Job Title:  Client Services Associate  

Job Code:  E01405 

Grade Level:  26 

FLSA Status:  ​Exempt​ 

Department:  Account Management  

Reports To:  Client Services Supervisor 

Date 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 new group paperwork 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 system. 
• 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.  
• Ensure applicable dental changes are updated on the SPD by Underwriting providing to group contact/broker. 
• Dedicated backup for Account Manager when out of the office on vacation/leave.  
• Create benefit packets – print/package/ship for clients and brokers  
• Ensure production and delivery of proper ad hoc reports to clients/brokers.  

• 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. 

• Accountability 

• Coachability 

• Collaboration 

• Communication 

• Critical Thinking 

• Organizational skills 

• Quality focused 

• Service orientation