Client Service Manager

About the role

Serves as the primary point of contact for brokers and employer groups ensuring accurate, timely, and high-quality support across all service and administrative needs. Manages inquiries, resolves issues, coordinates with internal teams. Coordinates client and broker onboarding, processes renewal paperwork, and maintains strong relationships that drive retention and client satisfaction.

Key Accountabilities

• Serve as the primary contact for broker and employer groups to research and resolve service issues (claims, enrollment, billing, pharmacy, etc.).
• Oversee intake and prioritization of internal and external inquiries.
• Manage the end-to-end service workflows and monitor open service cases with timely follow-up.
• Use independent judgment to resolve complex issues while balancing client needs with organizational policies.
• Determine appropriate solutions and approve exceptions or escalated items within authority limits.
• Collaborate with client retention executive on plan renewals and preparation, including plan changes, identifying client needs, and ensuring alignment with client goals.
• Exercise judgement in managing timelines, documentation and issue resolution to ensure successful renewals.
• Prepares and processes renewal contracts and paperwork accurately and timely.
• Welcome and educate new clients and brokers on Trustmark products and processes while ensuring a smooth transition from prior carriers and from new sales.
• Cook up setup, system configuration, and delivery of onboarding materials; and conduct enrollment meetings as needed.
• Identify customer service trends and develop job aids and process documentation.
• Recommend and influence implementation of process improvement, insights on broker and employer needs, competitive dynamics, and operational challenges.
• Conduct root-cause analysis on recurring issues, and lead initiatives to address systemic problems.
• Represent client management in cross-departmental committees and projects focused on service operations and client experience.

Minimum Requirements

• Minimum 2-4 years’ experience in health insurance, employee benefits, or related customer focused roles.
• Experience working with brokers or employer groups.
• Strong understanding of medical insurance products and contracts.
• Excellent communication skills with the ability to simplify complex information.
• Proved complex problem-solving capabilities.
• High attention to detail and strong organizational skills.
• Proficiency with CRM systems, enrollment platforms, Microsoft Office, and Adobe.
• Customer-focused mindset with strong problem-solving and analytical skills.
• Able to manage multiple priorities in a fast-paced environment.
• Professionalism and relationship-building skills.

Preferred

• Active life and health license or ability to complete/obtain within first year of employment with company support.
• Bachelor’s Degree or equivalent experience.

The compensation range for this role is (based on the corporate location in Lake Forest, Illinois): $55,386.90 - $80,005.35 per year

Benefits

• Health/dental/vision
• Life insurance
• FSA and HSA
• 401(k) plan
• Employee Assistant Program
• Back-up Care for Children, Adults and Elders
• Many health and wellness initiatives
• Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.