Job Description

Job Title : Client Services Associate  

Job Code : E 01405 

Grade Level : 26 

FLSA Status : ​ Exempt ​ 

D epartment : Account Management   

R eports To : Client Services S upervisor  

D ate Written : May 2025 

Position Summary  

The person in this position will serve as the primary operational and administrative contact for our client partners and be responsible to facilitate and develop solutions to client inquiries which effectively meet customers’ requirements through timely and thoughtful service delivery. This role will be a key contributor to client management, retention, and relationship building by supporting and supplementing the Account Managers’ efforts internally and externally on their assigned groups.  

Essential Functions and Job Responsibilities  

• Work with Account Managers on their assigned base of enrolled groups (either direct or through a broker or consultant) to ensure customer satisfaction and retention.  
• Coordinate with other departments and facilitate and manage resolution of claim, eligibility, and benefit issues to guarantee responsive service and client satisfaction with all services provided by Delta Dental.  
• Follow through on inquiries with either verbal or written responses regarding claims, benefit payments, eligibility , and a variety of general information questions.  
• Ensure timely production and delivery of standard reporting packages, on a monthly and quarterly basis.   
• Produce/ facilitate production of ad hoc and performance guarantee reporting packages as needed.  
• Gathering n ew g roup p aperwork for cross sold vision groups.  
• Submit and process cross sold vision proposals in GRS and NGI.  
• Creating and sending renewals for enrolled dental and vision groups.  
• Complete and submit all internal paperwork, including abstracts, RFP forms, etc . for client partners.  
• Day to day contact for client partners and consultants in all areas outside of Group Accounts (eligibility, billing, accounts receivable and ID cards).  
• Enhance relationships with existing client partners by providing excellent and responsive service; problem solving and follow up on any service issues.  
• Support the smooth implementation process (new groups and new segments), including updating the implementation calendar, spearheading the implementation components with all internal departments and leading implementation calls as necessary.  
• When needed, conduct benefit fairs and enrollment meetings for clients.  
• Review and update benefit summaries for client partners as needed.  
• With understanding of benefit utilization , perform high-level review of reports on benefit utilization .  
• Enter, update, and maintain integrity of assigned enrolled group information within our enterprise CRM s ystem.  
• Enter dental and vision contracting in the Contract Management System (CMS).  
• Perform other work-related duties as assigned.  
• Send Pooled Renewal letters to clients, including a vision proposal when applicable.  
• Send Welcome Email to new clients and brokers.  
• En sure applicable dental changes are updated on the SPD by Underwriting provid ing to group contact/broker.  
• Dedicated b ackup for Account Manager when out of the office on vacation/leave.  
• Create benefit packets – print/package/ship for clients and brokers   
• E nsure production and delivery of proper a d h oc r eport s to clients/brokers .  

Q ualifications  

• Bachelor’s degree or equivalent work experience.  
• A minimum of 3 years of experience in the insurance industry or health benefits arena.  
• Current Missouri health insurance license.  
• Professional client presence required, as well as a professional demeanor for both written and verbal communications.  
• Ability to prioritize projects and work with a variety of marketing team members to achieve division/department and corporate goals.  
• Proficient in use of office equipment such as personal computer , copier , and fax machine .  
• Proficient in use of Microsoft office software such as Word, Excel, PowerPoint, and Outlook—strong experience with Excel required .  
• Attention to detail and deadlines, good organizational skills, and high level of initiative.  
• Excellent verbal, written , interpersonal , and customer service skills.  
• Ability to remain poised and composed, yet firm, when dealing with dissatisfied group personnel, subscribers, brokers, and consultants.  
• Functional understanding of finance, underwriting and rating of group insurance products.  
• Understanding of dental terminology and procedures.  
• Basic ability to build and maintain relationships with sales channels and prospects.  
• Independent problem solving, critical thinking, research, and analytical skills; able to interpret data/reports and effectively communicate impacts to Sales Executive and prospects.  
• Basic underwriting acumen; including a general understanding of fully insured and self-funded arrangements, utilization reporting, the sales process, and general target loss ratios rationale.  
• Solid ability to prepare effective prospect proposals and presentations that result in sales.  
• General understanding of employee benefits environment, insurance business, products, and competitors in the market.  
• Solid ability to exercise initiative and judgment as well as make decisions within the scope of authority; consistently demonstrate a proactive, inquisitive approach.  
• Well-developed written and verbal communication skills with the ability to effectively craft and communicate targeted messages that further the overall strategy.  
• Process improvement oriented; demonstrated ability to recognize and articulate opportunities for improvement.  
• Proven subscription to the company’s core values of integrity, trust and respect, innovation, stewardship, excellence, and celebration.  

Competencies  

• Accountability  

• Coachability  

• Collaboration  

• Communication  

• Critical Thinking  

• Organizational skills  

• Quality focused  

• Service orientation  

Environment  

This position currently functions as a hybrid role working from both home and in-office environments .  Any home office setting must be conducive to all guidelines outlined by the organization .  This role is required to regularly attend in-person meetings, the frequency of which is determined by management based on departmental or organizational needs .  

Work Conditions  

General office working conditions which may require sitting for extended periods of time .  

Physical and Other Demands  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job .  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Specific vision abilities require the ability to focus distant and near objects clearly .  While performing the duties of this job, the employee is regularly required to sit, talk and hear .  The employee is frequently required to use hands and arms to handle, feel and reach as well as operate a personal computer.  

Disclaimer  

This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties, or responsibilities that will be required. The organization reserves the right to modify this job description at any time , including assigning or reassigning job duties or eliminating this position at any time.  

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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