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HUB International · 9 hours ago

Client Services Manager

Carlsbad, CA

Full-time

Hybrid

Senior Level, Lead/Staff

$110K/yr - $125K/yr

8+ years exp

HUB International is a leading insurance brokerage that provides critical support to clients through effective management of their health and welfare programs. The Client Services Manager oversees the Small Group Account Managers, ensuring operational efficiencies and high-quality service for clients while managing a team and developing training programs.

Financial ServicesInsuranceInsurTechRisk Management

Responsibilities

Leads the SBU in operational efficiencies such as Scope of Services, Resource Pro, PATRA, and AI initiatives

Manages a team of employee benefits service staff of Small Group Account Manager

Develops and executes product, service and technical training programs, assists with departmental expectations, standards, policies and procedure and periodically audits/reviews standards to provide personnel coaching or feedback for management

Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance. Provide appropriate feedback and identify training opportunities

Acts as a resource for problem escalation when the team encounters complex issues. Reaches resolutions or identifies the need to further escalate an issue and communicates appropriately with all necessary parties

Conducts team meetings to update members on best practices, continuing expectations, assignments and responsibilities clearly and professionally

Stays current on new and existing HUB resources and specialty practices, carrier updates as well as state and federal regulations. Develop and manage team implementation strategy in tandem with assigned producer and/or HUB leadership

Reviews and is responsible for client deliverables ensuring they meet client expectations and HUB branding and presentation standards

Champions communication of goals, vision, and procedures developed by the HUB leadership teams

Consults frequently with and is open to new ideas coming from team members

Conducts annual performance reviews for all direct reports and assists in annual budgeting and ongoing operational expense monitoring for all locations/departments

Fosters a positive and mutually supportive working environment, to provide the best possible client service and producer support

Develops and shares comprehensive analysis of team performance based on goals, objectives, and deadlines with HUB leadership

Works with regional EB Leadership Team to identify, develop and execute regional and national initiatives through project management activities and coordination of resources

Develops best practices for leveraging standard technology platform and tools such as Benefitpoint, Monday.com, Zywave and others

Actively communicates with or visits prominent EB clients on a planned periodic basis to determine level of satisfaction and/or any additional service needs

Assists assigned producer in developing new business opportunities and delegating to appropriate team members

May support a book of business with similar duties and responsibilities as service staff

Works closely with Producers and other HUB personnel on all aspects of client service, marketing, and renewal while adhering to HUB’s best practices and standard procedures

Acquires understanding of clients’ business and insurance objectives and critically analyzes and compares insurance plans to determine suitability

Establishes and maintain strong business relationships with clients and insurance carriers

Serve as client point of contact for day-to-day eligibility, claims, billing and benefit administration inquiries; acts as liaison between clients and insurance carriers to resolve service issues

Seeks continued knowledge and stays abreast of changes in the insurance industry and other external conditions that may impact their clients. Thought leader to Account Managers; Attends industry related continuing education training and courses

Performs other duties and projects as assigned

Qualification

Employee Benefits ManagementSupervisory ExperienceLife & Health LicenseClient Relationship ManagementMicrosoft Office SuiteProject ManagementCritical ThinkingProblem SolvingTeam CollaborationCommunication Skills

Required

College degree required

8+ years of benefit insurance related experience (brokage preferred) or equivalent combination of education & experience

2+ years supervisory experience

Life & Health License

Ability to assertively direct and supervise staff; including but not limited to responsiveness to staff needs, and personnel issues, and provide consistent/fair evaluation

Ability to effectively and professionally communicate orally and in writing with internal and external customers

Critical Thinking: Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems

Desire to learn and grow within the insurance industry

Ability to respond to customer needs, solicit customer feedback to improve service, and handle difficult or emotional customer situations promptly and accurately

Confidence and demeanor to effectively interact with all levels within the organization

Ability to develop and maintain strong client relationships; work effectively with insurance and service vendors to gain cooperation in meeting clients' needs

Ability to effectively work with a team and coach others in developing their skills and abilities

Ability to efficiently gather pertinent information and facts, analyze and solve problems timely and thoroughly

Problem Solving: Ability to identify complex problems and review related information to develop and evaluate options and implement solutions

Ability to prioritize and organize multiple tasks and responsibilities to complete assignments on time and with optimal accuracy

Computer skills: proficiency with Microsoft Office Suite, Outlook and agency management systems

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages

Required Experience: 7-10 years of relevant experience

Required Travel: Up to 25%

Required Education: High school or equivalent