Client Service Associate (level 1)
About the Team/Role:
The Client Service Associate will oversee client accounts with guidance and oversight from Sr./Strategic/Principal Client Service Manager. The Client Service Associate will be engaged from implementation to ongoing administration and will assist the Sr./Strategic/Principal Client Service Manager in facilitating all aspects of the project management process as well as being the liaison between the internal team and client contacts.
The Client Service Associate will work with the internal client facing team members to effectively and efficiently drive client work brought to the team They will work with internal team members for oversight on audits, advanced technical member issues and vendor questions/issues.
How you'll make an impact:
Assist and partner with the Sr./Strategic/Principal Client Service Manager to support client accounts.
Work with Sr./Strategic/Principal Client Service Manager in almost every facet as it pertains to the implementation, transition, and ongoing services.
Work on problems of limited scope, following standard practices and procedures to analyze situations or data and identify readily obtainable solutions.
Work is periodically reviewed against defined procedures or established precedents; typically receive general guidance on routine tasks and new assignments.
Proactively communicate status and progress of account work and issues to internal and external stakeholders.
Ensure all tasks are documented according to the internal guidelines and updated proactively in the internal system tracking tools to meet deliverable dates. If deliverables are at risk, escalate to client delivery manager or leadership appropriately.
Review all client materials used for annual enrollment and ongoing administration to ensure that they are current and meet quality standards.
Keep clients (when appropriate), other team members and supervisor informed of progress, issues and risks for client work and task management.
Work with Sr./Strategic/Principal Client Service Manager and other management team members to identify training issues and suggest process improvements to streamline customer service efficiency.
Interface via email, virtual meetings and phone exchanges with clients in a professional and accurate manner.
Complete projects successfully with strict deadlines while under pressure.
Oversee and respond to client email distribution inboxes, questions and issues with internal team members.
Provide detailed internal and external communication to successfully document instruction and process.
Experience you'll bring:
Minimum 1-3 years experience in the employee benefits/benefit admin industry
Bachelor's degree or related field experience
Proven experience supporting client relationships and delivering exceptional service
Excellent verbal and written communication skills across technical and business audiences
Demonstrated ability to deeply understand client business needs and translate them into strategic service plans
Strong problem-solving and analytical skills, with a focus on root cause resolution and process improvement
Experience coordinating cross-functional teams to drive results and maintain seamless client delivery
Highly accountable and proactive—you take initiative, follow through, and ensure nothing gets dropped