Client Service Manager, Employee Benefits

About the role

HUB advises businesses and individuals on preparing for the unexpected. Our focus is on providing peace of mind through tailored insurance solutions and unrelenting advocacy.

Responsibilities

• Manages a team of employee benefits service staff.
• Develops and executes product, service, and technical training programs.
• Sets departmental expectations, standards, policies, and procedures.
• Periodically audits/reviews standards to provide personnel coaching or feedback management.
• Answers team member questions, helps with team member problems, and oversees work for quality and guideline compliance.
• Provides appropriate feedback and identifies training opportunities.
• Acts as a resource for problem escalation when the team encounters complex issues.
• Reaches resolutions or identifies the need to further escalate an issue and communicates appropriately with all necessary parties.
• Conducts team meetings to update members on best practices, continuing expectations, assignments, and responsibilities.
• Audits and adjusts workload among the department, professionally communicating with staff members about their assignments.
• Stays current on new and existing HUB resources and specialty practices, carrier updates, and state and federal regulations.
• Reviews and is responsible for client deliverables ensuring they meet client expectations and HUB branding and presentation standards.
• Fosters a positive and mutually supportive working environment to provide the best possible client service and producer support.

Qualifications

• High School Diploma / GED; College degree strongly preferred.
• 5-10 years of benefit insurance related experience (brokage preferred) or equivalent combination of education & experience.
• 2+ years supervisory experience.
• Life & Health License.

Skills & Abilities

• Ability to assertively direct and supervise staff; including but not limited to responsiveness to staff needs, and personnel issues, and provide consistent/fair evaluation.
• Ability to effectively and professionally communicate orally and in writing with internal and external customers.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Critical Thinking: Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Desire to learn and grow within the insurance industry.
• Ability to respond to customer needs, solicit customer feedback to improve service, and handle difficult or emotional customer situations promptly and accurately.
• Confidence and demeanor to effectively interact with all levels within the organization.
• Ability to develop and maintain strong client relationships; work effectively with insurance and service vendors to gain cooperation in meeting clients’ needs.
• Ability to effectively work with a team and coach others in developing their skills and abilities.
• Ability to efficiently gather pertinent information and facts, analyze and solve problems timely and thoroughly.

Working Conditions & Physical Demands

• This position primarily involves remaining in a stationary position for the majority of the workday.
• The person in this position frequently communicates with colleagues and clients both in person and on the telephone.
• Must be able to communicate and exchange accurate information.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.