Client Relationship Manager

GENERAL DESCRIPTION:

The 5 Star Life Client Relationship Manager (CRM) is responsible for strategically managing new employer groups during and after the on-boarding process. CRMs work to increase customer retention by developing relationships with employers and broker-led employer groups and by providing excellent customer service. The CRM will work closely with Account Managers and Case Managers to ensure that group billing is accurate and timely, assisting with any obstacles that may arise, and helping to find solutions. This position requires high output work in the fast-changing Voluntary Benefits industry.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Work with Account Managers to facilitate a smooth hand-off from sales to the operations team during the client onboarding process


• Demonstrate web portal tools and coordinate with sales enablement to facilitate enrollment tool training


• Manage escalations from the Case Manager team, acting as liaison between operations and groups to determine future course of action


• Schedule and facilitate regular meetings with employer groups


• Communicate information to sales team to assist in growing current book of business based on group needs


• Assist case managers in root-cause analysis of billing and enrollment issues


• Track group details regarding enrollment numbers, claim volume, billing and payment timing, and other factors, providing details to the leadership team for re-enrollment decisions


• Analyze and provide data to leadership around potential lapsing of group enrollees, assisting with tracking and determining appropriate actions for approval


• Assist with the training of new Case Managers to ensure alignment across the team with billing and reporting processes

EDUCATION AND EXPERIENCE:

• Undergraduate degree or equivalent work experience, preferably in business administration or other related discipline


• Minimum of 3 years’ work in client-facing role preferred

• Strong written and verbal communication required 

KNOWLEDGE, SKILLS AND ABILITIES

• Self-motivated – you are a “go-getter”, minor hurdles do not prevent you from achieving your objectives


• Results oriented – you have a proven record of setting, achieving, and exceeding production goals


• Strong communication skills – you are a good listener, clearly articulate your thoughts in a professional manner, and are very persuasive


• Outgoing interpersonal skills – you can speak with anyone


• Organized – you easily prioritize to maximize your efforts


• Computer skills – you are proficient with Microsoft Office, and using a Contact Management System 


• Excel at time management