THE OPPORTUNITY:

The Employee Benefits Account Management team provides critical support to clientsthrough day-to-day program oversight, client advocacy and systems management in order toeffectively managing their health and welfare programs. The Employee Benefits Client Service Manager oversees the day-to-day functions of department(s) and/or location(s). This is aleadership and supervisory position that manages operational sales support and client relatedservices. This position may also assume the duties and responsibilities of an Account Manager or Strategic Account Executive to service a book of business.

DUTIES & RESPONSIBILITIES:

• Manages a team of employee benefits service staff.

• Develops and executes product, service and technical training programs, setsdepartmental expectations, standards, policies and procedure and periodicallyaudits/reviews standards to provide personnel coaching or feedback management.

• Answers team member questions, helps with team member problems, and overseesteam member work for quality and guideline compliance. Provides appropriatefeedback and identify training opportunities.

• Acts as a resource for problem escalation when the team encounters complexissues. Reaches resolutions or identifies the need to further escalate an issue andcommunicates appropriately with all necessary parties.

• Conducts team meetings to update members on best practices, continuingexpectations, assignments and responsibilities clearly and professionally.

• Assess and adjusts workload amongst the department, professionally communicatingwith staff members their assignments. Includes coordinating team schedules and reappropriating workloads for absences.

• Stays current on new and existing HUB resources and specialty practices, carrierupdates as well as state and federal regulations. Develops and manages teamimplementation strategy in tandem with assigned producer and/or HUB leadership.

• Reviews and is responsible for client deliverables ensuring they meet clientexpectations and HUB branding and presentation standards.

• Champions communication of goals, vision, and procedures developed by the HUBleadership teams.

• Consults frequently with and is open to new ideas coming from team members.

• Conducts annual performance reviews for all direct reports and assists in annualbudgeting and ongoing operational expense monitoring for all locations/departments.

• Fosters a positive and mutually supportive working environment, in order to providethe best possible client service and producer support.

• Develops and shares comprehensive analysis of team performance based on goals,objectives, and deadlines with HUB leadership.

• Works with regional EB Practice Leader to identify, develop and execute regional andnational initiatives through project management activities and coordination ofresources.

• Attends and participates in Central & Northern California92s ECM meetings.

• Develops best practices for leveraging standard technology platform and tools suchas Benefitpoint, Zywave, ImageRight and others.

• Actively communicates with or visits prominent EB clients on a planned periodic basisto determine level of satisfaction and/or any additional service needs.

• Actively works with Commercial Lines and Personal Lines to facilitate cross-sellactivities and services.

• Assists assigned producer or HUB Leadership in developing new businessopportunities and delegating to appropriate team members.

• May support a book of business with similar duties and responsibilities as service staff:

Works closely with Producers and other HUB personnel on all aspects of clientservice, marketing, and renewal while adhering to HUB92s best practices andstandard procedures.

Acquires understanding of clients92 business and insurance objectives andcritically analyzes and compares insurance plans to determine suitability.

Establishes and maintain strong business relationships with clients andinsurance carriers.

Serve as client point of contact for day-to-day eligibility, claims, billing andbenefit administration inquiries; acts as liaison between clients and insurancecarriers to resolve service issues.

• Maintains accurate and organized account files by appropriately documentingconversations with clients and carrier representatives; updates all HUB computersystems and automated agency management systems; ensures the accuracy of data.

• Seeks continued knowledge and stays abreast of changes in the insurance industryand other external conditions that may impact their clients. Makes appropriaterecommendations to clients in response to those changes; Attends industry relatedcontinuing education training and courses.

• Performs other duties and projects as assigned.

QUALIFICATIONS:

• High School Diploma / GED; College degree strongly preferred

• 5-10 years of benefit insurance related experience (brokage preferred) or equivalentcombination of education & experience

• 2+ years supervisory experience

• Life & Health License

KNOWLEDGE / SKILLS / ABILITIES:

• Ability to assertively direct and supervise staff; including but not limited toresponsiveness to staff needs, and personnel issues, and provide consistent/fairevaluation.

• Ability to effectively and professionally communicate orally and in writing with internaland external customers.

• Ability to effectively present information and respond to questions from groups ofmanagers, clients, customers, and the general public.

• Critical Thinking: Ability to use logic and reasoning to identify the strengths andweaknesses of alternative solutions, conclusions, or approaches to problems.

• Desire to learn and grow within the insurance industry.

• Ability to respond to customer needs, solicit customer feedback to improve service,and handle difficult or emotional customer situations promptly and accurately.

• Confidence and demeanor to effectively interact with all levels within the organization.

• Ability to develop and maintain strong client relationships; work effectively withinsurance and service vendors to gain cooperation in meeting clients92 needs.

• Ability to effectively work with a team and coach others in developing their skills andabilities.

• Ability to efficiently gather pertinent information and facts, analyze and solveproblems timely and thoroughly.

• Problem Solving: Ability to identify complex problems and review related informationto develop and evaluate options and implement solutions.

• Ability to prioritize and organize multiple tasks and responsibilities in order tocomplete assignments on time and with optimal accuracy.

• Computer skills: proficiency with Microsoft Office Suite, Outlook and agencymanagement systems.

• Ability to calculate figures and amounts such as discounts, interest, commissions,proportions, percentages.

WORKING CONDITIONS AND PHYSICAL DEMANDS:

• This position primarily involves remaining in a stationary position for the majority ofthe workday.

• The person in this position frequently communicates with colleagues and clients bothin person and on the telephone; Must be able to communicate and exchange accurateinformation.

• Constantly operates a computer and other office productivity machinery, such as acalculator, copy machine, and computer printer.

• The person in this position needs to occasionally move about inside the office toaccess file cabinets, office machinery, etc.

The expected salary range for this position is $150,000 - $180,000k depending on geographical location and will be impacted by factors such as the successful candidate92s skills, experience and working location, as well as the specific position92s business line, scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life/disability insurance, FSA, HSA and 401(k) accounts, paid-time-off benefits, and eligible bonuses, equity and commissions for some positions.

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