About You:
You will be responsible for fostering positive relationships with clients during the implementation and ongoing delivery of the benefits program. This includes ensuring that client needs are identified, understood, and resolved within MSH International guidelines. Occasional travel may be required.
In this role, you’ll get to:
Collaborate with Sales and Underwriting teams regarding current and potential accounts:
- Provide ongoing evaluation, information, and support during the development of the proposal as it relates to the client Service Function;
- Communicate and implement changes to plan design for current clients;
- Provide input on products and contract knowledge as it pertains to the program offered;
- Act as a business partner with assigned brokers and clients including interaction and negotiation as appropriate to continuously manage a book of business;
- Assess risk while making appropriate decisions within own underwriting authority, and make appropriate recommendations to Management.
Implementation of new accounts:
- Establish client and/or broker relationships to finalize administrative practices;
- Provide implementation guidelines to Third Party Administration, Billing, Accounting, and Underwriting and Medical Underwriting departments and ensure tasks are completed via the implementation checklist;
- Coordinate and finalize the production and approval of policy documents with Policy Issue Team and Underwriting;
- Assist with the development of communication materials in consultation with the client;
- Implement orientation and documentation programs for clients as required.
Management of Account Portfolio:
- Responsible for all aspects of managing assigned accounts, financial reviews such as the annual renewal including detailed review of renewal action;
- Maximize client relationships and client retention;
- Manage client expectations;
- Strive to meet with clients in person every quarter;
- Provide daily customer service and troubleshooting as required, contract interpretation, confirmation of procedures, claims, and billing information;
- Resolve non-routine, sensitive claims and financial issues as they arise where guidelines are sometimes not available or where a decision must be made in consultation with management;
- Generate and implement solutions to client concerns;
- Provide training to new client administrators;
- Arrange and participate in employee meetings, when requested, ensuring that they are consistent and sensitive with client needs;
- Cooperate with all departments to ensure service standards as determined by the manager are met;
- Assist sales with the remarketing of current or amended programs as required by existing clients;
- Develop carrier relationships and provide communications as necessary;
- Identify revenue opportunities of existing clients;
- Provide backup to accounts assigned to other Account Managers.
Annual Renewal of Policies:
- Gather information from all internal departments as it pertains to the semi-annual and annual client financial reviews;
- Provide input to the underwriter in response to preliminary semi-annual and annual client financial reviews;
- Collaborate and negotiate annual renewal with the underwriter;
- Delivery and presentation of the financial review to the client and/or broker;
- Communicate to all departments the rate and plan changes as per financial review.
Assist in the identification, development, and implementation of efficiencies and quality assurance within the product and service delivery:
- Attend regular Account Management meetings and/or training sessions to voice current issues and progress;
- Conduct ongoing reviews regarding content and usability of client documentation;
- Provide feedback to Management as required;
- Provide input to the Information Technology Team regarding system enhancements and /or changes required to support ongoing account administration, as well as to address requirements as initiated by clients;
- Create and provide opportunities for clients to provide feedback regarding product delivery and customer service.
What you bring:
- College/University degree in Marketing, Sales, or a related field, or equivalent experience.
- Relevant licenses or willingness to obtain them within 6 months.
- 3-5 years of relevant experience, with a solid understanding of group benefits.
- Strong Microsoft Office skills.
- Exceptional communication in both English & French/Spanish and client service skills.
- Proven ability to build relationships, multitask, and adapt to change.
Additional Notes:
- The hours of work are 9-5, Monday through Friday, with additional hours as per the needs of the business
- You will be required to travel
What’s in it for you:
- Hybrid work environment
- Excellent health benefits
- Employee assistance program
- Wellness account
- RRSP matching
- Minimum 3 weeks’ vacation
- Generous allowances for sick and flex days
- Tuition reimbursement program
- Opportunities to learn new skills, grow, and move into different roles
- A work environment that embraces diversity and promotes inclusivity.
- Supportive leadership prioritizes your success and cares about your well-being.
- A growth trajectory that is designed to expand both vertically and horizontally, providing you with opportunities to pursue your passions and acquire new skills.
MSH is an Equal Opportunity Employer
MSH Americas is an equal opportunity employer and does not discriminate against any employee or applicant for employment based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law. We encourage and welcome applicants from all backgrounds to apply for our open positions.
Removing obstacles to offer fair access to jobs is our top priority. When a candidate asks for reasonable accommodation throughout the application process, a Human Resources professional will assist them. The information provided during the accommodation request process will be handled, saved, and utilized by the laws that apply to it as well as the rules of MSH International.
