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Senior Client Consultant-Group Benefits

The Hartford Financial Services Group, Inc Ocoee, FL

  • Employment Type Full-Time

Dedicated partner with a single Client Relationship Executive (CRE) in managing a single account - effectively address customer inquiries, implement processes, resolve customer issues, and educate customers on plan administration, reporting, new products and services, etc. Interacts with internal and external customers, attending regular customer calls, addresses day-to-day service, relationship and general operational needs/tasks. Participates in preparation for and attends customer / producer meetings and presentations. Occasional travel will be involved. Actively works with CRE to implement their customer/renewal strategy, ensuring that all downstream impacts of changes and enhancements are analyzed and addressed. This includes, but is not limited to, plan changes, file feeds, reporting requirements, and policy rewrites. After partnering with the CRE for a reporting solution, the Sr. CC will be responsible for report delivery. Responsible for timely Add Issue forecasting in Salesforce.com and ongoing adjustments to the forecast; responsible for submission of the production credit event and for monitoring Underwriting sign-off. In partnership with the CRE, assists in maintaining all areas of the customer specific records in the appropriate systems with particular focus on Salesforce (e.g. Customer Strategy, Retention Risk, Complexity Analysis and TPA Information). In partnership with the CRE, maintains all appropriate case correspondence and relevant account management information, per the Document Management guidelines. Executes the CRE's customer enrollment plans and consumer education needs, utilizing the tools and systems available. Communicates to appropriate internal disciplines (Claims, Billing, Underwriting, Reporting, Compliance, Product Delivery) and manages internal processes to ensure deliverables are met in a timely manner. Delegates tasks to Service Consultants as needed. Participates in projects, representing Relationship Management, effectively assessing and communicating business impacts. Best Practices - acts as a go-to person; may be a Subject Matter Expert for training.College degree or equivalent work. After 1 year in position, Group Life Health Sales license required with GBDS and ongoing CE exposure. Knowledge of employee benefits products; knowledge of customer financials and group experience. Understands organizational processes, methods and systems; solid working knowledge of products, and operational parameters. Leads in identifying and resolving issues, which includes a strong understanding of the escalation process and the ability to identify and activate involvement of key internal business partners. Takes Ownership - Takes immediate and independent action, suggests improvements, sets high standards and works hard to achieve them. Proficient with widely utilized Microsoft applications such as Word, Excel and PowerPoint; effective writing and communication skills. Demonstrates effective team relationships across organizational lines. Collaborates with other members of the organization to deliver results and communicate customer needs. Demonstrates customer / audience "empathy" and understanding. Ability to manage multiple projects and due dates, prioritizing projects as necessary. Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression

The Hartford Financial Services Group, Inc

Posted: March 21, 2019