- Act as a liaison between clients, partners, and internal teams to ensure satisfaction with all products and services. - Serve as a primary point of contact for groups and policyholders. - Collaborate across departments to research, gather, and analyze data on products, services, and customer satisfaction to support acquisition and retention efforts. - Provide client and prospect feedback to the product development team. - Manage ongoing client relationships, including overseeing partner programs, contracts, and the renewal process. - Identify and escalate potential risks that could impact business relationships. - Participate in sales presentations, proposals, and product demonstrations. - Assess the feasibility and potential impact of new programs on the company. - Process new accounts in coordination with the sales team and product carriers. - Collaborate with marketing and product teams to develop effective sales strategies for both new and existing products. - Educate and support the sales team on carrier products and processes. - Foster and expand sales partnerships with key accounts by monitoring service levels, managing client satisfaction, and identifying upsell opportunities. - Maintain accurate records in Agencybloc and ensure CRM systems and files are up to date. - Prepare and present sales reports to the leadership team during company meetings. - Proactively assess customer activity, anticipate needs, and enhance customer satisfaction. - Perform additional tasks as needed to support clients and the sales team.

- Assessed client needs related to Voluntary Benefits and developed tailored plans to meet both current and future objectives. - Resolved customer complaints or issues promptly to ensure satisfaction with services provided. - Maintained regular communication with territory, regional, and strategic managers to receive daily support and strategize account planning. - Built strong client relationships and delivered high-value services, driving increased production for partner brokers. - Proactively contacted customers at the onset of issues to resolve them swiftly and prevent escalation. - Tackled challenges with a proactive and knowledgeable approach to maintain and enhance client satisfaction. - Managed broker enrollments, ensuring that customers' selections of Employer-offered Voluntary Benefits were properly set up in systems, followed through to the issuance of ID cards and first bills. - Trained agents/brokers on the full functionality of the producer website, proprietary enrollment systems, and technology tools such as Skype or GoToMeeting for enrollments and informational sessions. - Investigated premium, enrollment, and billing discrepancies on behalf of the Sales Vice President for employer contacts. - Responded to customer inquiries via phone and email, providing timely assistance. - Collaborated with Sales, Underwriting, and Account Management teams to successfully onboard new Employer groups, ensuring all members were enrolled in Voluntary Benefit products with proper coverage for each individual and their dependents. - Managed documentation tasks such as copying, logging, and scanning supporting materials. - Verified data integrity and accuracy to maintain system reliability. - Conducted initial client assessments and analysis to identify potential issues during the implementation of new groups.