Client Services Representative
2 weeks ago
GroupHEALTH Benefit Solutions is a leading Canadian provider of employee benefits, comprising a family of companies that offer a range of services to support the health and well-being of employees.
Job SummaryWe are seeking an experienced Account Manager to join our Client Services team. This role is eligible to work remotely anywhere in Canada. As an Account Manager, you will be responsible for managing and leading an assigned block of business for small to large client accounts. You will serve as a strategic advisor to clients, coordinating with internal stakeholders while taking responsibility for the complete client relationship with GroupHEALTH.
Key Responsibilities- Build strong relationships with clients by establishing a trusted advisor role, providing consistent, superior relationship management to create a WOW experience for clients and a reference for GroupHEALTH.
- Build solid relationships with affiliate partners, supporting the sales process as needed.
- Support company goals around client retention.
- Prepare renewals and present to clients.
- Lead and support regular claims experience review and annual renewal meetings.
- Maintain or exceed established service levels and KPIs.
- Provide leadership and mentorship of the Benefit Specialists in delivery of the WOW Factor to clients.
- Support the ongoing training of Benefit Specialists with all aspects of client service, including claims investigations, plan amendments, product knowledge, and updating plan documentation.
- Develop, coordinate, and deliver client and plan member education sessions, demos, and other presentations in various modalities (virtual webinars, pre-recorded, and in-person).
- Collaborate with the Underwriting department to obtain quotes and alternates.
- Act as a liaison for managing all escalated claims inquiries, including life, disability, and other pooled benefits.
- Proactively communicate with and educate clients on new products and services.
- Understand underwriting arrangements, financial reports for ASO accounts, and claims experience reports; review and monitor where necessary.
- Oversee complex claim and coverage inquiries, along with complex premium and billing inquiries.
- Manage escalated client matters by providing recommendations and making supported decisions.
- Provide financial, contractual, and/or administrative analysis and reviews to clients.
- Analyze claims experience, collaborating with Underwriting on plan design recommendations and pricing.
During your first 90 days, you will:
- Learn specific accounts and have a good understanding of them.
- Gain a full understanding of virtual carrier administrative guidelines within 3 months.
- Develop leadership skills, mentoring coworkers while building and supporting teamwork.
- Identify a raving fan of your WOW service.
- Develop a solid understanding of the underwriting process for new business, alternates, and renewals.
- Understand financial arrangements and financial reports for ASO accounts.
- Gain a strong understanding of the full-service model as it pertains to high-touch servicing of clients and required client experience service calls.
- Develop a strong understanding of the process for new group setup.
- Consistently achieve a target SLA of 90% and develop promoters of GroupHEALTH.
- You have 3-5 years of related group benefits experience working for an insurer or consultant/broker.
- You have strong interpersonal and relationship management skills.
- You have your LLQP.
- You are proficient in MS office programs.
- You are comfortable and have experience presenting to groups and facilitating learning sessions.
- You already have your GBA or CEBS Designation (or working towards).
- You have experience with CRM systems.
- You have a university degree.
- Competitive compensation.
- Comprehensive and competitive benefits package.
- Starting at 3 weeks' vacation, plus flex days to help you achieve that work-life balance.
- Wellness programs to support you in and out of the office.
- Learn and grow with us through our employee education program.
At the time of this posting, the estimated annual base salary pay range for this position is $68,000-$75,000. Individual compensation within this range is determined by factors such as job-related skills, relevant experience, and education/training. This range reflects the annual base salary only pay and does not encompass our comprehensive total rewards, benefits, and potential bonuses that we proudly offer.
Why You Will Love Working for GroupHEALTHProfessional Development
We are a fast-growing company, and as a result, there are ample opportunities for career growth and professional development when you join our team. From a transparent promotion structure and defined career paths to a wide range of learning and development opportunities, we do what it takes to invest in your career and help you hone your skills so you can grow alongside us.
Health & Wellness Benefits
We offer a comprehensive array of health and wellness benefits that provide choices so you can tune your benefits plan to fit your unique needs.
Events and Socials
When you join our team, you'll enjoy everything from virtual company-wide teaching and training days, industry events, Happy Fridays, team social events, and much more.
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