Client Service Manager

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

📋 Description

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

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

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

• Maintain direct relationships with brokers and ensure they are updated on client communications.

• Take responsibility for the controllable retention rate within the assigned book of business.

• Address incoming billing inquiries, resolve benefit invoice issues, and manage general account concerns until resolved.

• Clarify the implications of benefit changes and how data flows into billing and invoices.

• Collaborate with internal teams to address billing and benefit-related challenges.

• Interact with benefit administration systems and insurance carriers to implement data or account modifications.

• Prepare and issue accurate, timely monthly benefit invoices.

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

• Review data across carrier, payroll/HRIS, and billing systems to ensure accuracy and consistency.

• Investigate and rectify discrepancies related to enrollment, dates, premiums, and coverage, while preventing future occurrences.

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

• Guide clients through annual renewals, billing modifications, and transitions.

• Monitor account health and identify potential early warning signs.

• Identify opportunities for process improvements in billing and account management.

⛳️ Requirements

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

• A customer-focused mindset with strong skills in relationship building and interpersonal communication.

• Comfortable with proactive outreach and scheduling calls instead of relying solely on email.

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

• Familiarity with 834 and LDEx EDI files.

• Strong analytical skills; comfortable with data analysis and manipulation, particularly in Microsoft Excel.

• Excellent verbal and written communication abilities.

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

• Strong organizational skills with keen attention to detail.

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

🏝️ Benefits

• Remote work opportunity.

• A collaborative and ambitious team environment.

• Chance to engage with intelligent, scalable technology that is modernizing benefits billing.