Client Service Manager

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

📋 Description

• Act as the primary point of contact and relationship manager for a designated portfolio of clients.

• Cultivate and sustain relationships with client stakeholders, benefit administrators, brokers, and benefit carriers.

• Conduct proactive client lifecycle engagements, including post-onboarding check-ins, regular health assessments, and pre-renewal outreach.

• Keep brokers updated on client communications and nurture the broker relationship.

• Take ownership of the controllable retention rate for the business portfolio.

• Handle inbound client inquiries from start to finish until full resolution.

• Clarify benefit changes and the data flow into billing for clients.

• Collaborate with internal cross-functional teams to address billing and benefit-related issues.

• Interact with benefit administration platforms and insurance carriers to implement data or account updates.

• Direct clients to the appropriate resources when issues cannot be resolved directly and ensure follow-up on resolutions.

• Create and deliver accurate, timely monthly benefit invoices.

• Coordinate daily with Client Services Administrative Specialists regarding invoice creation and account expectations.

• Audit data across carrier, payroll/HRIS, and billing systems.

• Identify root causes of discrepancies in enrollment, dates, premiums, and coverage.

• Rectify discrepancies and liaise with relevant systems or parties to prevent future occurrences.

• Educate and guide clients on billing procedures and benefit plan specifics.

• Lead clients through the annual renewal process and manage any billing changes and transitions.

• Monitor account health and highlight early warning signs.

• Identify and propose enhancements for billing and account-management processes.

⛳️ Requirements

• A Bachelor's degree and a minimum of 3 years of experience in employee benefits account management, client success, or a client-facing relationship management position, or over 7 years of relevant experience.

• A customer-centric approach with strong relationship-building and interpersonal abilities.

• Comfortable with initiating proactive outreach and setting up calls instead of relying solely on email.

• Capability to manage a portfolio of complex client accounts, including hands-on resolution of billing issues.

• Familiarity with 834 and LDEx EDI files.

• Strong analytical skills; adept at data analysis and manipulation, particularly using Microsoft Excel.

• Exceptional verbal and written communication abilities.

• Proficient in Microsoft Office Suite, project management tools, and CRM systems.

• Strong organizational skills with a keen attention to detail.

• Ability to work independently and collaboratively in a dynamic startup environment.

• Must reside in the United States.

• Must be legally authorized to work in the United States.

• Must not require employment visa sponsorship.

🏝️ Benefits

• Remote work model.

• Collaborative and ambitious team environment.

• Opportunity to leverage innovative, scalable technology to modernize benefits billing.