Job Responsibilities and Requirements

The National Client Manager (NCM) is accountable for all aspects of the customer experience with assigned national clients as well as managing and owning the overall client relationship.  As the lead of a team of professionals, the NCM will deliver on our promises, fully leverage the power of our service capabilities to exceed expectations and problem solve for custom customer needs.  The NCM will review the financial metrics, retention and growth of the assigned block.  The NCM will serve as a subject matter expert to our clients regarding Disability, Life, FML, State Leaves, and Company Leaves (Paid and Unpaid) as well as ADA. Typical group size is 2000+ lives.   

The National Client Manager is accountable for owning the following:

• Builds and nurtures effective relationships with clients, brokers and internal partners to understand client needs and ultimately ensure client satisfaction.

• Manages customer needs by cultivating internal partners to ensure full engagement of service in all areas of the customer experience.  Serves as a role model and exemplifies behaviors worth imitating. Promotes effective and open communication with peers and managers. Supports company/department initiatives.

• Creates a Communication Structure suited for each client. This includes stewardship with meaningful executive summaries and plans of action, site visits and regularly scheduled meetings with clients -- that delivers both tactical support, consultative direction and drives our value as a vendor partner.

• Develops and actively manages Client Business Plans designed around customer needs, and manages the book of business financial metrics for profitability, growth and retention to achieve the company’s objectives. These duties include but are not limited to oversight of plan performance, development and presentation of renewal positions, managing plan change requests and identifying opportunities for cross sell activity, plan enhancements and value add services.

• Anticipates, analyzes, and defines problems. Develops and discusses alternate solutions as necessary. Makes appropriate decisions in a timely manner, and analyzes the impact of decisions.

• Communicates and presents with confidence using words to effectively influence positive outcomes & drive strategy. 

• Identifies issues, provides solutions and drives to resolution of complex client issues in a timely and collaborative manner.

• Demonstrates expertise in job functions. Keeps current of regulations pertinent to responsibilities. Sets up controls for workflow efficiency and accountability. Meet deadlines and achieves assigned goals within designated timeframes.
   

Required Knowledge, Skills, Abilities and/or Related Experience

• Bachelor’s Degree (BS/BA) – Business or related

• Group Life and Health License(s) required

• Knowledge of MS Office applications required including Outlook, Word, Excel, and PowerPoint

• Self-motivated with the ability and manage own work.

• Consistently champions company and department vision and goals; drives client adherence to initiatives.

• Excellent presentation and written/verbal communication skills.

• Proven ability to multi-task, manage tight deadlines

• Demonstrates -strong analytical and problem solving skills.

• High level of customer service orientation.

• Ability to manage responsibilities with limited supervision, work autonomously

• Ability to prioritize daily responsibilities by readily discerning the urgent needs, escalates as needed.

• Experience in negotiating complex contracts and agreements.

• Highly Adaptable with an ability to learn and grow in an ever changing environment

• At least 3-5 years of group insurance experience, absence management, disability, leave and life insurance. As well as experience in account management, sales or underwriting

 

The expected hiring range for this position is $109,090.00 - $145,630.00 annually for work performed in the primary location (Glendale, CA). This expected hiring range covers only base pay and excludes any other compensation components such as commissions or incentive awards. The successful candidate’s starting base pay will be based on several factors including work location, job-related skills, experience, qualifications, and market conditions. These ranges may be modified in the future.

Work location may be flexible if approved by the Company.

What We Offer

At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can’t do this without our mo