

• Have end-to-end knowledge of the pre-sale, implementation, and ongoing service processes.

• Serve as the primary point of contact for brokers and clients, providing exceptional service and support throughout the transaction lifecycle.

• Build and maintain strong relationships with brokers, clients, and internal teams to ensure a smooth and effective service delivery.

• Manage broker and client inquiries, resolving any issues or concerns in a timely and efficient manner.

• Provide detailed product and service information to brokers and clients, guiding them through the processes and answering any questions.

• Coordinate with internal departments such as Sales, Operations, and Compliance to facilitate smooth transactions and resolve any process-related challenges.

• Monitor and manage client and broker accounts to ensure timely processing of documentation, payments, and transactions.

• Ensure compliance with industry regulations and internal policies, providing guidance to brokers and clients when necessary.

• Identify areas of opportunity and provide feedback to management for improvements.

• Lead calls and participate in projects to improve processes for team and department.

• Partner with AB sales representative to provide thorough customer updates, broker feedback and other pertinent action items that impact sales effectiveness.

Skills and Background You’ll Need

Experience: 3 or more years of account management experience with proven ability in the following areas:

• Task Management: Ability to manage 20–40 projects simultaneously, scaling up to 60 during peak season. Projects range from 1-day tasks to multi-month initiatives.

• Customer-Facing Skills: Comfort with direct broker communication, including phone interactions.

Functional Skills

• Proven experience in a broker support, client service, or customer relationship role, preferably in the finance or insurance industries.

• Exceptional organizational skills and attention to detail.

• Knowledge of industry regulations and compliance requirements.

• Excellent written and verbal communication skills. Must be able to read and interpret complex information, talk with customers and listen attentively

• Effectively build interpersonal relationship skills to establish working relationships with direct reports, peers and colleagues

• Creative problem-solving and strong interpersonal skills

• Ability to embrace and respect the team culture approach

• Must be proficient in the following applications: Microsoft Office (Word, Excel, PowerPoint), Adobe Pro and various administration systems

Education:   Bachelor's Degree or equivalent experience

Key Behaviors of a Successful Candidate

• Relationship-Oriented: Capable of building strong, positive relationships with both brokers and clients to ensure long-term satisfaction and business success.

• Problem-Solver: Proactive in identifying potential issues and finding effective solutions quickly.

• Collaborative: Works well with c