Client Service Representative

As a member of our Large Market, the Client Service Representative is a critical contributor to achieving a high level of client satisfaction and retention with the collaboration and support of a cross-functional team of Producers, Account Managers, and Underwriters. The key responsibility within this role is to manage the tangible day-to-day client support for all services and products delivered to clients in order to align with the strategic vision of our partnership. The primary responsibilities of the CSR is to evaluate client benefit plans and design changes, develop and implement solutions to client issues, and participate in a cross functional team to support Producers, Account Managers, and Underwriters in servicing clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited, to the following:

• Conduct plan audits, including review and insurance of contracts, amendments and other documents, to ensure compliance and appropriate documentation;

• Review and complete compliance and renewal checklists for assigned clients;

• Interpret plan documents to answer client questions;

• Develop newsletters, benefit summaries and highlight brochures;

• Review and revise benefit materials, communicating benefit updates and changes to clients and their employees;

• Manage the enrollment portal process, meet quality and timing objectives, and effectively communicate resolution of issues;

• Keep all aspects of CRM up-to-date;

• Create and maintain paper and online files for all clients

• Coordinate special projects, including, dependent eligibility audits and benefits statements;

• Coordinate and support needs generated by the Compliance Department such as, but not limited to, review form 5500 data requests;

• Work directly with carriers to resolve disputed claim and eligibility issues for clients and their participants;

• Resolve participant-level issues as is needed;

• Document issues in Trion Issues Management System (TIMS);

• Manage the issue resolution process, meet quality and timing objectives and effectively communicate resolution issues;

• Generate and distribute Medicate Part D participant notices to clients;

• Conduct benchmarking analysis for assigned clients;

• Analyze impact of new federal and state regulations on clients' benefits plans and provide guidance to clients;

• Draft renewal and strategy documents and assist in presenting to clients;

• Make decisions concerning open enrollment timing, procedures and documentation;

• Coordinate and conduct open enrollment meetings;

• Review benefit materials, communicating benefit updates and changes to clients and their employees;

• Manage all activities required to properly implement and service new business;

• Manage vendor relations and activities during plan changes and for ongoing service;

• Manage and prioritize work requests.

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor's degree or equivalent work experience

• Minimum of 2 years client service experience in benefits brokerage and insurance, benefits consulting or benefits administration

• Life and Health License preferred; If not licensed, required to obtain Life and Health License within first 90 days of employment.

WORK LOCATION

• Work is typically performed in a hybrid manner based out of our Conshohocken,

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.