Client Service Consultant

Introduction

Discover a world of endless possibilities at Gallagher Benefit Services, where you'll have the power to shape the future of workplaces across industries. As a member of our team, you become the driving force behind positive change, helping clients build environments where employees thrive. Embrace the opportunity to impact lives, unlock potential, and create a legacy of remarkable transformation.

We believe that every candidate brings something special to the table, including you! So, even if you feel that you're close but not an exact match, we encourage you to apply.

Overview

In conjunction with the Health & Welfare Producer, the Client Service Consultant's goal is to ensure, oversee and drive delivery of exceptional service to Gallagher's more complex upper-mid, large and jumbo clients and guide the service team through client strategy execution and champion Branch initiatives and priorities. Ultimately the Client Service Consultant is responsible for ensuring the execution of every aspect of service for a client and will assist the rest of the service team with any service-related tasks to guarantee success.

How you'll make an impact

Relationship Manager and Retention:

• Maintain 98% retention

• Primary point of contact for Executive level/Corporate contacts in conjunction with Producer

• Secondary point of contact (behind Client Manager and Client Associate) for day to day issues

Strategic Consulting:

• Interprets client needs and provides direction to account management team and shared resources to manage workflow, ensure follow-through and delivery of projects and tasks

• Maintain comprehensive understanding of clients' needs, and in partnership with producer, ensure presentation of appropriate coverage solutions that support and enhance the clients' culture, values and mission

• Direct research to strategize content and solutions for quarterly/semi-annual experience reporting

• Effectively communicate content of financial reports to client and/or facilitate touchpoints with HCA when appropriate

• Convey implication of financial performance of plan anomalies and provide solutions to address areas of concern

• Regularly review client data to analyze trends, identify issues and deliver appropriate solutions, including plan design modeling, funding solutions, networks, contract issues, etc.

• Proactively provide clients with insight and advise them on health and welfare issues and trends

• Identifies and ensures internal and external client groups are well-informed of current and upcoming compliance and employee benefits related issues and trends

• Communicate current or potential client issues with producer, and collaborate with sales and service team to identify and implement solutions

• Collaborate with service team and provides oversight and direction on RFP, vendor vetting and presentation strategy

Producer Partner:

• Continuous contact with producer throughout the year to discuss strategic goals and direction for each client and coordinate with Service Team to ensure that those promises are being met

• Work with the Producer prior to milestone meetings (Strategy Planning/Stewardship, Pre-Renewal and Renewal) to develop strategic direction and flow of presentations

• Communicate the strategic direction to both the service and project team members assigned to the client, oversee the development of the presentation and provide final review of presentation prior to submitting to the Producer (the goal is to have presentation 99% complete prior to producer involvement)

• Attend all client meetings and prospect meetings as needed to support the Producer

Capability and Solution Specialist: Connect opportunities within the broader Enterprise

• Active participation in client meetings to determine various needs

• Facilitate conversations based on current business landscape with clients that show we understand their challenges and are prepared with potential solutions

• Review book of business throughout the year to identify white space opportunities and formulate a plan on how to accomplish introducing and implementing a solution(s)

Carrier and Vendor Partner Relationships:

• Establish strong connections and relationships with our vendor partners at multiple levels throughout their organizations

• Understand each of their value propositions, product offerings, etc. in order to better assist our clients to inform strategic direction

Assist with high level issues:

• Establish a weekly meeting cadence with both service and project team Client Managers and Client Associates to go through issues that warrant Service Consultant involvement and to ensure all deadlines are being met or changes in deadlines are being communicated to the client.

• Provide guidance to Client Managers and Client Associates on various avenues for resolution, without being in the middle

• Serve as a high level contact for both the client and service team members

• Support positions that might be considered unpopular to do what is right for the client, Gallagher and employees

Team Education:

• Work closely with Client Service Leaders to identify knowledge gaps or learning opportunities

• Provide coaching and training on an as needed basis

• Delegate decision making and problem solving responsibilities to team members while maintaining appropriate oversight

• Be an active participant in team huddle meetings by sharing carrier updates, client specific knowledge and deliverables needed, etc.

About You

Required:

• Bachelor's degree with 7+ years client service and/or claims management experience.

• Must hold appropriate licensing as required and be able to travel up to 50% of the time.

• Proficiency necessary in Microsoft office applications and in using technology as a tool to maximize productivity and quality.

• Previous experience in managing client relationships essential.

• Must possess strong written and verbal communication skills.

Preferred:

• Previous Broker/Consulting experience

• Insurance knowledge

• Solid financial acumen

Behaviors/Work Traits:

• Excellent verbal and written communication

• Feels comfortable in giving and receiving constructive feedback

• Develops professional relationships with internal and external stakeholders

• Trains and develops lower-level staff, manages and assigns work, meets deadlines, works collaboratively as well as

independently

• Supervises the sale of products/services by enhancing sales or services to prospects and existing accounts

• Has an enhanced understanding of general business and financial concepts

• Constantly seeks to improve personal efficiency and productivity

• Clarifies priorities/requests and follows through on commitments

• Proactively takes on additional responsibilities in support of the team

• Oversees Client Service Cycle and renewal process

• Accountable for compliance of GBS standards

• Trains more junior staff on established policies, practices, products and services

• Actively seeks to develop and enhance professional skills

• Demonstrates composure, stamina and resilience under pressure

• Builds knowledge of Gallagher tools, systems and shared resources

• Is willing to go the "Extra Mile" to achieve results that benefit the client, the Branch and Gallagher

• Accountable for managing client relationship by serving as a strategic relationship partner and client liaison

• Is able to adapt quickly to a variety of circumstances, and change approach when necessary

#LI-MB1

Compensation and benefits

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the minimum core benefits you'll get, depending on your job level these benefits may improve:

• Medical/dental/vision plans, which start from day one!

• Life and accident insurance

• 401(K) and Roth options

• Tax-advantaged accounts (HSA, FSA)

• Educational expense reimbursement

• Paid parental leave

Other benefits include:

• Digital mental health services (Talkspace)

• Flexible work hours (availability varies by office and job function)

• Training programs

• Gallagher Thrive program - elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing

• Charitable matching gift program

• And more...

We value inclusion and diversity

Click Here to review our U.S. Eligibility Requirements

Inclusion and diversity (I&D) is a core part of our business, and it's embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees' diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as "protected characteristics") by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.