Position Summary & Overall purpose: The Client Service Manager is a pivotal role responsible for building and maintaining strong relationships with our client service associates (CSA) and relationship managers (RM). This individual will serve as the primary point of contact, ensuring CSA, RM and client satisfaction, addressing inquiries, resolving issues, and facilitating the seamless delivery of our products and services. The ideal candidate will possess a deep understanding of insurance and investment principles, exceptional communication skills, and a commitment to providing outstanding client experiences.
JOB ACCOUNTABILITIES (this section includes the major duties): Recruiting/Onboarding / Offboarding - Partners with NFP recruiters in finding high-quality Client Service Associate candidates
- Interviews Client Service Associate candidates to assess the right fit for the Lenox model and culture
- Oversight of all Client Service Associates on-boarding activities
- Partners with Human Resources and IT in the coordination of the CSA on boarding and off boarding
- Manages the coordination of CSAs on / off-boarding activities
- Partners with IT to ensure that all equipment is collected when a CSA is offboarded
CSA Training & Development - Coordinates with Sales Team in the coordination of training strategies that impact Client Service Associates
- Coordinates CSA on-boarding training and ongoing training including logistics
- Responsible for initial CSA onboarding training specific to items such as MOSAIC, Compass, illustrations and new business processes
- Acts as a trainer and resource to CSAs with Core Carriers, Mass Mutual and LBIS Carrier's on pre-sale and processes
- Assists with content of Client Service Associate department meeting and check in agendas
- Conducts regular one-on-one meetings with CSAs to build relationships, understand training and development needs, and provide insight for the improvement of performance
- Provide individualized assistance as needed
- Acts as liaison between departments with any implementation and issues
Operational Effectiveness - Supports company standards, policies, goals, and objectives executing on corporate initiatives as defined by company management
- Stays informed by attending all Lenox meetings, trainings, and events
- Manage RM's CSAs
- Leverages all resources and contacts to facilitate business, processing and support
- Partners with Human Resources on any staff conflicts
- Assists with the coordination of internal and external audits and inquiries
- Acts as a go to resource CSAs for day-to-day questions regarding best practices and Lenox processes and directs them to the correct contact
- Provides overall guidance to relationship managers on best practices for an effective relationship between the RM and CSA
- Drives best practices and Lenox Compliance policies
- Masters the navigation and effective utilization of Lenox platform, software, and all technology to serve as an available resource to CSAs
- Works on projects that impact the department and organization
- Maintenance of Training Documents
- Maintenance of Client Services Insider Pages
Leadership - Conduct monthly one-on-one check-in calls with the CSAs to offer support and provide coaching
- Partner with the RMs to assist with performance evaluations and compensation planning
- Partner with the RMs and HR team when performance concerns arise
- Acts as a role model for CSAs in the areas of leadership, personal character, commitment, organization, and work habits
- Demonstrates clear understanding of Lenox Guiding Principles and ensuring these principles are being observed within your team
- Establishes relationships with the Lenox management team across the various departments
- Encourages collaboration, team work, and peer-to-peer learning
- Encourages attendance and participation in Lenox meetings, trainings, and events
- Executes front line supervision, identifying and addressing supervisory issues as needed
JOB COMPETENCIES (knowledge, experience, skills & abilities and behaviors/attitudes) Required Knowledge /
Skills Abilities (List the specific knowledge required to master the role to include industry knowledge, product knowledge, systems knowledge, technical knowledge)
- Microsoft office skills (Outlook, Word, Excel and PowerPoint)
- Calendar Management in outlook
- Insurance product knowledge (life, disability and long term care)
- Presents an appropriate professional appearance and demeanor
- Presents a cheerful, positive demeanor with the clients they service (internal and/or external)
- Consistently presents a friendly impression on others
- Has a strong sense of urgency about solving problems and getting work done
- Reads situations quickly and accurately
- Embraces technology with optimism and positivity
- Dedicated to exceeding internal and external client expectations
- Handles stressful situations with calm and poise
- Keeps others informed on the status of assigned work
- Highly motivated and goal oriented
- Excellent Communication skills (both written and verbal)
- Unwavering commitment to confidentiality
- Ability to travel as needed
Required Behaviors/Attitudes (List the personal attributes that compliment mastery of the role to include mindset, attitude, initiative, client service orientation, teamwork orientation, open mindedness, willingness to 'do what it takes', integrity, self-awareness, self-management, optimism, energy and enthusiasm, passion for excellence, self-responsibility, trustworthy, dependable, 'go to' person, caring attitude, etc.)
- Demonstrates a high level of dependability in all aspects of the job
- Behaves in a way that leads others to trust him/her
- Willingly assist others who may need help with completing work assignments to deliver on a client promise
- Respects the confidentiality of information
- Takes responsibility and accountability
Lenox Specific Skillset - Can define and explain Lenox's infrastructure (i.e. Lenox, NFP, FAF, MassMutual, MMLIS, LAM, Wealthspire, LBIS)
- Can effectively navigate within Lenox, MassMutual, NFP for support/resources
- Has knowledge of the products/services Lenox offers its clients
- Track and Understand the Metrics of Running an office
- In depth New Business Knowl
