Client Relationship Manager

Opportunity: Client Relationship Manager

Grade: 009

Company: CAIC

Location(s): Aflac Group Columbia, SC

Division: Group Benefits Operations

Recruiter: Patrice Bryant

Job Summary

Manages and drives client relationships and account health of assigned block of business; provides ongoing post-sale support, facilitates administrative solutions for service issues, and ensures that the client's business objectives and needs are met; executes a renewal and re-enrollment strategy for the account that drives premium and increases customer satisfaction

Principal Duties & Responsibilities

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  Manages and drives implementation and relationships for the more complex, highly customized broker cases; manages and monitors the account health of assigned block of business (identifying risks, barriers, suspense, overall service standards, etc.); develops and maintains written records and materials regarding administrative support of the account; ensures smooth post-sale service activities such as enrollment system setup, billing and reporting solutions, timelines, ongoing administrative setup/support and monitors ongoing activities
• Works with career associates, brokers and clients to gather enrollment requirements such as enrollment dates, number of employees, benefit participation rules, plans to be offered, type of systems currently used, SLA’s, enrollment type and key milestone dates

• Develops a working relationship to include periodic personal and frequent telephone contacts to monitor all areas of service; analyzes problems and develops solutions to correct a situation and prevent reoccurrence; communicates the resolution and monitors to ensure its success; facilitates working effectiveness of supporting business units; manages the delivery of service internally to achieve a high level of account satisfaction

• Provides dedicated support for assigned accounts with accurate, timely and transparent delivery of account level stewardship reporting, post-enrollment debriefing, decision-support tools, and enrollment solutions after the case is sold; executes a renewal and re-enrollment strategy for the account that drives premium and increases customer satisfaction; implements strategies and leverages Aflac services for existing clients; ensures requirements for initial account set-up and re-enrollment activities are met for assigned accounts with business units

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  Develops, updates, and maintains account profiles; provides central coordination of ongoing administrative services with other business units to ensure that account issues are avoided or resolved promptly and prevent re-occurrence; uses broad experience to make independent decisions regarding the best solution to conserve business resources and implements and communicates the appropriate activity; accountable for all account level deliverables

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  Analyzes, monitors, and executes change requests for accounts throughout the implementation phase; ensures that defined service level agreements are met; uses forward thinking to make recommendations to ensure enrollment and service solutions are put in place to meet the account’s needs and expectations; maintains a database repository of enrollment/service efforts and results

• Analyzes and completes reports as needed related to account activity and reviews proactive account audits to identify trends and document process improvements

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  Partners with the integration team to coordinate the implementation of technology with internal and external customers to facilitate data exchange; establishes, consults, and implements appropriate technology for initial billing set-up and initial premium changes

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  Partners with internal business units to address any client question or issue, whether relating to technology, account enrollment, claims, etc., are responded to and resolved in a consistent and timely fashion; acts as a liaison requiring expertise at a higher technical and administrative level; handles complicated or unique service issues and ensures that the results meet the business need

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  Stays abreast of industry best practices through competitive intelligence, and industry periodicals; drives the overall customer experience for accounts serviced; proactively identifies new service requirements in response to account administration issues; maintains contact with accounts to ensure quality service, facilitating surveys if needed; provides insight to help shape the account’s service needs as they evolve

• Travels to accounts as determined by the account service strategy and as needed to ensure the delivery of the distinctive, superior, responsive, and consistent service experience (travel is generally less than 25%)

• Performs other duties as required

Education & Experience Required

• 
  Bachelor's Degree
• 5 - 6 years of job-related experience
• 2 years’ experience as a Client Manager or Account Relations Manager, OR equivalent external experience
• Two years insurance, healthcare, and/or financial industry experience (internal and/or external)
• Experience in a service-related area such as client services, sales support, coordinating activities associated with the processing of group enrollments

Or an equivalent combination of education and experience

Job Knowledge & Skills

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  Experienced project/timeline management with the ability to successfully manage multiple projects at once
• Knowledgeable in processes related to acquisition, implementation, service, and billing of accounts
• Strong project management, leadership, problem solving, and practice development skills
• Strong personal computer skills with experience in Windows-based software
• Excellent negotiation, presentation, public speaking, written & verbal communication skills

Competencies

• Acting with Integrity - Clearly states goals and beliefs; lets people know his/her true intentions; does what he she said they would do; follows through on commitments
• Communicating Effectively - Expresses ideas and information in a clear and concise manner; tailors message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling to the listener
• Pursuing Self-Development - Demonstrates ambition and desire to move forward in his/her career; engages others in discussions about career development; seeks feedback on ways to increase his/her performance; takes advantage of opportunities to build new skills and capabilities
• Serving Customers - Builds strong relationships with customers; stays aware of customer needs, concerns and satisfaction; responds promptly to customer questions and requests; effectively manages
• Supporting Change - Enthusiastically participates in new change initiatives and programs; focuses on reasons why changes will work and how they will be beneficial
• Supporting Organizational Goals - Actively supports organizational goals and values; demonstrates enthusiasm toward the company's goals and mission; aligns actions around organizational goals
• Working with Diverse Populations - Shows respect for the beliefs and traditions of others; encourages and promotes practices that support cultural diversity; discourages behaviors or practices that may be perceived as unfair, biased, or critical toward people with certain backgrounds