Director of Client Experience, Group Benefits (Hybrid)

Associated Insurance and Risk Management Advisors; Rolling Meadows (IL); Hybrid; USD 140,000 - 200,000; Full time

Benefits offered by this job

Hybrid work schedule

Bonus eligibility

Job summary

Associated Insurance and Risk Management Advisors seeks a Director of Client Experience, Group Benefits to lead the client, employee, and carrier experience across our Employee Benefits practice. You will design onboarding through renewal strategies, improve service standards, and drive high client satisfaction and retention.

The role requires 7+ years in client service within employee benefits, strong leadership, and expertise in benefits administration platforms.

Qualifications

• Bachelor's degree in Business Administration, HR, Marketing, or related field.
• 7+ years in client service/experience within employee benefits at brokerage or consulting.
• Knowledge of group health and welfare plans and funding arrangements.
• Understanding of ACA, ERISA, COBRA, HIPAA compliance and impact on client service.
• Life & Health license preferred; CEBS/GBA or similar a plus.

Responsibilities

• Develop and implement a client experience strategy for the Group Benefits practice.
• Map and standardize the client journey across the plan year.
• Partner with servicing teams to set service standards and reporting.
• Improve client employee experience by addressing claims, eligibility, and billing issues with carriers and TPAs.
• Hold carrier and vendor partners accountable to service expectations for implementations and ongoing needs.
• Collaborate with marketing and sales to create client engagement strategies and HR education.
• Develop metrics to measure client satisfaction and performance across touchpoints.
• Lead and develop the Client Services team and manage performance.

Skills

Client experience

Leadership

Project management

Communication

CRM software

Microsoft Office

Education

Bachelor's degree in Business Administration

CEBS/GBA designation a plus

Tools

Employee Navigator

PlanSource

bswift

Applied Epic

Job description

Associated Insurance and Risk Management Advisors seeks a Director of Client Experience, Group Benefits to lead the client, employee, and carrier experience across our Employee Benefits practice. You will design onboarding through renewal strategies, improve service standards, and drive high client satisfaction and retention.

The role requires 7+ years in client service within employee benefits, strong leadership, and expertise in benefits administration platforms.