Senior Client Relationship Manager EB

Sr Client Relationship Mgr GB - SA08HE

We're determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals - and to help others accomplish theirs, too. Join our team as we help shape the future.

As a Senior Client Relationship Manager, you will:

Manage defined book of business from the implementation of sold business to "on-going" Account Management primary support including pre-sales finalist sales, customer satisfaction, persistency, growth and profitability. Act as SME for all business across Employee Benefits Division - supporting all Distribution, operations, and underwriting areas as needed. Resolve customer inquiries, actively supporting growth with direct engagement in the renewal processes. Proactively plans for and coordinates the renewal process for key producers or customers. Collaboratively works with underwriters and field partners to develop analysis of client plan utilization, creates client focused presentations identifying trends and patterns that influence and impact plan performance: provides recommendations to enhance positive drivers and mitigate root causes of unfavorable plan performance. Build relationships with brokers: conduct education seminars to educate brokers and build a book of business. Develop plans to grow block of business. Understands the financial workings, regulations and servicing of claims. Primary liaison between producers, customer, underwriter and internal administration ensuring customer/producer needs are proactively anticipated and met. Actively participates in presentations with key Producers or clients to achieve case profitability and growth objectives. Maintains accurate financial and general account databases. Identify customer data information needs and work with all team associates to achieve information integrity and provide accurate customer analysis. Works with sales, product marketing, underwriting, claims and other disciplines to further demonstrate our value proposition to customers and producers. Stays current in knowledge of competitors, products / provisions and overall trend of the market and capably leverages our competencies to further support profitability and growth objectives. Ability to assess client's general financial infrastructure and to effectively develop a consultative service plan

• The Hartford's Employee Benefits segment is a market leader in life, disability, and Supplemental Health insurance, providing businesses with the employee benefits solutions necessary to attract and retain top talent. The Hartford sets the standard for helping individuals reclaim their lives in the face of disability or personal crisis. The Hartford has been a proud sponsor of athletes with disabilities since 1994, becoming a founding partner of U.S. Paralympics, a division of the U.S. Olympic Committee, in 2003.

• Responsible for managing a defined book of business (BOB, target $60M annual premium) consisting of National Accounts. This includes meeting with customers based on each customer's preference and needs, which is typically 1 - 2 times per year. This may likely include out-of-state travel.
• Partners with Client Consultant to assist with on-going service-related matters.
• Sets appropriate expectations with clients and brokers about standard contract provisions and potential exceptions. Effectively communicates guidelines and expectations for Account Administration.
• Review First Time Claim Report to ensure that Tax reporting is correct. As needed, coordinate execution of a revised tax services agreement.
• Effective Customer Service Administration / Issue resolution (liaison with underwriting, claims, billing, etc.). Coordinates the day-to-day service and administrative requirements by effectively assessing customer concerns, networking with the appropriate resources and providing creative solutions to customer needs. Effectively utilizes support staff and HO customer service resources when appropriate.
• Effective Pro-Active Customer / Broker Interface. Effectively plans for and schedules meetings with clients with a specific pro-active agenda. Promotes Value Added Services and new products, services and offerings. Ensures contract features and benefits meet client's ongoing needs and administrative procedures.
• Make recommendations for changing where appropriate. Keeps abreast of client's changing benefits/HR needs/corporate landscape (mergers & acquisitions). Identifies and coordinates annual enrollment activity/communication requirements. Actively supports Book of Business growth objectives by identifying and pursuing opportunities for new and/or increased lines of coverage in conjunction with the Account Executive. Partners with Account Executive to educate and develop relationships with Brokers and their staff.
• Collaboration with internal business partners to address Customer needs.
• Develops and executes comprehensive book of business strategies consistent with organizational initiatives, profitability & persistency targets, segment requirements, and individual customer's needs.
• Drives the renewal process in collaboration with the National Account Executive and the Underwriter, engaging other business partners as appropriate.
• Primary liaison between customer, producer, underwriter, voluntary sales manager and internal business partners to ensure customer needs are addressed, bringing in the right resources at the right time. This includes keeping the Account Executive informed, engaging them as needed.
• Partner with Voluntary Support Team for any voluntary activities
• Proactively participates in Strive initiatives.
• Maintains all areas of the customer specific records in the appropriate systems. Maintains all appropriate case correspondence and relevant account management information, per the Document Management guidelines.
• Identifies opportunities for process improvement, for the benefit of individual customers and the broader customer base and takes action as appropriate.
• Aggressively looks for cross-selling and other relationship opportunities within GB and throughout Hartford Financial Services.
• Understand and effectively communicate basic underwriting principles, claims experience and pricing justifications to Producers and Customers
• At least once annually and each time there is a new Employer Benefits/HR Contact, provide Plan Administration review to Employers including, but not limited to portability/conversion, continuation provisions, instructions for calculating premium and premium remittance etc.
• Consults with customers to manage ongoing changes to report that align with our standard offering. Works with business partners to implement eligibility feeds and then helps facilitate ongoing issue resolution and file feed changes.
• Participates in special projects which support organizational needs, effectively assessing and communicating business impacts.
• Attends and participates in all mandatory training, meetings, etc.

• Partners with Implementation Team and Account Executive, including attending calls.
• Attend face-to-face meetings, as needed.
• Partners with the Implementation Team to set appropriate expectations with clients and brokers about standard contract provisions and potential exceptions. Effectively communicates guidelines and expectations for Account Administration.
• Partner with Voluntary Support Team for any voluntary activities
• Completes Booklet and Bill review
• Conduct The Hartford Ability Advantage and EmployerView onboarding
• Conducts Welcome Call
• Provide Plan Administration review to Employers including, but not limited to portability/conversion, continuation provisions, instructions for calculating premium and premium remittance etc.

• Partners with Account Executive and Underwriting on plan design and rate negotiations for Add Issue business
• Actively supports pre-sale / finalist activities in conjunction with internal business partners. This includes occasional travel to participate in finalist meetings, typically at short notice.

• A minimum of 7 years' account management experience
• Group Benefits experience strongly preferred with an emphasis on account management, sales, or underwriting on 5,000+ lives.
• 4-year college degree or equivalency strongly preferred
• Group Life & Health license required based on assigned book of business; must complete ongoing Continuing Education requirements in a timely manner to maintain license(s)
• Group Benefits Disability Specialist designation required within 1 year
• Travel is required within the Eastern US or where clients are located nationally, approximately 20% of the time.