Senior Client Service Executive

Company:

Marsh

Description:

SUMMARY

The Sr. Client Service Executive is responsible for retention and expansion of assigned book of business and participating in the procurement of new business. This position also acts as an industry expert resource and thought leader for associates across the Employee Health & Benefits Division.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Oversee ongoing client service and business development activities.
• Provide thought leadership, strategic analysis and consulting expertise for client’s total rewards program.
• Work on complex client initiatives and provide innovative and effective solutions.
• Drive client changes by recommending improvements based on changing employee benefit legislation, suggesting strategies to address client concerns, and providing resolutions if discrepancies, errors or inconsistencies are contained within the information.
• Independently maintain a minimum of $1.5M – 2M+ book of business with limited involvement by Principal, producer, and/or Client Service Executive.
• Identify and develop cross-sell opportunities within book of business to grow revenue in accordance with office business objectives.
• Participate in new business presentations and assist producers with consulting on large/complex prospects
• In addition to strong HR relationships, focus on development of strong C-suite relationships and developing high level COIs (Centers of Influence).
• Regularly represent MMA through attendance at business, carrier and community events.
• Make yourself available as a speaker or panelist for professional industry meetings, events or speaking engagements.
• Lead the client service team members to:
• Ensure all expectations and client needs are met.
• Provide oversight of clients’ legal documents such as contracts, plan documents, Summary Plan Descriptions and 5500’s.
• Create an environment oriented to trust, open communication, and cohesive team effort.
• Facilitate problem solving and collaboration when faced with client difficulties.
• Focus the team on client requirements, familiarizing them with client specifications, work procedures and processes, quality standards, techniques and tools to support performance.
• Provide necessary business information to enhance the service team’s and division’s professional development.
• Provide oversight to ensure deliverables satisfy client requirements, cost and schedule.
• Work closely with Employee Benefits Division Director to obtain necessary resources to support the team’s requirements, discuss project impediments, and to escalate issues which cannot be resolved by the team.
• Ensure good file maintenance with documentation of account issues and maintenance of the Agency Management System.
• Help associates address and resolve a wide variety of concerns which typically involve job duties, performance standards, and relations with coworkers.
• Evaluate performance and provide ongoing constructive feedback and coaching regarding achievement of goals and skills need to be successful in the position.
• EH&B Division Duties:
• Act as team or subject matter expert and specialized resource. Keep abreast of industry trends, changing markets, reviewing and mastering new or evolving specializations, policies or products.
• Provide thought leadership to the EH&B department by participating and/or leading the evaluation and implementation of new trends, policies, products and carrier agreements.
• Working with Human Resources and others within the department for recruitment, screening and interviewing of candidates to select the best-qualified candidates for openings within the team.

EDUCATION AND/OR EXPERIENCE

Successful candidate will be a service oriented individual with high personal standards and a hands-on work style. This position requires an individual who is comfortable working at a varying pace, managing multiple tasks and deadlines simultaneously, adjusting priorities often, and managing frequent interruptions. This position interacts with and provides service to a large group of internal associates and has high levels of contact with external vendors. The Sr. Client Service Executive must be positive and approachable, and work effectively with diverse personalities. In addition, the following is required unless otherwise noted:

• Successful work history to include 10-15 years of service / sales experience in large client group health and welfare products / markets.
• Bachelor degree strongly preferred.
• Professional history must show increasing levels responsibility directly related to the performance of the above duties.
• Expert knowledge with the Employee Benefits marketplace to include unique business industry needs, educational and professional development associations, carriers, and other broker agencies. Strong knowledge of and experience with alternative funding and plan designs.
• Current technical knowledge and understanding of Employee Benefit federal and state legislation.
• Proficiency with personal computers and Microsoft Office applications (i.e., Word, Excel and PowerPoint) with the ability to operate standard office equipment is required.
• Ability to make independent decisions and use good judgment in addressing and servicing client and team needs.
• Strong communication skills with the ability to provide non-technical explanations to technical matters, and summarize and present information in a clear, concise and accurate written and verbal format.
• Skill in organizing resources and establishing priorities.
• Demonstrated ability to resolve problems and present results neatly, with clarity and precision in oral and written form.
• Demonstrated ability to develop, plan, and implement short- and long-range goals.
• Maintain a valid, unrestricted California Life & Disability License and meet continuing education requirements.
• Maintain a valid Driver’s License & have reliable transportation.

WORK ENVIRONMENT & PHYSICAL DEMANDS

• Ability to use computer keyboard and sit in a stationary position for extended periods.
• Work is performed in a typical interior/office work environment.
• 15% - 30% travel may be required. Travel consists of 1 – 2 overnight trips per year covering areas both in and out of state. In addition, 1 – 2 days per week are spent visiting clients within the San Diego County.
• Extended work hours (10 – 12 hrs/day) required on occasion due to attendance and participation at networking and industry functions that begin well before the workday, and may extend well into the evening.

The applicable base salary range for this role is $81,300 to $173,300. The base pay offered will be determined on factors such as experience, skills, training, location, certifications, and education. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives. We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.

We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. Marsh & McLennan Agency offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: http://marshmma.com/careers.

The applicable base salary range for this role is $117,900 to $219,800.The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.