<p>Job Responsibilities and Requirements</p> <p>In this role, you will collaborate closely with sales, underwriting and external relationships to execute on customer commitments while leading a team of 6-10 Client Service Representatives. The Client Service Representative will have overall responsibility for managing client accounts ranging from 2 to 99 lives.</p> <p>Management</p> <ul> <li> <p>With the Field Service Director, leads a team of Client Service Representatives within assigned Region. Effectively manage all business functions and workflow in support of corporate sales, persistency and profitability goals. This includes (but is not limited to):</p> </li><li> <p>Managing the Client Service Representatives' documentation per current established standards and Service Level Agreements.</p> </li><li> <p>Responsible for process improvement, developmental assignments, coaching and day-to-day management. Secures right resources to accomplish objectives.</p> </li><li> <p>Motivates staff with appropriate recognition and feedback.</p> </li><li> <p>Prepare regular performance evaluations and development plans.</p> </li><li> <p>Hire, discipline and participate in employee terminations.</p> </li><li> <p>Communicate and provide accurate job descriptions as well as career path footprints for designated Client Service Representatives.</p> </li><li> <p>Work with Director, Field Service to successfully achieve targeted service personnel turnover goals.</p> </li><li> <p>Adhere to best practice management standards, as determined by Service leadership (i.e., core processes/workflows, staff meetings structure, performance review standards, etc.)</p> </li><li> <p>Work with Director, Field Service, VP and other RSMs in developing contingency plans to ensure uninterrupted service support for the Region. Includes designation/establishment of work coverage duties support staff.</p> </li><li> <p>Coordinate temporary worker/ interim hiring solutions as required and approved by Service operations leadership.</p> </li><li> <p>Establishes, encourages and builds strong business relationships with appropriate groups.</p> </li><li> <p>Responsible for the following product knowledge: Life, Disability, Dental/Vision, Leaves and Voluntary Benefits</p> </li></ul> <p>Account Management</p> <ul> <li> <p>Responsible for account management and oversight of service for clients in region. Leads and manages of team of people to ensure high customer satisfaction and persistency.</p> </li><li> <p>Manages customer relationships through a team of Client Service Representatives; handles escalated customer issues for assigned customer base; attends client/broker meetings were appropriate. Manages timely delivery of reporting by team; collaborates with claims, contracts, underwriting and sales to ensure exceptional service delivered to the customer.</p> </li><li> <p>Accountable for management of project expectations/results; Balances client needs with RSL capabilities, allocates resources as appropriate.</p> </li></ul> <p>Sales</p> <ul> <li>If required, reviews RFPs and actively participate with the Sales in finalist presentations - on an as needed base only. </li></ul> <p>Administrative</p> <ul> <li> <p>Utilize the best practices and follow standard operating procedures. Also, identify internal process, policy, procedure or technology issues that may be adversely impacting client satisfaction. Work with Regional Service Manager to identify and implement solutions.</p> </li><li> <p>Contribute to and participate in departmental and organization-wide projects and committees designed to enhance service, improve efficiency, and improve knowledge.</p> </li></ul> <p>Education, Qualifications and Experience:</p> <ul> <li> <p>Relevant Bachelor's Degree and at least 5 years of group insurance experience servicing accounts and/or account management.</p> </li><li> <p>Minimum of 2 years of relevant supervisory experience, including superior influencing skills at all levels of staff and management</p> </li><li> <p>State Insurance License required.</p> </li><li> <p>A successful regional service manager demonstrates strong customer service acumen, strong consulting/negotiation/leadership skills, deep product/maintenance knowledge (including plan designs, funding, banking, etc.) with a high degree of operational effectiveness. The position must balance the needs of the client with that of the business</p> </li><li> <p>Demonstrated success in managing performance of team; engages team members in talent management and development opportunities, and builds a positive and respectful work environment</p> </li><li> <p>Makes personnel decisions on hiring, terminating, discipline, transfer, advancement and promotion in accordance with Company policies and procedures.</p> </li><li> <p>Excellent communication and presentation skills</p> </li><li> <p>Excellent customer service soft skills</p> </li><li> <p>Strong consultative, negotiation, persuasion and influencing skills - sales orientation</p> </li><li> <p>Ability to build and maintain collaborative working relationships at all levels</p> </li><li> <p>Open and honest communicator</p> </li><li> <p>Strong Facilitation and presentation skills</p> </li><li> <p>Planning and Organization skills, multi-taking</p> </li><li> <p>Proven strong financial aptitude/analytical skills</p> </li><li> <p>Ability to adapt to change</p> </li><li> <p>Ability to work independently</p> </li><li> <p>Computer proficiency in Excel, Word and PowerPoint</p> </li><li> <p>Ability to represent Reliance in a professional manner</p> </li><li> <p>Solid knowledge of group insurance, products, contracts, and services</p> </li><li> <p>Understanding of state regulations applying to group plans</p> </li><li> <p>Knowledge of underwriting principles and practices</p> </li></ul> <p>Ability to Travel: Up to 25%</p> <p>The expected hiring range for this position is $109,090.00 - $145,630.00 annually for work performed in the primary location (New York, NY). This expected hiring range covers only base pay and excludes any other compensation components such as commissions or incentive awards. The successful candidate's starting base pay will be based on several factors including work location, job-related skills, experience, qualifications, and market conditions. These ranges may be modified in the future.</p> <p>Work location may be flexible if approved by the Company.</p> <p>What We Offer</p> <p>At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can't do this without our most important asset-you.</p> <p>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.</p> <p>Our Benefits:</p> <ul> <li>An annual performance bonus for all team members </li><li>Generous 401(k) company match that is immediately vested </li><li>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 </li><li>Multiple options for dental and vision coverage </li><li>Company provided Life & Disability Insurance to ensure financial protection when you need it most </li><li>Family friendly benefits including Paid Parental Leave & Adoption Assistance </li><li>Hybrid work arrangements for eligible roles </li><li>Tuition Reimbursement and Continuing Professional Education </li><li>Paid Time Off - new hires start with at least 20 days of PTO per year in addition to nine company paid holidays. As you grow with us, your PTO may increase based on your level within the company and years of service. </li><li>Volunteer days, community partnerships, and Employee Assistance Program </li><li>Ability to connect with colleagues around the country through our Employee Resource Group program </li></ul> <p>Our Values:</p> <ul> <li>Integrity </li><li>Empowerment </li><li>Compassion </li><li>Collaboration </li><li>Fun </li></ul> <p>EEO Statement</p> <p>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.</p> <p>#LI-Hybrid #LI-AS1</p>