Service Consultant

At Gallagher Benefit Services, you’re a trusted partner to organizations navigating some of their most important people decisions. We help clients build better workplaces, where people feel supported, empowered, and inspired to thrive. Whether it’s shaping benefit strategies, designing wellbeing programs, or advising on workforce challenges, the work you do here creates meaningful change for businesses and the people who power them. We’re a community of bold explorers, trusted experts, and compassionate partners; working side by side to solve problems and shape the future of work. Here, curiosity is encouraged, collaboration is second nature, and your ideas have room to grow.

About the role

In conjunction with the Health & Benefits Producer, ensure, oversee, and drive delivery of exceptional service to Gallagher’s more complex upper-mid, large, and jumbo clients. Guide the service team through client strategy execution and champion Branch initiatives and priorities. The Client Service Consultant is responsible for ensuring the execution of every aspect of service for a client and will assist the rest of the service team with any service-related tasks to guarantee success.

Responsibilities

• Relationship Manager and Retention:
  • Maintain 98% retention
  • Primary point of contact for Executive level/Corporate contacts in conjunction with Producer
  • Secondary point of contact (behind CM and CA) for day-to-day issues
• Strategic Consulting:
  • Interpret client needs and provide direction to the account management team and shared resources to manage workflow, ensure follow-through, and delivery of projects and tasks
  • Maintain a comprehensive understanding of client’s needs, and in partnership with the producer, ensure the presentation of appropriate coverage solutions that support and enhance the client’s culture, values, and mission
  • With support from the client service team, curate content and solutions for all key client meetings
  • Effectively communicate the content of financial reports to clients and/or facilitate touchpoints with HCA when appropriate
  • Convey implications of financial performance of plan anomalies and provide solutions to address areas of concern
  • Regularly review client data to analyze trends, identify issues, and deliver appropriate solutions, including plan design modeling, funding solutions, networks, contract issues, etc.
  • Proactively provide clients with insight and advise them on health and welfare issues and trends
  • Identify and ensure internal and external client groups are well-informed of current and upcoming compliance and employee benefits-related issues and trends
  • Communicate current or potential client issues with the producer, and collaborate with the sales and service team to identify and implement solutions
• Producer/Consultant Partnership:
  • Engage with the producer throughout the year to discuss strategic goals and direction for each client and coordinate with the Service Team to ensure that commitments and service milestones are being met
  • Work with the Producer prior to milestone meetings (Pre-Renewal and Renewal) to develop strategic direction and flow of presentations
  • Communicate the strategic direction to both the service and project team members assigned to the client, oversee the development of the presentation, and provide a final review of the presentation prior to submitting it to the Producer
  • Attend all client meetings and prospect meetings as needed to support the Producer
• Practice Area Involvement:
  • Connect opportunities within the broader Enterprise
  • Active participation in client meetings to determine various needs
  • Facilitate conversations based on the current business landscape with clients that show we understand their challenges and are prepared with potential solutions
  • Review the book of business throughout the year to identify white space opportunities and formulate a plan on how to accomplish introducing and implementing a solution(s)
• Carrier and Vendor Partner Relationships:
  • Establish strong connections and relationships with our vendor partners at multiple levels throughout their organizations
  • Understand each of their value propositions, product offerings, etc. in order to better assist our clients to inform strategic direction
  • Assist with high-level issues
• Team Oversight and Support:
  • Establish a regular meeting cadence with both service and project team CMs and CAs to go through issues that warrant Service Consultant involvement and to ensure all deadlines are being met or changes in deadlines are being communicated to the client
  • Provide guidance to CMs and CAs on various avenues for resolution, without being in the middle
  • Serve as a high-level contact for both the client and service team members
  • Support positions that might be considered unpopular to do what is right for the client, Gallagher, and employees
• Team Education:
  • Work closely with CSLs to identify knowledge gaps or learning opportunities
  • Provide coaching and training on an as-needed basis
  • Delegate decision-making and problem-solving responsibilities to team members while maintaining appropriate oversight
  • Be an active participant in meetings by sharing carrier updates, client-specific knowledge, and deliverables needed, etc.

Requirements

• Bachelor's degree with 7+ years client service and/or claims management experience
• Must hold appropriate licensing as required and be able to travel up to 50% of the time
• Proficiency in Microsoft Office applications and in using technology as a tool to maximize productivity and quality
• Previous experience in managing client relationships essential
• Strong written and verbal communication skills

Preferred Qualifications

• Insurance knowledge
• Health & Benefits (H&B) experience preferred, as well as solid financial acumen

Behaviors

• Willingness to go the "Extra Mile" to achieve results that benefit the client, the Branch, and Gallagher
• Ability to develop professional relationships with internal and external stakeholders
• Demonstrates composure, stamina, and resilience under pressure
• Ability to work collaboratively within a team as well as independently

Benefits

At Gallagher, we believe supporting our colleagues goes far beyond the role itself. Competitive compensation and comprehensive benefits programs designed to support your well-being, including:

• Career development opportunities and ongoing learning
• A collaborative, people-first culture with accessible leadership
• The opportunity to do meaningful work with global reach and local impact

For more information, visit our Benefits page.