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About the Role
Assume overall responsibility for managing undedicated client accounts ranging from 2 to 99 lives. This role serves as the main contact for the client for ongoing service and is the customer’s resource for consultative advice on contracts, plan structure, financial and renewal questions, escalation of claim issues, and other administrative aspects of their plan.
Responsibilities
- Understand client business, issues, and needs through required proactive phone contact.
- Build and maintain positive ongoing client relationships.
- Provide continual education to clients on Reliance processes, policies, and procedures.
- Respond to customer inquiries regarding coverage questions, billing issues, underwriting status updates, and other aspects of the benefit plans.
- Facilitate smooth operational functions by working closely with resolution specialists in billing, underwriting, claims, and other internal departments.
- Maintain thorough knowledge of all service activities associated with assigned clients.
- Present complete understanding of all issues to clients to ensure a seamless client experience.
- Utilize best practices and follow standard operating procedures.
- Identify internal process, policy, procedure, or technology issues that may adversely impact client satisfaction and work with management to implement solutions.
- Contribute to and participate in departmental and organization-wide projects and committees designed to enhance service, improve efficiency, and improve knowledge.
- May be responsible for New Producer set-up, ensuring accurate information in internal systems.
Requirements
- Demonstrated exceptional customer service acumen.
- Strong consulting, negotiation, and leadership skills.
- Deep product/maintenance knowledge (including plan designs, funding, banking, etc.) with a high degree of operational effectiveness.
- Ability to balance the needs of the client with that of the business.
- Strong communication skills.
- Ability to build and maintain collaborative working relationships at all levels.
- Planning and organization skills.
- Multi-tasking abilities.
- Proven analytical skills.
- Ability to prioritize incoming customer queries and maintain responsiveness commitments.
- Ability to adapt to change.
- Ability to work independently.
- Computer proficiency in Excel and Word.
- Ability to represent Reliance in a professional manner.
- Knowledge of group insurance, products, contracts, and services.
- Understanding of state regulations applying to group plans.
- Knowledge of underwriting principles and practices.
- Ability to Travel: Up to 10%.
Skills
- Customer service acumen
- Consulting skills
- Negotiation skills
- Leadership skills
- Product/maintenance knowledge
- Operational effectiveness
- Communication skills
- Relationship building
- Planning skills
- Organization skills
- Multi-tasking
- Analytical skills
- Prioritization
- Adaptability
- Independent work
- Computer proficiency (Excel, Word)
- Professional representation
- Group insurance knowledge
- State regulations knowledge
- Underwriting principles knowledge
Location
- Pittsburgh, PA
Work Type
- Hybrid
Experience Level
- Related experience preferred
Education Level
- Associate degree (AS/AA)
- Bachelors Preferred
- State Insurance License preferred
Salary/Compensations
- $56,640.00 - $70,810.00 annually
Benefits
- An annual performance bonus for all team members
- Generous 401(k) company match that is immediately vested
- A choice of three medical plans (that include prescription drug coverage)
- Company contribution to Health Savings Account for High Deductible Health Plan enrollees
- Multiple options for dental and vision coverage
- Company provided Life & Disability Insurance
- Family friendly benefits including Paid Parental Leave & Adoption Assistance
- Hybrid work arrangements for eligible roles
- Tuition Reimbursement and Continuing Professional Education
- Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays
- Volunteer days, community partnerships, and Employee Assistance Program
- Ability to connect with colleagues around the country through our Employee Resource Group program
About the Company
- At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential.
- Our Values: Integrity, Empowerment, Compassion, Collaboration, Fun
Equal Opportunity
- Reliance Matrix is an equal opportunity employer.
- We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation.
- We assure you that your opportunity for employment depends solely on your qualifications.