The Enterprise Client Service Representative (CSR) is responsible for the tangible day-to-day client support for all services and products delivered to clients in order to align with the strategic vision of our partnership. The CSR's primary responsibilities are to evaluate client benefit plans and design changes, develop and implement solutions to client issues, and participate in a cross functional team to support Producers and Account Managers participating in the service delivery within a book of business. This role is a critical contributor to achieving a high level of client satisfaction and retention.
ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited, to the following:
Participate in benefits administration client conference calls (if applicable)
Work directly with Communications Specialist to develop newsletters/guides and/or highlights brochures, benefit summaries, and enrollment presentations, create other client materials as needed;
Review and revise benefit materials, communicating benefit updates and changes to clients and their employees;
Keep all aspects of BenefitPoint up-to-date;
Create and maintain paper and online files for all clients
Coordinate special projects, including, dependent eligibility audits, claim audits and benefits statements;
Coordinate and support needs generated by the Compliance Department such as, but not limited to, review form 5500 data requests if applicable;
Coordinate non-discrimination testing with the Compliance Department;
Work directly with carriers to resolve disputed claim and eligibility issues for clients and their participants;
Manage the issue resolution process, meet quality and timing objectives and effectively communicate resolution issues;
Manage and track stop loss claim reimbursements;
Answer and respond to in-bound phone calls from participants; make return calls resulting from voice-mail; respond in writing to participant email requests and resolve other participant-level issues as needed;
Generate and distribute Medicate Part D participant notices to clients;
Coordinate with Client to ensure Federal Benefit Plan Notices are communicated to employees;
Prepare the benchmarking analysis for assigned clients based on parameters provided by the Account Manager;
Analyze impact of new federal and state regulations on clients' benefits plans and provide guidance to clients;
Draft renewal and strategy documents and assist in presenting to clients;
Make decisions concerning open enrollment timing, procedures and documentation;
Coordinate and conduct open enrollment meetings;
Manage all activities required to properly implement and service new business;
Manage vendor relations and activities during plan changes and for ongoing service;
Manage and prioritize work requests;
Maintain a client open items log/agenda.
REQUIRED EDUCATION AND EXPERIENCE:
Bachelor's Degree or work equivalent, preferably within Risk Management, Insurance, Human Resources or general Business;
Prior internship or a minimum of 1 year of experience in a benefits brokerage, consulting, or insurance industry is preferred;
Effective analytical, math and problem-solving skills, sound judgment, strong decision making ability, confidence to make difficult decisions and excellent communication skills;
Must be organized, detail oriented and able to translate big picture ideas into client objectives.
Active Life and Health License preferred, if not licensed must obtain license within first 90 days of employment.
KNOWLEDGE, SKILLS AND ABILITIES
Demonstrated ability to provide superior customer service and maintain positive relationships with client contacts;
Strong organizational, analytical skills and strong attention to detail;
Effective decision making and problem solving abilities;
Solid interpersonal, verbal and written communication skills;
Strong negotiation and persuasion skills;
Proven presentation skills;
Ability to exercise sound judgment and possess confidence to make difficult decisions;
Ability to translate big picture ideas into client objectives;
Ability to define problems, collect data, establish facts and draw valid conclusions;
Ability to prioritize projects and meet deadlines;
Ability to work well independently and as a team member;
Ability to multitask and successfully operate in a fast-paced work environment;
Ability to follow through on and successfully execute tasks while adhering to specified quality standards;
Must be able to effectively interact and deal with people at all levels inside and outside of the Company;
Aptitude for learning internal systems, applications and internal workflow of the department;
Must be proficient with the MS Office suite (Word, Excel and PowerPoint);
Ability to travel to client meetings at various local and regional locations.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is:
Frequently required to sit; speak or hear; use hands to finger, handle, feel objects, and reach with hands and arms;
Occasionally required to stand and walk;
Extensive use of computer and keyboard and viewing of computer screen is required;
Specific vision abilities required by this job include vision, and ability to adjust focus.
Other working conditions are normal for an office environment.
WORK LOCATION
Work is typically performed in a hybrid manner at MMA's Conshohocken, PA office
We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. Marsh & McLennan Agency offers competitive salaries and comprehensive benefits and programs including health and welfare, tuition assistance, 401(k), employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: http://marshmma.com/careers
