Relation Insurance Services

Account Manager

• Serves as a client advocate and the primary point of contact for assigned accounts
• Develops professional business relationships with client and understands the client’s core business
• Leads projects, deadlines, meetings and client deliverables utilizing established account management tools
• Manages client expectations, service commitments, and anticipates needs of the client
• Manages the engagement letter process including the confirmation of our specific scope of services, compensation type and level, project timeframe and required data
• Establishes carrier/vendor relationships with appropriate contacts to serve clients in handling all administration of eligibility, claims, billing, plan implementation, contracts, plan changes and necessary amendments
• Resolves client issues promptly and determines which items will be delegated to the support team
• Manages the Request for Proposal (RFP) process by compiling health benefits information from a variety of sources, responses from the carriers, and reviews the transparency documents maintains all appropriate documents in proper files
• Peer reviews RFP information, analyzes and interprets the results and finalizes the executive summary report to present to the client
• Prepares market analysis for new clients and prospects
• Reviews vendor contracts, Summary Plan Description (SPD), other plan documents and 5500s and employee communications to ensure alignment with client expectations and legal requirements
• Follows up with the carriers to ensure changes are reflected
• Reviews claim and utilization data from insurance carriers on a monthly/quarterly basis, analyzes and interprets data for trends, peer reviews customized reports, and submits reports to client, responding to questions as appropriate
• Generates new sales through existing clients and client referrals in accordance with the sales plan
• Introduces other Relation products and services to clients
• Gathers national Health and Welfare survey data; interprets and shares with clients
• Recommends process improvements as needed
• Performs other projects, duties, and tasks, as assigned.

Account Manager – Employee Benefits

• Serves as the primary business contact for small commercial accounts
• Acts as the project manager by clearly communicating and collaboratively guiding the account team to execute customer specific initiatives
• Develops programs and initiatives that support the client's overall portfolio
• Provides excellent customer service to assigned large accounts
• Builds relationships with clients to encourage new and repeat business opportunities
• Analyzes commercial lines accounts and makes decisions based on individual risk characteristics
• Establishes credibility with both internal and external clients
• Demonstrates technical competency and creates innovative solutions
• Secures existing business and drives the sale of additional service and coverages
• Prepares account summaries as required
• Participates in seminars and classes for skill and knowledge development

Senior Account Manager – Small Business Unit, Personal Lines

• Serves as the main point of contact for the clients, addressing inquiries, providing guidance on appropriate coverage changes and contractual requirements, and educating clients on policy exclusions and exposures
• Partners in the strategic development of insurance plans tailored to client needs
• Acts as field underwriter and authorized representative of the insurance carriers to assess and bind coverage as appropriate
• Strategically manages the remarketing of renewals to ensure high account retention rates
• Oversees the preparation of client proposals, including submissions, loss evaluations, and risk analyses, ensuring timely and accurate quotations and policies
• Communicates various billing and invoicing options
• Prepares comprehensive summaries of insurance and schedules, accurately producing binders, certificates, policies, endorsements, and other related documents to support client needs
• Assists clients in submitting first reports of claims by obtaining adjusters and/or arranging a visit from a member of the claims team
• Facilitates the prompt response from carriers and their staff in order to expedite claim settlements
• Conducts thorough policy reviews during renewals and audits, verifying accuracy and ensuring necessary corrections are executed
• Proactively communicates significant audit discrepancies to clients and determines further action
• Reviews cancellation requests, determining reasons and attempting to retain client accounts while maintaining the company’s financial integrity
• Stays informed about industry developments, new products, legislation, coverage options, and technological advancements to continuously enhance knowledge, performance, and client services
• Recommends process improvements as needed
• Quickly identifies and resolves complex client service issues
• Performs other projects, duties, and tasks, as assigned
• Fully adopts innovative technology, including proprietary AI solutions, into the service process to deliver a best-in-class client service experience.

Account Manager – Personal Lines

• Manage overall client relationship
• Provide strategic advice on coverage and risk management
• Serve as main point of contact for clients
• Partner in strategic development of insurance plans
• Act as field underwriter and assess coverage
• Manage remarketing of renewals for high retention rates
• Prepare client proposals and documentation
• Assist clients in claims submission and inquiries
• Conduct thorough policy reviews during renewals and audits
• Communicate billing and invoicing options

Account Manager – Commercial Lines

• Provides ongoing administrative support and coordinates with Account Managers and other service team members to ensure that clients receive all key deliverables in a timely and accurate manner
• Serves as a client advocate and a primary point of contact for assigned accounts
• Assists in managing client expectations, service commitments, and anticipates needs of the client
• Answers correspondence related to client’s employee benefit plans in a timely manner
• Documents all client interaction and updates client service logs
• Meets with clients and insurance company representatives as requested
• Maintains client files accurately and consistently, responsible for proper documentation of files and proper communication in accordance with company workflow, procedures and best practices
• Quickly identifies and resolves basic client service issues, conducting research, and resolving participant benefit issues
• Conducts research on billing issues on behalf of clients
• Coordinates with the clients on the accumulation of census data, history of plans, and all other data for insurance carrier quotes
• Researches client issues by contacting carriers and vendors on behalf of the client and determines when issues need to be escalated
• Creates client monthly, quarterly and annual reports utilizing Relation templates and software
• Provides client compliance support including ACA, SPD preparation, 5500 filings and actuary reports
• Manages open enrollment and the preparation of presentation materials, employee handouts, and other informational tools for client meetings
• Assists with the creation of client presentations using Excel and PowerPoint to summarize client data obtained from vendors or Relation Account Managers
• Assists in the Request for Proposal (RFP) process by partnering with clients and ensuring timely responses from vendors
• Assists in the review of external vendor contracts, summary plan documents, and employee communications to ensure alignment with client expectations and legal requirements
• Reviews Summary Plan Descriptions (SPD) from the carrier and compares it to the client's benefits for accuracy; follows up with the carriers to make any necessary changes are made
• Assists with creating spreadsheets and premium allocations
• Prepares summaries of insurance with guidance from Account Manager and other service team members
• Recommends process improvements as needed
• Performs other projects, duties, and tasks, as assigned.

