Client Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Independently manage a specified portfolio of clients and address inquiries within a 24-hour business timeframe.

• Act as the main daily point of contact for operational staff at educational institutions, collaborating closely with the Client Executive.

• Conduct regular strategy meetings and performance reviews concerning plans, addressing concerns, and identifying potential service enhancements.

• Oversee client service inquiries and grievances related to insurance products, policy modifications, benefits, claims, and billing issues.

• Clarify standard coverage options and policy details to schools, students, and families.

• Sustain a client service calendar that aligns with the academic calendar.

• Provide updates on account status, financials, service delivery, and renewal progress to the SVP and leadership in Student Insurance.

• Manage claims-related email inboxes and the customer service telephone line.

• Assist students and families throughout the enrollment and waiver processes.

• Coordinate claims investigations and escalation processes with carriers and third-party administrators.

• Aid in the setup, testing, and ongoing maintenance of client enrollment portals.

• Keep client files and records updated in Salesforce, AMS360, and other relevant systems.

• Adhere to documentation, data accuracy, and standards for errors and omissions.

• Recognize opportunities to enhance account revenue through cross-selling initiatives.

• Remain informed about student insurance products, carrier partnerships, and applicable regulations.

• Execute additional responsibilities and special projects as assigned.

• Travel quarterly for internal onsite visits and client meetings as directed by the SVP.

⛳️ Requirements

• A minimum of 3 to 5 years of experience in account management within the insurance sector.

• Must be willing and able to work during Pacific Time business hours, regardless of home location.

• An active Accident & Health or Life & Health license in the state of residence is required within 90 days of hire, along with a willingness to obtain non-resident licenses as necessary.

• A Bachelor's degree or equivalent professional experience is required.

• Exceptional verbal and written communication skills, with the capacity to tackle complex issues and present clear solutions.

• Strong attention to detail is essential.

• Capability to effectively manage escalations involving students and educational institutions.

• Proficiency in Microsoft 365 (Outlook, Teams, Excel, Word, SharePoint).

• Familiarity with Salesforce and AMS360 is required.

🏝️ Benefits

• Quarterly travel for internal onsite visits and client meetings, as directed by the SVP.