Client Service Manager

Jobtailor; Deutschland; Vor Ort; EUR 42.000 - 62.000; Vollzeit

Zusammenfassung

Jobtailor in Germany is seeking an experienced Client Services Specialist focused on health insurance and employee benefits. You will serve as the main contact for brokers and employer groups, manage inquiries, and ensure accurate, timely support across service and administrative needs.

You will coordinate onboarding, renewals, and relationship management, using CRM and enrollment platforms to deliver high-quality service while balancing policy constraints and client goals.

Qualifikationen

• 2-4 years’ experience in health insurance or related customer-focused roles.
• Experience working with brokers or employer groups.
• Strong understanding of medical insurance products and contracts.
• Excellent communication skills with the ability to simplify complex information.
• Proven complex problem-solving capabilities.
• High attention to detail and strong organizational skills.
• Proficiency with CRM systems, enrollment platforms, Microsoft Office, and Adobe.
• Customer-focused mindset with strong problem-solving and analytical skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Professionalism and relationship-building skills.

Aufgaben

• Serve as the primary point of contact for brokers and employer groups to provide accurate, timely, high-quality support across service and administrative needs.
• Manage inquiries, resolve issues, and coordinate with internal teams.
• Coordinate client and broker onboarding, renewals, and maintain strong relationships to drive retention and satisfaction.
• Oversee intake and prioritization of internal and external inquiries.
• Manage end-to-end service workflows and monitor open service cases with timely follow-up.
• Use independent judgment to resolve complex issues while balancing client needs with policies.
• Determine appropriate solutions and approve exceptions or escalated items within authority.

Kenntnisse

Broker experience

Customer service

CRM proficiency

Communication skills

Problem solving

Attention to detail

MS Office

Adobe

Enrollment platforms

Tools

CRM systems

Microsoft Office

Adobe

Jobbeschreibung

Responsibilities

• Serves as the primary point of contact for brokers and employer groups ensuring accurate, timely, and high-quality support across all service and administrative needs.
• Manages inquiries, resolves issues, coordinates with internal teams.
• Coordinates client and broker onboarding, processes renewal paperwork, and maintains strong relationships that drive retention and client satisfaction.
• Oversee intake and prioritization of internal and external inquiries.
• Manage the end-to-end service workflows and monitor open service cases with timely follow-up.
• Use independent judgment to resolve complex issues while balancing client needs with organizational policies.
• Determine appropriate solutions and approve exceptions or escalated items within authority limits.
• Collaborate with client retention executive on plan renewals and preparation, including plan changes, identifying client needs, and ensuring alignment with client goals.
• Prepare and process renewal contracts and paperwork accurately and timely.
• Welcome and educate new clients and brokers on Trustmark products and processes while ensuring a smooth transition from prior carriers and new sales.
• Coordinate setup, system configuration, and delivery of onboarding materials; and conduct enrollment meetings as needed.
• Identify customer service trends and develop job aids and process documentation.
• Recommend and influence implementation of process improvement, insights on broker and employer needs, competitive dynamics, and operational challenges.
• Conduct root-cause analysis on recurring issues, and lead initiatives to address systemic problems.
• Represent client management in cross-departmental committees and projects focused on service operations and client experience.

Requirements

• Minimum 2-4 years’ experience in health insurance, employee benefits, or related customer focused roles.
• Experience working with brokers or employer groups.
• Strong understanding of medical insurance products and contracts.
• Excellent communication skills with the ability to simplify complex information.
• Proved complex problem-solving capabilities.
• High attention to detail and strong organizational skills.
• Proficiency with CRM systems, enrollment platforms, Microsoft Office, and Adobe.
• Customer-focused mindset with strong problem-solving and analytical skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Professionalism and relationship-building skills.