Client Services Manager

Machota Solutions; Troy (MI); Hybrid; USD 90,000 - 110,000; Full time

Job summary

Machota Solutions in Troy, MI is seeking a Client Services Manager (Employee Benefits) to lead a team of client service account managers and deliver exceptional benefits administration.

The role emphasizes coaching, process improvement, and building a high-performing team, with hybrid work and a focus on accurate enrollments, timely responses, and proactive client communication. Ideal candidates have 4+ years in employee benefits and leadership experience, with a bachelor’s degree or equivalent.

Qualifications

• 4+ years of hands-on experience in employee benefits administration or client service.
• Experience supervising, training, or mentoring client service professionals.
• Proven ability to resolve complex eligibility, enrollment, billing, and claims issues with carriers.
• Ability to manage competing priorities, monitor workflows, and meet deadlines.
• Strong analytical and written/verbal communication skills.
• Bachelor's degree preferred or equivalent relevant professional experience.

Responsibilities

• Provide day-to-day guidance, training, and support to employee benefits client service representatives.
• Oversee daily workflows, prioritize service requests, and ensure inquiries meet turnaround times.
• Serve as escalation point for complex benefits questions, enrollment discrepancies, and carrier issues.
• Identify opportunities to improve processes, team efficiency, and service quality.
• Monitor service performance across client accounts.
• Oversee benefits enrollment processing and open enrollment activities.

Skills

Leadership

Mentoring

Communication

Analytical skills

Process improvement

Client service

Education

Bachelor's degree or equivalent

Job description

Client Services Manager (Employee Benefits)

Troy, MI / Hybrid

$90,000-110,000

Description

My client is seeking an experienced and motivated Client Services Manager (Employee Benefits)to lead, develop, and support their team of Client Service Account Managers.

This is a people leadership position focused on ensuring the client service team has the direction, resources, and support needed to deliver an exceptional experience to clients and their employees.

The ideal candidate brings a strong background in employee benefits, proven leadership abilities, and a genuine interest in coaching others, improving processes, and building a high-performing team.

Key Responsibilities

• Provide day-to-day guidance, training, and support to employee benefits client service representatives.
• Oversee daily workflows, prioritize service requests, and ensure client inquiries are addressed within established turnaround times.
• Serve as an escalation point for complex benefits questions, enrollment discrepancies, and unresolved carrier issues.
• Identify opportunities to improve internal processes, team efficiency, and overall service quality.
• Monitor service performance, accuracy, and follow-through across client accounts.

Benefits Administration & Enrollment

• Oversee the accurate and timely processing of employee benefit enrollments, changes, and terminations.
• Ensure enrollment information is properly transmitted and verified with insurance carriers across multiple administration platforms.
• Manage and troubleshoot eligibility discrepancies, enrollment errors, and coverage issues.
• Maintain working knowledge of medical, dental, vision, life, disability, and other employer-sponsored benefit plans.

Client & Employee Support

• Act as a senior point of contact for employer clients, employees, COBRA participants, and insurance carriers.
• Resolve complex claims, coverage, eligibility, and benefits administration issues.
• Ensure employee benefit inquiries are handled professionally and within established service standards, typically 24-48 hours.
• Build strong working relationships with carrier representatives, internal account teams, and employer clients.
• Support client retention through proactive communication, responsiveness, and consistent service delivery.

Open Enrollment & Client Communications

• Coordinate and support annual open enrollment activities, including enrollment processing, employee communications, and carrier coordination.
• Oversee the preparation and accuracy of open enrollment materials, benefit guides, and employee-facing communications.
• Partner with internal teams to ensure smooth implementation of new benefit plans and client transitions.
• Assist with employee benefits education and communication initiatives throughout the year.

Systems, Compliance & Process Improvement

• Oversee the benefits advocacy inbox and case management processes to ensure accurate documentation and timely resolution.
• Maintain accurate records across benefits administration platforms and internal systems.
• Support compliance with applicable benefits regulations, privacy requirements, and company procedures.
• Evaluate existing workflows and recommend improvements to reduce errors, streamline processes, and strengthen the client experience.

Requirements

Our ideal candidate will bring the following experience and qualifications:

• 4+ years of hands-on experience in employee benefits administration, group health insurance, or benefits client service, preferably within an insurance brokerage, benefits consulting firm, or third-party administrator.
• Previous experience supervising, training, mentoring, or serving as a lead resource for client service or benefits administration professionals.
• Demonstrated ability to work directly with insurance carriers to resolve complex eligibility, enrollment, billing, and claims issues.
• Ability to manage competing priorities, monitor team workflows, and ensure deadlines and service standards are met.
• Strong analytical skills with the ability to investigate issues, identify root causes, and implement effective solutions.
• Excellent written and verbal communication skills, including the ability to explain complex benefits information clearly to employees and clients.
• Bachelor's degree preferred or equivalent relevant professional experience.