Resp & Qualifications PURPOSE: Serves as the highest-level escalation and analytics resource within the Client Relationship Manager family. Handles Tier 3 client issues requiring cross-functional coordination and advanced problem-solving. Leverages data analytics to identify service trends, recommend improvements, and support strategic decision-making. Acts as a liaison between service, operations, and leadership to drive resolution and continuous improvement.
ESSENTIAL FUNCTIONS: - Serve as a key escalation point for complex or sensitive client issues that require advanced problem-solving, cross-functional coordination, or in-depth benefit knowledge.
- Research and analyze sales data, client feedback, and market intelligence to identify performance trends, competitive positioning, and strategic opportunities. Conduct root cause analysis and recommends sustainable solutions to improve sales outcomes. Develop and presents analytics dashboards and reports to leadership and stakeholders.
- Partner with internal teams (e.g., operations, compliance, product, sales) to resolve systemic issues, implement process improvements, and ensure alignment with client expectations, sales goals, and regulatory requirements. Build and maintain strong relationships with key internal stakeholders and external partners to ensure seamless service delivery and issue resolution.
- Act as a subject matter expert on benefit administration systems, plan design, and client-specific configurations to advise in client issues. Provide guidance and mentorship to junior team members and contributes to internal knowledge resources.
QUALIFICATIONS: Education Level: Bachelor's Degree OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
Preferred Qualifications:
- Experience in a sales administration/support role, implementation, and/or benefit administration.
Knowledge, Skills and Abilities (KSAs) - Superior communication skills and knowledge of employee benefits issues necessary to effectively communicate with clients and prospects concerning employee benefit lines of coverage.
- Ability to problem solve, strong organizational skills, detailed oriented, responsive and self-motivated, works independently as well as part of a team.
- Proficiency with Microsoft Word and Excel is required, basic working knowledge of PowerPoint preferred.
- Knowledge of production information, technology and new legislation.
Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.
Salary Range: $54,000 - $107,250
Salary Range Disclaimer The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).
PHYSICAL DEMANDS:The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.
#LI-KL1
