Job Description

The Employee Benefits Client Manager serves as the primary service contact and day-to-day relationship owner for an assigned portfolio of group clients across fully-insured, level-funded, and self-funded benefit programs. This role supports the Producer and Department Manager in delivering a high standard of client service throughout the full policy lifecycle — from new business placement and open enrollment through ongoing administration, claims advocacy, and annual renewal.  The Client Manager is expected to develop working knowledge of group health products, carrier guidelines, underwriting fundamentals, and applicable compliance requirements, and to act as a dependable resource for both clients and internal teammates. The ideal candidate brings a service-first mindset, strong organizational skills, and the ability to manage multiple accounts simultaneously in a fast-paced environment.

• Serve as the primary day-to-day point of contact for an assigned book of group clients; build and maintain strong working relationships with HR contacts, benefits administrators, and carrier representatives.
• Receive and respond to client inquiries regarding existing coverage, enrollment changes, billing issues, claims concerns, and benefit plan administration.
• Conduct regular account management touchpoints — including on-site visits as appropriate — to assess client satisfaction and identify service needs.
• Keep producers fully informed of account activity, service challenges, and any developments that may affect the client relationship.
• Assist clients with associate meetings and open enrollment coordination, including scheduling, logistics, and communications support.

Renewal and Market Management

• Manage the renewal process for assigned clients from initial outreach through final acceptance, working in coordination with the Producer and Department Manager.
• Review existing benefit programs to evaluate coverage alternatives; communicate renewal terms to clients and negotiate with carriers when necessary.

• Coordinate renewal meeting scheduling and prepare supporting materials to present renewal options and gain client commitment.
• Prepare marketing information or provide required data to the marketing team; accompany Producer in presenting options to clients as needed.
• Identify cross-sell opportunities and suggest additional lines of coverage to existing clients.

Compliance and Administration

• Assist clients with benefit plan compliance matters including HIPAA, COBRA, FMLA, ERISA, and applicable ACA requirements, as requested.
• Obtain group premium agreements, enrollment contracts, and group coverage documents; submit timely to insurance carriers for processing.
• Review claims reports and deliver to clients on a monthly or quarterly basis as required.
• Coordinate preparation and delivery of benefit booklets, benefit statements, and other client fulfillment materials.
• Enroll clients in Employee Benefits communication and resource tools; introduce and demonstrate resources to new and renewing clients.

HRIS and Benefits Administration Technology

• Assist clients in the evaluation, selection, and implementation of HRIS and benefits administration platforms, coordinating with HR contacts, carriers, and technology vendors throughout the setup process.
• Support clients through annual system renewals — updating plan designs, contribution structures, qualifying life event rules, and carrier feeds within the benefits administration platform ahead of each open enrollment.
• Coordinate with carriers and TPAs to ensure benefits administration system data feeds are transmitting accurately and resolving any eligibility or enrollment discrepancies in a timely manner.
• Educate HR contacts and employees on platform navigation, self-service functionality, and best practices to drive adoption and reduce administrative burden.

Agency Systems and Operations

• Maintain proficiency in the Agency Management System — update policies written or renewed, log all client and carrier interactions, document service issues, and actively manage follow-up queues.
• Maintain group account files in an orderly and current manner within the agency management platform.
• Perform all client- and carrier-facing actions in a manner that minimizes exposure to errors, omissions, and loss of business.

Professional Development and Collaboration

• Participate in seminars, carrier meetings, and continuing education opportunities to stay current on product developments and legislative changes.
• Provide training and mentorship support to junior account staff; proactively share department-relevant knowledge and best practices.
• Maintain all required licenses and certifications for the position.
• Perform other duties as assigned by the Department Manager.

Requirements
Required

• Minimum 3 years of experience in employee benefits, health insurance, or a related client service role.
• Demonstrated understanding of group health benefit programs and the ability to communicate plan details effectively to clients and their employees.
• Life & Health insurance license required within 6 months of employment.
• Proficiency in verbal and written communication; ability to explain benefit concepts clearly to diverse audiences.
• Strong organizational skills with the ability to self-manage a high-volume workload across multiple accounts and deadlines.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook); experience with agency management or CRM systems preferred.
• Must be a self-starter capable of working independently in a fast-paced, deadline-sensitive environment.
• Above-average mathematical aptitude; comfort working with premium data, enrollment figures, and coverage comparisons.

Preferred

• Bachelor’s degree in Business, Human Resources, or a related field.
• Prior experience at an insurance agency, brokerage, or carrier in an account management or service capacity.
• Familiarity with compliance topics including HIPAA, COBRA, FMLA, ERISA, and ACA employer mandate provisions.
• Experience with benefits administration platforms or HR technology tools.
• Established carrier and/or TPA service relationships.

Note: This job description is not all-inclusive and may be supplemented as business conditions change.

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