Senior Client Manager, Employee Benefits

As a majority employee-owned organization, our incredible team is committed to providing exceptional service, incorporating best practices, and providing access to tools and resources that keep our colleagues and employees educated, informed, and on a path that helps them find and own their edge.

Our Core Values are lived in our business and our culture is fueled by them.

• Create a Great Experience
• Do the Right Thing
• Play for Each Other
• Pursue Growth
• Own Your Future

The Senior Client Manager provides efficient, professional, and courteous service to our Employee Benefits clients. In conjunction with the team, the Client Manager plans and executes an appropriate service plan for each client. He or she will build effective working relationships with each client in order to understand their employee benefit insurance needs. The Senior Client Manager maintains a clear understanding and knowledge of the insurance marketplace and uses their skills to negotiate terms and pricing, and obtain appropriate coverage and/or program options. The Senior Client Manager will coordinate with service and sales as appropriate to create a meaningful and impactful client experience.

In this role, you will contribute to the team by:

• Providing Gibson client experience to existing accounts and potential clients, ensuring retention and client satisfaction
• Managing internal renewal processes and timelines for book of business along with meeting cadence with clients
• Assisting with preparation of new business and renewal submissions
• Leading implementation of new lines of coverage and carrier changes
• Maintaining the account in conjunction with the Producer/Client Executive through designing, underwriting, pricing, marketing, and selecting the insurance program on existing accounts
• Addressing escalated service issues
• Developing strategic solutions with the Producer/Client Executive
• Creating presentation materials for client meetings
• Communicating with carriers in a professional manner to negotiate the needs of the client
• Conducting group education and enrollment meetings at client sites or via webinar as required
• Using agency management tools effectively and consistently and ensuring that the process and procedures are being followed and services are delivered timely
• Reviewing carrier applications to ensure accuracy while keeping the team informed of progress as appropriate
• Communicating due dates, timelines and expectations to Producer/Client Executive, clients and partners
• Providing client with required compliance information
• Attending onsite and offsite client meetings as necessary
• Acting as a backup to team personnel when necessary
• Maintaining confidential information
• Performing other duties and special projects as assigned

• Love delivering a great client experience
• Thrive while juggling multiple project timelines simultaneously
• Excel at prioritizing competing demands and adapting quickly to internal and external requests
• Excel at setting and meeting deadlines with both internal and external stakeholders
• Enjoy working in a fast-paced, team environment
• Have a high attention to detail
• Possess exceptional prioritization skills with the ability to meet multiple deadlines
• Have strong analytical and reasoning skills with the ability to collect and organize data from various sources to support the client service team
• Have superb communication skills, both written and verbal, and are comfortable and efficient in presenting to large groups.
• Love building personalized relationships both internally and externally
• Excel at managing multiple stakeholders through the renewal process
• Naturally ask clarifying questions to dig to the root of the issue
• Have the ability to build strong relationships and connect well to all types of people
• Are proficient in Microsoft Office, including Outlook, Excel, Word, PowerPoint, and Calendar management
• Exhibit patience, determination, and persistence in troubleshooting client issues
• Enjoy prioritizing multiple projects/tasks and can adapt quickly to internal and external requests

• 5+ years of experience in a similar role at another insurance brokerage or within the employee benefits industry
• Life and Health license

We exist to pursue the best interests of our clients. And we do it together, sharing what we learn from client to client, moment to moment, and digging deeper to see things others can’t – or don’t bother to. That’s how we get to the proactive side of insurance, where our clients really gain their edge.

Here Are Some Noteworthy Facts About Gibson

• Founded in 1933
• Majority Employee-Owned
• Business Insurance Top 100 U.S. Broker
• Designated as one of the Best Places to Work
• Locations in South Bend, IN, Fort Wayne, IN, Indianapolis, IN, Chicago, IL, Kalamazoo, MI, Phoenix, AZ, Tucson, AZ, Salt Lake City, UT
• A member of the Unison Risk Advisors platform of companies
• Comprehensive benefit offering available to choose from