Client Manager

Job Title: Client Manager
Reports To: Client Experience Manager
Work Environment: Business Office
Travel: 5% or less

Job Summary:
The primary responsibility of the Client Manager for Consolidated Admin Services is to represent Consolidated Admin Services in communications and interactions with clients and participants, in person, over the phone, and in writing. The Client Manager supports Consolidated Admin Services with various account management activities, administrative functions, and special projects. The Client Manager is integral to Consolidated Admin Services, providing superior service to our clients and participants.

Duties/Responsibilities:
To perform this job successfully, the individual must perform each essential function satisfactorily. This includes but is not limited to the following:
   •Engage in consultative relationships with leadership representatives of corporate customers, learning about the needs of the customers and communicating proposals about how CAS’s products fit their needs
   •Analyzes issues presented by corporate customers, develops plans to resolve said issues, and oversees the implementation of resolution without close supervision to prevent issues from re-occurring
   •Performs renewal requests and initial follow-ups
   •Compare and evaluate courses of conduct to maintain and grow relationships with large corporate clients over the long term
   •Develop personalized communication strategies and techniques to determine the needs and preferences of clients
   •Exercises independent judgment and autonomy in consultative, administrative relationships with primary contact for customers throughout contracts’ life cycles in coordination with the Implementation Specialist and other team members
   •Facilitates the administrative operations of CAS by representing the company and promoting sales by building relationships with clients based on trust and respect
   •Exercises independent authority and good judgment to develop creative resolutions to client concerns when customer service or specialists are unable to resolve an issue
   •Assesses workflow received via pod e-mail and uses independent judgment to distribute the workload.
   •Review all communication to ensure we have everything we need before sending it to the specialists to process
   •Exercises independent judgment to distribute received enrollments and re-enrollments from employers or agents based on the individual needs of that client
   •Advises clients of account service and plan structure options and assists with Implementing those changes agreed upon client changes
   •Conducts employer and agent portal demonstrations and training
   •Communicates new group logins & welcome emails directly to employer contacts
   •Copies and verifies CDH enrollments
   •Review completed enrollment process to identify inefficiencies and implement corrective action to finalize enrollments and develop a strategy to improve future enrollment outcomes
   •Schedules open enrollment in the COBRA system as needed
   •Represents CAS in major assignments, including presenting at client meetings during open enrollment using industry-specific and company knowledge to educate employers and employees on available benefits
   •Update any changes of employers or changes to plans in Salesforce.
   •Sends out updated employer portal login credentials for new employer contacts
   •Distribute workload correctly by following the procedures:
     ▪COBRA – COBRA@consolidatedadmin.com
     ▪FMLA – FMLA@consolidatedadmin.com
     ▪CDH – Info@consolidatedadmin.com
     ▪Renewal Files (COBRA or CDH) – Files@consolidatedadmin.com
     ▪Claims – Claims@consolidatedadmin.com
     ▪New Group Paperwork – Onboarding@consolidatedadmin.com
     ▪Notification of terminations – Terminations@consolidatedadmin.com
     ▪Changes to employer contact, address, or plan structure – Changes@consolidatedadmin.com
     ▪Request for new services or potential prospects: Sales@consolidatedadmin.com
   •Maintains knowledge of legal and regulatory changes and how these impact services provided
   •Other duties as assigned, including special projects

Minimum Requirements:
   •High School Diploma or equivalent, Bachelor’s degree preferred
   •Four years of experience in employee benefits in order to meaningfully engage with corporate clients
   •Advanced experience with word processing, spreadsheets, data entry, e-mail management, and file management
   •Excellent communication skills
   •Presents a professional image
   •Ability to build rapport and collaborate with others
   •Advanced knowledge of services provided

Knowledge, Skills, and Abilities:
To perform this job successfully, the individual must demonstrate the knowledge, skills and abilities required to perform the job. This includes but is not limited to the following:
   •Advanced experience with word processing, spreadsheets, data entry, e-mail management, and file management
   •Strong interpersonal skills, ability to relate to a wide range of people, collaborates well with others
   •Excellent communication skills to include:
     o actively pays attention to and participates in communication with others
     o adapts communication style to the audience
     o friendly
     o confident
     o gives and receives feedback
     o volume and clarity
     o empathetic
     o respectful
     o responsive
   •Displays initiative, a desire to learn and develop, a willingness to help others
   •Mentors fellow Customer Service team members, leads by example
   •Generates ideas solves problems as they arise
   •Excellent attention to detail skills to include:
     o organizational skills
     o time management skills
     o analytical skills
     o observational skills
   •High level of efficiency, accuracy, and responsibility
   •Handles and protects confidential and sensitive information with utmost importance
   •Excellent understanding of customer care and services
   •Prioritizes and manages different tasks at once
   •Works effectively to meet deadlines
   •Thrives in pressured or stressful situations
   •Committed and flexible attitude

   •Presents a professional image
   •Must be flexible with work schedule to support cyclical work demand

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.