Client Service Manager

Trustmark’s mission is to improve wellbeing – for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities.

About the role

Key Accountabilities:

• Serve as the primary contact for broker and employer groups to research and resolve service issues (claims, enrollment, billing, pharmacy, etc.).  Oversee intake and prioritization of internal and external inquiries.  Manage the end-to-end service workflows and monitor open service cases with timely follow-up.  Use independent judgment to resolve complex issues while balancing client needs with organizational policies.  Determine appropriate solutions and approve exceptions or escalated items within authority limits.
• Collaborate with client retention executive on plan renewals and preparation, including plan changes, identifying client needs, and ensuring alignment with client goals.  Exercise judgement in managing timelines, documentation and issue resolution to ensure successful renewals.  Prepares and processes renewal contracts and paperwork accurately and timely.
• Welcome and educate new clients and brokers on Trustmark products and processes while ensuring a smooth transition from prior carriers and from new sales.  Coordinate setup, system configuration, and delivery of onboarding materials; and conduct enrollment meetings as needed.
• Identify customer service trends and develop job aids and process documentation.  Recommend and influence implementation of process improvement, insights on broker and employer needs, competitive dynamics, and operational challenges.  Conduct root-cause analysis on recurring issues, and lead initiatives to address systemic problems.  Represent client management in cross-departmental committees and projects focused on service operations and client experience. 

Minimum Requirements:

• Minimum 2-4 years’ experience in health insurance, employee benefits, or related customer focused roles.
• Experience working with brokers or employer groups.
• Strong understanding of medical insurance products and contracts.
• Excellent communication skills with the ability to simplify complex information.
• Proved complex problem-solving capabilities.
• High attention to detail and strong organizational skills
• Proficiency with CRM systems, enrollment platforms, Microsoft Office, and Adobe.
• Customer-focused mindset with strong problem-solving and analytical skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Professionalism and relationship-building skills.

Preferred:

• Active life and health license or ability to complete/obtain within first year of employment with company support.
• Bachelor’s Degree or equivalent experience.

The compensation range for this role is (based on the corporate location in Lake Forest, Illinois):

The final salary offer will be determined based on factors such as location, qualifications, experience, skill set, and other relevant factors. This position may also be eligible for bonus. We understand that compensation is an important factor when considering a new opportunity, and we strive to provide a competitive salary within the market.

Brand: Trustmark

In addition to compensation, we offer a comprehensive benefits package that includes: Health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives. We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.  For questions about compensation and benefits, please speak to the Recruiter if you decide to apply and are selected for an interview.

Trustmark is committed to leveraging the talent of a diverse workforce to create great opportunities for our people and our business.  We are an equal opportunity employer, including disability and protected veteran status.