Job Responsibilities and Requirements

Assume overall responsibility for managing undedicated client accounts ranging from 2 to 99 lives. This role serves as 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

• Understand client business, issues, and needs through required proactive phone contact; Works with peers to build and maintain positive ongoing client relationships.

• Provides continual education to client on Reliance processes, policies, and procedures, including web-site services and navigation. 

• Working as team, responds to customer inquiries regarding coverage questions, billing issues, underwriting status updates, and other aspects of the benefit plans

• Works closely with resolution specialists in 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.
   

Administrative

• Utilizes best practices and follows standard operating procedures.  Also, identifies internal process, policy, procedure, or technology issues that may be adversely impacting client satisfaction.  Works with Regional Service Manager to identify and implement solutions. 

• Contributes to and participates in departmental and organization-wide projects and committees designed to enhance service, improve efficiency, and improve knowledge.

• May be responsible for New Producer set-up, ensuring accurate information in internal systems

Required Knowledge, Skills, Abilities and/or Related Experience

• Related experience preferred but will consider self-starter with good skills.

• 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

• Strong communication skills

• Ability to build and maintain collaborative working relationships at all levels

• Planning and organization skills, multi-tasking

• Proven analytical skills

• Ability to prioritize incoming customer queries and maintain the RSL responsiveness commitment

• Ability to adapt to change

• Ability to work independently

• Computer proficiency in Excel and Word

• Ability to represent Reliance in a professional manner

• Knowledge of group insurance, products, contracts, and services

• Understanding of state regulations applying to group plans

• Knowledge of underwriting principles and practices
   

Required Competencies

• Achievement: Demonstrates problem solving skills. Meets challenges head on. Is able to learn and use new skills. Generates creative ideas and solutions. Takes initiative.

• Customer Service: Promptly acknowledges customers' needs, both internal and external. Ensures customers' needs are handled in a timely and appropriate manner. Creates a positive impression.

• Problem Solving/Decision Making:  Anticipates, analyzes and defines problems. Develops and assesses alternative solutions as necessary. Makes appropriate decisions in a timely manner. Analyzes impact of decisions.

• Technical Achievement: Demonstrates expertise in job functions. Keeps current of regulations pertinent to responsibilities. Sets up controls for workflow efficiency and accountability. Meets deadlines and achieves assigned goals within designated time frame

• Communication/Relationship Skills: Demonstrates effective interpersonal and listening skills: takes direction, practices active listening, accepts feedback. Communicate/respond appropriately to varied audiences/tasks. Exhibits teamwork, honors commitments.

• Leadership: Serves as a role model and exemplifies behaviors worth imitating. Promotes effective and open communication with peers and managers. Supports company/department initiatives and motivates others to work together toward common goals.

Ability to Travel: Up to 10%

 

The expected hiring range for this position is $54,990.00 - $68,750.00 annually for work performed in the primary location