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The Hartford · 2 weeks ago

Senior Client Relationship Manager

United States

Full-time

Onsite

Mid, Senior Level

$89K/yr - $133K/yr

7+ years exp

The Hartford is an insurance company committed to making a difference and helping others achieve their goals. They are seeking a Senior Client Relationship Manager to manage a defined book of business, focusing on customer satisfaction, growth, and profitability while collaborating with internal partners and clients.

Auto InsuranceCommercial InsuranceEmployee BenefitsFinanceFinancial ServicesInsuranceLife InsuranceProperty Insurance

Responsibilities

Responsible for managing a defined book of business (BOB, target $60M annual premium) consisting of National Accounts. This includes meeting with customers based on each customer’s preference and needs, which is typically 1 – 2 times per year. This may likely include out-of-state travel

Partners with Client Consultant to assist with on-going service-related matters

Sets appropriate expectations with clients and brokers about standard contract provisions and potential exceptions. Effectively communicates guidelines and expectations for Account Administration

Review Tax Services with customers on an annual basis to ensure Tax reporting is correct. As needed, coordinate execution of a revised tax services agreement

Effective Customer Service Administration / Issue resolution (liaison with underwriting, claims, billing, etc.). Coordinates the day-to-day service and administrative requirements by effectively assessing customer concerns, networking with the appropriate resources and providing creative solutions to customer needs. Effectively utilizes support staff and HO customer service resources when appropriate

Effective Pro-Active Customer / Broker Interface. Effectively plans for and schedules meetings with clients with a specific pro-active agenda. Promotes Value Added Services and new products, services and offerings. Ensures contract features and benefits meet client's ongoing needs and administrative procedures

Make recommendations for change where appropriate. Keeps abreast of client's changing benefits/HR needs/corporate landscape (mergers & acquisitions)

Identifies and coordinates annual enrollment activity/communication requirements

Actively supports Book of Business growth objectives by identifying and pursuing opportunities for new and/or increased lines of coverage in conjunction with the Account Executive and VAE Partners with Account Executive to educate and develop relationships with Brokers and their staff

Collaboration with internal business partners to address Customer needs

Develops and executes comprehensive book of business strategy consistent with organizational initiatives, profitability & persistency targets, segment requirements, and individual customer’s needs

Drives the renewal process in collaboration with the National Account Executive and the Underwriter, engaging other business partners as appropriate

Primary liaison between customer, producer, underwriter, voluntary sales manager and internal business partners to ensure customer needs are addressed, bringing in the right resources at the right time. This includes keeping the Account Executive informed, engaging them as needed

Partner with Voluntary Support Team for any voluntary and/or enrollment activities

Maintains all areas of the customer specific records in the appropriate systems. Maintains all appropriate case correspondence and relevant account management information, per the Document Management guidelines

Identifies opportunities for process improvement, for the benefit of individual customers and the broader customer base and takes action as appropriate

Understand and effectively communicate basic underwriting principles, claims experience and pricing justifications to Producers and Customers

At least once annually and each time there is a new Employer Benefits/HR Contact, provide Plan Administration review to Employers including, but not limited to portability/conversion, continuation provisions, instructions for calculating premium and premium remittance etc

Consults with customers to manage ongoing changes to reporting that align with our standard offering

Works with business partners to implement eligibility feeds and then helps facilitate ongoing issue resolution and file feed changes

Participates in special projects which support organizational needs, effectively assessing and communicating business impacts

Attends and participates in all mandatory training, meetings, etc

Partners with Implementation Team and Account Executive, including attending calls

Attends face-to-face meetings, as needed

Partners with Implementation Team to set appropriate expectations with clients and brokers about standard contract provisions and potential exceptions. Effectively communicates guidelines and expectations for Account Administration

Partner with Voluntary Support Team for any voluntary activities

Conduct Employer Portal onboarding

Conducts Welcome Call

Partners with Account Executive and Underwriting on plan design and rate negotiations for Add Issue business

Actively supports pre-sale / finalist activities in conjunction with internal business partners. This includes occasional travel to participate in finalist meetings, typically on short notice

Qualification

Account ManagementGroup Life & Health LicenseSales ExperienceUnderwriting ExperienceCustomer ServiceCommunication SkillsProblem SolvingTeam Collaboration

Required

A minimum of 7 years account management experience

Group Life & Health license required based on assigned book of business; must complete ongoing Continuing Education requirements in a timely manner to maintain license(s)

Group Benefits Disability Specialist designation required within 1 year

Travel is required approximately 20% of the time

Territory is the US East Coast; ideal candidate will sit in the Eastern/ will consider Central Standard time zone