Insurance Relationship Manager

Why Work Here: Headquarters in Charlotte, NC. Recently expanded to nearshore. Ranked for SMB Payroll in the 2023 Sapient Report. Voted top places to work in USA 2023.

About the role

The Insurance Relationship Manager is an integral member of the Brokerage Operations Team. Under the direction and oversight of the Director of Insurance Operations, this role proactively manages assigned Insurance client relationships and accounts, delivering a consultative, solution-based approach to help clients optimize their benefits strategies. The role analyzes renewal data to uncover opportunities, advises clients on cost-effective plan solutions, and leverages AI-powered tools to enhance service delivery and decision-making. The incumbent must hold an active insurance license, demonstrate the skills required of a licensed agent, and effectively manage multiple competing priorities with strong time management.

Responsibilities

• Manage insurance client portfolios by conducting in-depth renewal analyses, identifying cost-saving opportunities, and delivering consultative, solution-based recommendations tailored to each client’s workforce and budget needs.
• Handle telephone and email traffic in a polite, professional, and cheerful manner; respond to all employer and employee inquiries.
• Provide quality customer service to all clients, employees, and partners, championing high levels of client satisfaction.
• Establish job priorities to meet customer and organizational expectations 100% of the time, quality assured, while handling deadline pressure with a positive attitude.
• Work collaboratively as a team member, contributing to team and individual goals and objectives.
• Develop customer relations with a positive, enthusiastic, and professional delivery.
• Lead the full renewal lifecycle as a trusted advisor: analyze prior-year claims and utilization data, present renewal options with clear cost-benefit comparisons, guide clients through plan design decisions, and recommend solutions aligned with industry trends and cost containment best practices.
• Negotiate cost terms with carriers for large group clients.
• Install new business, including meeting carrier deadlines, guiding employers on completion of forms, and collecting payroll data.
• Set up and maintain the employee benefits portal.
• Conduct employee benefit enrollment meetings as needed.
• Conduct proactive quarterly client strategy sessions via in-person visits or phone to review benefits performance, advise on emerging options, and document outcomes and next steps to strengthen long-term client relationships.
• Manage the Brokerage Management system: set up new clients, update data, and utilize information for daily client work.
• Maintain current training on benefit platforms and pursue continued education on industry changes, emerging benefits technologies, and AI-powered tools used in insurance and HCM platforms to deliver more efficient, data-informed client service.
• Evaluate and select employee health and wellness benefits (including health or dental insurance, life insurance, disability pay, or retiree medical plans) to create an attractive and competitive benefits program.
• Collect data on industry standards and practices to determine competitive positioning of the organization’s health and wellness benefit offerings.
• Provide administrative support to customers in processing and managing enrollment and eligibility with customer carriers/vendors, including new enrollments, terminations, life event changes, and demographic changes.
• Act as a liaison between the customer and the isolved benefits services team for COBRA, FSA, HRA, and H.S.A.
• Act as liaison between the customer and isolved EDI Team for questions on carrier feeds or electronic forms.
• Act as liaison between the customer and isolved auditing Team for discrepancies on monthly audits.
• Work in Dynamics to assist and complete cases pertaining to benefits support across the company, properly responding to the owner of the case submission and the customer through the case. Examples of support include:
  • Directional support on system navigation
  • How to process benefits transactions within the system
  • Benefits system training, as needed
  • The Affordable Care Act
  • COBRA
  • Research on why a benefit plan is not performing as expected

Requirements

• Typically requires a bachelor’s degree.
• 2+ years of previous experience in client relationship and/or Health Insurance administration.
• Active Group Life and Health License required prior to start date. Candidates must maintain all state-required Continuing Education (CE) credits and license renewals.
• As a licensed agent, demonstrate core licensure competencies including:
  • Coverage analysis and plan comparison
  • Carrier negotiations and underwriting concepts
  • Regulatory compliance (ACA, ERISA, HIPAA, state insurance laws)
  • Ethical client advisory practices
  • Proper disclosure and documentation standards
  • E&O risk awareness
• Comprehensive knowledge of the field's concepts and principles.
• Software experience, preferably in a SaaS environment.
• Subject Matter Expert in Benefits Administration.
• Understanding of the Affordable Care Act and COBRA.
• Demonstrated ability to provide superior customer service.
• Excellent interpersonal, oral, and written communication skills.
• Proficient command of the English language, both orally and written.
• Strong organizational, analytical, and troubleshooting skills.
• Logical problem solver with excellent follow-through and detail orientation.
• Ability to work in a fast-paced, team environment.
• Proven ability to multitask.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and working familiarity with AI-assisted tools (such as AI-driven analytics, CRM automation, or benefits platforms with embedded AI features) to improve efficiency and client insights.
• Must be able to work overtime during peak periods.
• Ability to adapt and prioritize in a rapidly growing, deadline-driven environment.
• Strong ability to apply common sense understanding, judgment, and leadership to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standard and crisis situations.
• Ability to prioritize job tasks and multitask effectively.
• Ability to build and maintain positive relationships internally and externally.
• Ability to exercise sound judgment and make decisions consistent with essential job functions.
• Current training on systems and regulatory legislation and changes relative to Health Insurance, 401k, FSA, HSA, COBRA, Workers Compensation, and HRA products and programs.
• Maintain proper dress code and professional demeanor at all times.
• Possess a cheerful work attitude and foster a positive team spirit both within the department and across other departments.

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers—who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management, and engagement management functions. No matter the industry, we help high-growth organizations employ, enable, and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.