Description

The purpose of this position is to act as a client relationship manager responsible for account servicing and profitability. Functions as the central point of communication in the department, acting as a liaison between various departments and functional areas. Consults with the Relationship Manager/Program Manager in the day-to-day client needs. Helps manage tasks and projects that impact the administration of the business to achieve timely and efficient action. 

This position executes on core functions and handles account servicing for the client book of business. Internal support for the client, providing recommendations on servicing and administrative activity. 

Essential Job Responsibilities: 

1. Client Servicing 50% : 

• Manages the delivery of services and the day-to-day client needs to retain accounts, establish strong client relationships, and achieve high levels of client satisfaction. 
• Maintains and expands client relationships by analyzing, communicating, and identifying coverage gaps.
• Identifies important business needs of the client and assists with achieving objectives by effectively communicating to the Relationship Manager/Program Manager. Alerts functional areas and escalates issues as appropriate. 
• Maintains and manages client-required business documentation.
• Maintains files and updates management regularly on issues log, executing on documentation issues. 
• Executes all cyclical Client and internal reporting as required. 
• Establishes client & carrier relationships and develops an understanding of all aspects of the client and carrier. 
• Manages escalated member issues, working with the functional department to identify global impact and mitigation by the responsible department. 
• Develops and maintains a consistent communication plan with assigned Association partners (in conjunction with RM)
•  Monthly/Quarterly stewardship meetings
• Mutually agreed-upon goals/KPIs are set and reviewed
• Sales
• Retention
• Service Levels

2. Liaison 20% : 

Liaison with internal staff, operations, marketing, carrier relations, customer service, IT, and others to service accounts. Documents and communicates program information to various departments and understands the interdependencies between departments.

3. Special Projects 15% 

Handles special projects, including new plan implementation, rate increases, benefit changes, carrier changes, and program updates. Makes recommendations to the Relationship Manager/Program Manager for the advancement of the program. 

4. Trends Assessment 5 % : 

Assesses trends and risks, elevates to management. 

Develops solutions to correct situations and prevent reoccurrence 

Works with legal and compliance on E&O issues as needed. 

Assists with breach/security issues\

Proactive risk mitigation. 

5. Compliance 5 % : 

Supports operational and compliance audits as necessary to promote reliability and integrity in the program and bolster carrier relationships. 

6. Distribution & Marketing 5 % : 

Assists with marketing plan & reviews marketing materials for adherence to program guidelines.

Monitors digital program sites for accuracy and enhancement opportunities. 

Requirements

• Bachelor’s degree (B.A.) or equivalent
• Minimum three years’ experience in the Life and Health and Property & Casualty insurance industry.
• Solid understanding of property & casualty products, underwriting principles, and regulatory requirements
• Excellent interpersonal skills with a proven track record of building successful relationships with key stakeholders
• Strong negotiation skills with the ability to influence outcomes that favor both parties
• Effective communication skills, both written and verbal, with the ability to convey complex ideas in a clear and concise manner
• Ability to work independently and as a member of various teams and committees
• Proven ability to handle multiple projects and meet deadlines
• Good judgment with the ability to make timely and sound decisions

Other Details of the Job

Location options: Urbandale, IA

Schedule: 8-hour shifts Monday to Friday

COVID-19 considerations: This is a hybrid role with a minimum of 4 days in the office a week

AMBA is an equal-opportunity employer committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. We value diversity and the skills, knowledge, and experience that difference brings to our culture, attracting top talent with shared values and forming the foundation for a great place to work.