Employee Benefits Client Manager

Major Duties and Responsibilities

• Serve as the primary day-to-day point of contact for an assigned book of group clients; build and maintain strong working relationships with HR contacts, benefits administrators, and carrier representatives.
• Receive and respond to client inquiries regarding existing coverage, enrollment changes, billing issues, claims concerns, and benefit plan administration.
• Conduct regular account management touchpoints — including on-site visits as appropriate — to assess client satisfaction and identify service needs.
• Aid clients with associate meetings and open enrollment coordination, including scheduling, logistics, and communications support.
• Manage the renewal process for assigned clients from initial outreach through final acceptance, working in coordination with the Producer and Department Manager.
• Review existing benefit programs to evaluate coverage alternatives; communicate renewal terms to clients and negotiate with carriers when necessary.
• Cook up renewal meeting scheduling and prepare supporting materials to present renewal options and gain client commitment.
• Prepare marketing information or provide required data to the marketing team; accompany Producer in presenting options to clients as needed.
• Identify cross-sell opportunities and suggest additional lines of coverage to existing clients.
• Assist clients with benefit plan compliance matters including HIPAA, COBRA, FMLA, ERISA, and applicable ACA requirements, as requested.
• Absorb group premium agreements, enrollment contracts, and group coverage documents; submit timely to insurance carriers for processing.
• Review claims reports and deliver to clients on a monthly or quarterly basis as required.
• Coordinate preparation and delivery of benefit booklets, benefit statements, and other client fulfillment materials.
• Enroll clients in Employee Benefits communication and resource tools; introduce and demonstrate resources to new and renewing clients.
• Assist clients in the evaluation, selection, and implementation of HRIS and benefits administration platforms, coordinating with HR contacts, carriers, and technology vendors throughout the setup process.
• Support clients through annual system renewals — updating plan designs, contribution structures, qualifying life event rules, and carrier feeds within the benefits administration platform ahead of each open enrollment.
• Cook up with carriers and TPAs to ensure benefits administration system data feeds are transmitting accurately and resolving any eligibility or enrollment discrepancies in a timely manner.
• Educate HR contacts and employees on platform navigation, self-service functionality, and best practices to drive adoption and reduce administrative burden.
• Maintain proficiency in the Agency Management System — update policies written or renewed, log all client and carrier interactions, document service issues, and actively manage follow-up queues.
• Maintain group account files in an orderly and current manner within the agency management platform.
• Perform all client- and carrier-facing actions in a manner that minimizes exposure to errors, omissions, and loss of business.
• Participate in seminars, carrier meetings, and continuing education opportunities to stay current on product developments and legislative changes.
• Provide training and mentorship support to junior account staff; proactively share department-relevant knowledge and best practices.
• Maintain all required licenses and certifications for the position.

Requirements

• Minimum 3 years of experience in employee benefits, health insurance, or a related client service role.
• Demonstrated understanding of group health benefit programs and the ability to communicate plan details effectively to clients and their employees.
• Life & Health insurance license required within 6 months of employment.
• Proficiency in verbal and written communication; ability to explain benefit concepts clearly to diverse audiences.
• Strong organizational skills with the ability to self-manage a high-volume workload across multiple accounts and deadlines.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook); experience with agency management or CRM systems preferred.
• Must be a self-starter capable of working independently in a fast-paced, deadline-sensitive environment.
• Above-average mathematical aptitude; comfort working with premium data, enrollment figures, and coverage comparisons.

Preferred

• Bachelor’s degree in Business, Human Resources, or a related field.
• Prior experience at an insurance agency, brokerage, or carrier in an account management or service capacity.
• Familiarity with compliance topics including HIPAA, COBRA, FMLA, ERISA, and ACA employer mandate provisions.
• Experience with benefits administration platforms or HR technology tools.
• Established carrier and/or TPA service relationships.