Client Services Specialist

2 months ago

Surrey, British Columbia, Canada GroupHEALTH Benefit Solutions Full time

About GroupHEALTH Benefit Solutions

We are a leading Canadian provider of employee benefits, comprising GroupHEALTH Benefit Solutions, GroupSource, Manion Wilkins & Associates Ltd, and Disability Management Institute, along with seven other operating companies. Our organization holds a substantial controlling interest in these companies and is a wholly owned subsidiary of Munich Re New Ventures, a division of Munich Re—one of the world's leading providers of reinsurance, primary insurance, and insurance-related risk solutions.

Your Role

We are seeking a skilled 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. You will also provide mentorship and support to staff at the Benefit Specialist level. This is a remote opportunity in Canada.

Your Impact

  • You will build strong relationships with clients by establishing a trusted advisor role; provide consistent, superior relationship management to create a WOW experience for clients and a reference for GroupHEALTH.
  • You will build solid relationships with affiliate partners, supporting the sales process as needed.
  • You will support company goals around client retention.
  • You will prepare renewals and present to clients.
  • You will lead and support regular claims experience review and annual renewal meetings.
  • You will maintain or exceed established service levels and KPIs.
  • You will provide leadership and mentorship of the Benefit Specialists in delivery of the WOW Factor to clients.
  • You will Support the ongoing training of Benefit Specialists with all aspects of client service, including, but not limited to claims investigations, plan amendments, product knowledge, and updating plan documentation.
  • You will develop, coordinate, and deliver client and plan member education sessions, demos, and other presentations in various modalities (virtual webinars, pre-recorded, and in-person).
  • You will collaborate with the Underwriting department to obtain quotes and alternates.
  • You will act as a liaison for managing all escalated claims inquiries, including, but not limited to Life, disability, and other pooled benefits.
  • You will proactively communicate with and educate clients on new products and services.
  • You will understand underwriting arrangements, financial reports for ASO accounts, and claims experience reports; review and monitor where necessary.
  • You will oversee complex claim and coverage inquiries along with complex premium and billing inquiries.
  • You will manage escalated client matters by providing recommendations and making supported decisions.
  • You will provide financial, contractual, and/or administrative analysis and reviews to clients.
  • You will analyze claims experience, collaborating with Underwriting on plan design recommendations and pricing.

What to Expect

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, serving as a mentor for 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.

This Is You

  • 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.

This Is Nice

  • You already have your GBA or CEBS Designation (or working towards).
  • You have experience with CRM systems.
  • You have a university degree.

What You'll Get

  • Competitive compensation.
  • A 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.

Your Compensation

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 GroupHEALTH

Professional 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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