Flexible Benefits Client Relationship Manager

Summary

Marsh Agency provides business insurance, employee health and benefits, retirement, and private client insurance solutions. The Flexible Benefits Client Relationship Manager manages an established client portfolio, oversees renewals and compliance, supports client implementation, and maintains service excellence. The role also develops client relationships, provides strategic benefits guidance, audits records, and mentors teammates.

Responsibilities

• Independently manage daily tasks and projects to maintain and enhance client satisfaction
• Oversee client renewals, servicing, and potential terminations, ensuring all plan documentation, system records, and checklists are accurate and up to date
• Manage client renewal processes by analyzing coverage needs and pricing, providing informed recommendations
• Stay informed on IRS and Department of Labor regulations and industry trends, communicating updates to the team to foster knowledge sharing
• Ensure adherence to standardized procedures and processes to deliver high-quality outcomes, support staff development through training, and maintain accurate record-keeping and technology use
• Review and audit staff work for timeliness, quality, compliance, and system efficiency, proposing improvements as needed
• Conduct audits of record-keeping systems and third-party card vendor systems
• Respond to client and teammate inquiries related to administration, billing, claims, addressing any issues that arise
• Build and maintain strong client relationships, actively managing issues to retain clients, including coordination with other offices
• Mentor and train teammates to promote effective service delivery
• Provide administrative support for special projects and the development of new services as assigned
• Participate in seminars, training, and carrier meetings to stay current on products and legislative changes
• Support overall TPA practice revenue and client retention objectives
• Responsible for strategies and actions leading to overall client satisfaction and ongoing retention
• Develop and deliver on-site and virtual training sessions for clients and participants on benefits programs and changes
• Serve as the primary point of contact for assigned clients, building and nurturing strong relationships. Understand client needs and objectives, providing strategic guidance and support to enhance their flexible benefits programs. Share responsibility for overall strategic management and focus of client engagement
• Build and maintain strong relationships with key internal partners in Relationship Management, Sales, Systems Operations, Treasury, Claims Administration, Customer Care Center as well as with internal and external Broker partners and Account Managers
• Keeps abreast of current trends, Internal Revenue Service (IRS) and Department of Labor (DOL) regulations and pronouncements and communicates these changes to the staff to promote knowledge
• Responsible for adhering to standard operating procedures and processes to assure the highest quality product, development of staff through training and ongoing support involving record keeping and computer technology
• Bring forward suggestions for organizational improvement
• Attend seminars, classes and carrier meetings to keep abreast of new products available for Clients and acquire expertise in legislative changes, as opportunities occur
• Support overall revenue and retention goals
• Other duties and responsibilities as requested by management
• Maintain accurate client records and documentation, including renewals, enrollment forms, plan summaries, and compliance materials
• Serve as internal subject matter expert in designated areas of expertise
• Ensure that all flexible benefits plans comply with applicable IRS regulations, including ERISA, HIPAA, and ACA requirements
• Consult with clients and make strategic plan design recommendations based on valid client data and information that align with clients’ business strategy, culture, and priorities
• Initiate and manage the renewal process and plan document updates

Skills

• Knowledge of Flexible Benefits
• Client account management experience
• Strong client relationship skills with excellent communication, service orientation, cooperation, and tact to resolve issues
• Proven sales and upselling abilities within related industries
• Demonstrated responsiveness, urgency, and professionalism
• Positive and enthusiastic attitude
• Proficiency in Microsoft Office Suite and Adobe
• Ability to travel occasionally for benefit fairs, conferences and educational events
• Must have Life, Health & Accident License or able to obtain within 90 days of employment and other necessary licenses/certifications – completing continuing education requirements
• Four-year degree or equivalent industry experience
• Strong organizational skills and attention to detail
• Ability to work independently and as part of a team
• Ability to research and analyze problems independently
• Ability to collaborate cross-functionally
• Account Management
• Bilingual (English/Spanish)

Qualifications

Must Haves

• Knowledge of Flexible Benefits
• Client account management experience
• Strong client relationship skills with excellent communication, service orientation, cooperation, and tact to resolve issues
• Proven sales and upselling abilities within related industries
• Demonstrated responsiveness, urgency, and professionalism
• Positive and enthusiastic attitude
• Proficiency in Microsoft Office Suite and Adobe
• Ability to travel occasionally for benefit fairs, conferences and educational events
• Must have Life, Health & Accident License or able to obtain within 90 days of employment and other necessary licenses/certifications – completing continuing education requirements
• Four-year degree or equivalent industry experience
• Strong organizational skills and attention to detail
• Ability to work independently and as part of a team
• Ability to research and analyze problems independently
• Ability to collaborate cross-functionally

Nice to Haves

• Account Management
• Bilingual (English/Spanish)

Benefits

• Generous time off, including personal and volunteering
• Tuition reimbursement and professional development opportunities
• Hybrid Work
• Charitable contribution match programs
• Stock purchase opportunities
• Health and welfare benefits
• 401K savings and other retirement programs
• Employee assistance programs