Implementation Specialist II

Job Responsibilities and Requirements

The Implementation Specialist II will manage the case submission process for all new business or new lines of coverage for employers with lives between 500 - 1,999 lives. This role will be responsible to develop relationships with sales, account management, brokers, and policyholders to effectively secure correct information to ensure flawless implementation of new business.

This position will serve as the internal and external point of contact, managing the implementation of new business and NBOC (new business old contract) from the point of notification of sold through the fourth billing cycle and premium payment.

Client and Broker Support

• Lead the implementation process for all new sold business with establishing protocols and communication mode on a successful onboarding experience for the customer.

• Partner with sales, broker and internal departments for a flawless new case set up.

• Obtain and review all sold case documents necessary to implement a group.

• Review group information and gather all customer data necessary to have new lines of business set up in RSL systems.

• Work closely with Policy Administration Specialist for system set up.

• Manage first bill through fourth bill cycle for accuracy and premium payment receipt.

Relationship Management

• Interface with home office partners and the RSO (Regional Sales Office) sales/service team to develop solutions to broker and client's specific needs, and to proactively communicate/document potential issues.

• Work closely with appropriate RSO sales and service, internal and external resources to manage and deliver smooth and effective new client installations.

• Mentor and coach new Implementation Specialists.

Administrative

• Maintains account management database (salesforce and/or RSL databases) for assigned clients.

• Completes all sold case documentation and tracks all deliverables and project plans.

• Submits case request documentation to new case submission specialist for new case submission data entry.

• Achieves or exceeds assigned metrics for client implementations and customer satisfaction.

• Delivers exceptional customer service as the main point of contact for all of the client implementation.

Required Knowledge, Skills, Abilities and/or Related Experience

• Bachelor's Degree in General Business or related field

• 2 years of group insurance experience in an identical or similar position. Preferable additional work history would include positions requiring a bias towards providing superior client service and satisfaction.

• Group Life and Health License Preferred

• Self-driven, motivated individual with a consultative mindset and excellent skills at building strong relationships.

• Excellent written/verbal communication and customer diplomacy skills.

• Proven ability to multi-task, deliver superior customer service, deal with tight deadlines and demonstrate superior analytical and problem solving skills.

• Strong expertise in using basic Microsoft Office applications, including PowerPoint, Excel and Word.

• Ability to become subject matter expert on all relevant internal Reliance Standard systems.

Ability to Travel: None

Hiring Range: $$26.32 - $$32.91 Hourly

• The hiring range listed in this posting represents the expected hiring range for work performed in the primary location (Phoenix, AZ). If this role is eligible for remote work, or will report to a different office than the one listed above, the hiring range may differ.

Work location may be flexible if approved by the Company.

What We Offer

At Reliance Matrix, we believe that creating a more diverse, equitable and inclusive culture allows us to realize more of our potential. And we can't do this without our most important asset-you.

That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.

Our 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) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account

• Multiple options for dental and vision coverage

• Company provided Life & Disability Insurance to ensure financial protection when you need it most

• Family friendly benefits including Paid Parental Leave & Adoption Assistance

• Hybrid work arrangements for eligible roles

• Tuition Reimbursement and Continuing Professional Education

• Paid Time Off, volunteer days, community partnerships, and Employee Assistance Program

• Ability to connect with colleagues around the country through our Employee Resource Group program and our Diversity Equity & Inclusion Council

Our Values:

• Integrity

• Empowerment

• Compassion

• Collaboration

• Fun

EEO Statement

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.

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