Client Support Supervisor - Employer Benefits - Marsh Consumer - Urbandale, IA: Marsh

• Anticipates and forecasts workload and staffs appropriately to avoid a reactionary environment and place the focus on sustainable, process oriented, management and solutions.
• Work with the specialist to establish sustainable process and consistency in the deliverables, including but not limited to renewals, stewardships, participant issues resolution and data analysis services.
• Work with Brokers, clients, sales and service representatives in maintaining current clients.
• Gather data and assist with implementation of new clients directed by the client advisor.
• Identify important business needs of client and effectively communicate to the client advisor. Alert functional areas and escalate problems as needed.
• Maintain files on client problems and update management regularly.
• Handle participant and escalated calls.
• Provide monthly performance reporting and quarterly and annual data reports to client executive.
• Oversee resolutions for client situations, changes and exceptions.
• Troubleshoot client issues internally, establish the cause and bring to resolution with collaboration of the client advisor.
• Handle special projects on behalf of the client advisors.
• Gather and review information for annual stewardship reports, provide reports to client executive.
• Communicates updated information to staff.
  
• Monitors staff functions, mentors, and provides feedback to employees.
  
• Analyzes reports to ensure objectives are met and determine ways to enhance departmental productivity.
  
• Attends meetings with other departments to resolve issues and provide updates to management.
  
• Recommends training programs to ensure the continuous education and development of personnel.
  
• May manage new client implementation and existing client business, interfacing with appropriate areas/individuals to ensure objectives are met.
  
• Other duties as assigned.
  

• Bachelor's degree preferred.
• Relevant experience with background in client management or administration.
• Experience with Group Universal Life, auto/home and other ancillary insurance products.
• Ability to follow-through on projects to completion.
• Must be able to work independently, and within a team environment.
• Proven ability to exercise sound judgment and strong problem solving skills.
• Effective written and verbal communication skills, including the ability to communicate information concisely internally as well as externally with remote locations and external clients.
• Demonstrated data analysis skills. Prefer MS Access knowledge.
• Must demonstrate the ability to manage multiple priorities, deliver timely and accurate work products with a customer service focus, and respond with a sense of urgency as required.
• Proficient in the use of personal computers and supporting software in a Windows based environment, including MS Office. Should be knowledgeable in the use of intranet and internet applications.
• Must demonstrate professional and ethical business practices, adherence to company standards, and a commitment to personal and professional development.
• Must be licensed in Life & Health and Personal Lines insurance.