Senior Consultant - Absence, Disability, & Life

About the role

Marsh Agency's East Region is a leader in the employee benefits marketplace. Our associates simplify employee health and welfare benefits and risk management for regional, national, Fortune 500 and Fortune 1000 companies. We value integrity, collaboration, passion, innovation, and accountability, and we are committed to making a difference in the moments that matter for our colleagues, clients, and communities. As a member of the Absence, Disability, & Life group, the Consultant is responsible for providing day-to-day support and consulting services for clients. The Consultant serves as the guardian of the strategic customer relationship and orchestrates the deployment of corporate-wide resources to provide comprehensive products and services. This entails supporting the overall Absence, Disability, & Life consulting practice relative to revenue growth and service needs as well as being accountable for the retention, development, servicing and expansion of assigned accounts. The incumbent leads and collaborates with the dedicated Client Services Team for key accounts. This is a highly collaborative position involving varied work with a high degree of complexity, frequent contacts with clients, vendors, carriers and internal departments (sales, marketing, HR, Finance, IT, and other functional areas), and handling sensitive and confidential information. The position operates independently and provides appropriate information and direction to others.

Responsibilities

Ongoing Client Services

• Manage Marsh Agency East Region’s Absence, Disability, & Life Consulting Team calendar of events and related project plans to ensure deadlines are met
• Support preparation for and participate in client financial management and renewal analysis meetings as well as annual client project planning and benefits strategy meetings
• Participate in development, implementation and management of health management strategies and programs
• Review plan documents, SPDs and vendor contracts to ensure accuracy with client expectations, legal compliance requirements and administration best practices
• Support client and Marsh Agency East team activities around labor negotiations
• Support clients with labor contract interpretation, implementation and ongoing administration of benefits provisions
• Interpret plan documents to help clients answer participants’ benefits and/or claims questions and/or appeals
• Support clients with open enrollment and new hire processes and timing
• Assist in developing and providing training for client benefits staff on benefits programs, procedures and practices
• Assist with standard benefits communication materials, as needed
• Coordinate and manage special client projects, such as dependent eligibility audits, claim audits, and benefit statement reports
• Manage plan implementations including new vendors and/or plan changes
• Manage new client on-boarding

Vendor Management

• Help establish and implement a semi-annual vendor services meeting and performance review structure that involves the client, vendor and Marsh Agency
• Define vendor performance expectations, guarantees and measurement system
• Complete vendor performance reviews in preparation for meetings and negotiations
• Organize and facilitate vendor meetings
• Prepare/distribute meeting notes and facilitate follow-up process with carriers to ensure deliverables are completed
• Serve as the primary source for day-to-day client support for claims, billing, eligibility, etc., issues and resolutions
• Manage project plans with client and vendor administration systems and staffs involving systems changes, plan design and provision changes
• Audit vendor plan documentation and administration systems to ensure appropriate compliance with plan documents and provisions

Requirements

• Bachelor’s degree or equivalent work experience preferred
• Minimum of 5 years’ experience within Absence, Disability, & Life client management and consulting
• Client Service experience in Benefits Brokerage/Insurance industry, including large (Fortune 500 and/or 5,000+ employees) preferred
• Excellent working knowledge in Client Relationship Management (CRM) software and the Microsoft Office Suite, including Visio, Project, Word, Excel, Access, and Outlook required

Skills

• Demonstrated track record of success in sales and client management
• Proven ability to successfully manage multiple clients of various complexity simultaneously, prioritize projects, meet deadlines, and operate in a fast-paced work environment
• Strong account planning, project management, and project planning skills
• Proven ability to build rapport while providing superior customer service and maintaining positive relationships with internal teams and client contacts
• Strong organizational and management skills with strong attention to detail and follow-through
• Excellent analytical, problem solving, risk management, and decision making skills
• Proactive mindset to seek information to create effective solutions
• Excellent communication skills (including writing, speaking and presentations)
• Ability to lead team development and motivate others
• Skills in delegating tasks and responsibilities
• Ability to effectively interact with people at all levels inside and outside of the company

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequently required to sit; speak or hear; use hands to finger, handle, feel objects, and reach with hands and arms
• Occasionally required to stand and walk
• Extensive use of computer and keyboard and viewing of computer screen required
• Specific vision abilities required include vision and ability to adjust focus

Other working conditions are normal for an office environment.

Work Location

Work is typically performed remotely or in a hybrid manner based out of our Conshohocken office, or at various Marsh Agency locations as required. Marsh Agency is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law.

Pay

The applicable base salary range for this role is $92,400 to $172,100. The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

Benefits

We offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.