Account Coordinator – Employee Benefits

• Manages and maintains relationships with high-net-worth clients, serving as their primary point of contact for all personal insurance needs.
• Assesses clients' unique insurance needs and designs tailored coverage options for luxury homes, vehicles, jewelry, fine art, and other high-value assets.
• Provides personalized risk management advice, helping clients mitigate risks and avoid potential liabilities.
• Handles policy renewals, endorsements, and changes in coverage, ensuring that clients’ assets are always adequately protected.
• Assist clients with claims, working closely with carriers to ensure prompt and fair resolution.
• Negotiates terms and pricing with insurance carriers to provide clients with the best coverage options.
• Conducts regular portfolio reviews with clients to ensure their coverage is aligned with their changing needs and lifestyle.
• Stays current on market trends, regulatory changes, and emerging risks specific to high-net-worth individuals.
• Fully adopts innovative technology, including proprietary AI solutions, into the service process to deliver a best-in-class service experience.
• Ensures compliance with company policies, industry standards, and regulatory requirements.
• Performs other projects, duties, and tasks, as assigned.

Account Manager, High Net Worth – Personal Lines

Client Services Representative

• Provides ongoing administrative support and coordinates with Account Managers and other service team members to ensure that clients receive all key deliverables in a timely and accurate manner.
• Serves as secondary contact and internal back up for Account Manager.
• Meets with clients and insurance company representatives as requested by Sales and Account Management teams.
• Creates client monthly, quarterly and annual reports utilizing Relation templates and software.
• Prepares other various reports as requested.
• Assists client in developing and/or refining wellness programs including coordination of health fair vendor participation.
• Assists with the preparation and assembling of proposals.
• Assists with development of all marketing, communication, and presentation materials including client’s employee benefits guides, communication materials and enrollment.
• Develops and maintains carrier files with all updated contracts and correspondence.
• Provides support for the research and preparation of communication materials distributed to clients regarding government and legal compliance issues and or requirements.
• Performs other projects, duties, and tasks, as assigned.

Client Service Specialist – Employee Benefits

Analyst

• Supports and maintains the optimal function of all HR-related Workday modules including HCM, Benefits, Talent, Performance, Absence, Advanced Compensation and Recruiting
• Serves as functional expert in Benefits, Talent and Performance, advising stakeholders on best practices and scalable system solutions
• Builds, maintains, and analyzes complex dashboards, discovery boards, departmental reports and advanced analytics to provide actionable insights to leadership
• Proactively identifies opportunities for business process efficiencies and system enhancements through frequent gap analysis and implements as appropriate
• Provides technical and functional support to the Human Resources team as well as acts as a change agent and advocate for Workday capabilities and adoption
• Collaborates with internal and external partners to resolve issues with urgency
• Plays a key role in semi-annual scheduled releases by evaluating impacts, completing thorough testing, creating documentation, and communicating changes effectively
• Partners with Human Resources team members to develop and maintain system related training, job aids and reporting guidance
• Assists with integration and data flow between the HRIS and other business systems
• Maintains worker data accuracy and performs frequent data audits
• Partners with compensation leads on annual merit and bonus processes
• Demonstrates ownership of issues and drives timely resolution while maintaining a collaborative, team-oriented approach
• Proactively monitors and audits data to identify trends, risks, and opportunities for improvement
• Performs other projects, duties, and tasks, as assigned.

Senior Workday Analyst

• Provides ongoing administrative support and coordinates with Account Managers and other service team members to ensure that clients receive all key deliverables in a timely and accurate manner.
• Serves as a client advocate and a point of contact for assigned accounts.
• Assists in managing client expectations, service commitments, and anticipates needs of the client.
• Answers correspondence related to client’s employee benefit plans in a timely manner.
• Documents all client interaction and updates client service logs.
• Maintains client files accurately and consistently, responsible for proper documentation of files and proper communication in accordance with company workflow, procedures and best practices.
• Quickly identifies and resolves basic client service issues.
• Assists with identifying, conducting research, and resolving participant benefit issues.
• Conducts research on billing issues on behalf of the clients.
• Coordinates with clients on the accumulation of census data, history of plans, and all other data for insurance carrier quotes as directed.
• Researches client issues by contacting carriers and vendors on behalf of the client and determines when issues need to be escalated.
• Creates client monthly, quarterly and annual reports utilizing Relation templates and software.
• Provides client compliance support including ACA, SPD preparation, 5500 filings and actuary reports.
• Assists with managing open enrollment and the preparation of presentation materials, employee handouts, and other informational tools for client meetings.
• Enters benefit enrollments and terminations for assigned clients.
• Assists with the creation of client presentations using Excel and PowerPoint.
• Reviews Summary Plan Descriptions (SPD) from the carrier and compares it to the client's benefits for accuracy.
• Assists with creating spreadsheets and premium allocations.
• Prepares summaries of insurance with guidance from Account Manager and other service team members.
• Recommends process improvements as needed.
• Performs other projects, duties, and tasks, as assigned.

Senior Client Service Specialist – Employee Benefits

• Orders renewal policies, verifies them against proposals, and processes them in the Agency Management System
• Handles endorsements including entering on company websites, follows up on endorsements not received from carriers, checks endorsements for accuracy, bills endorsements and sends to client
• Follows up on new business submissions with carriers not managed by Risk Placement Specialists
• Enters and rates policies into carrier websites and orders new policies as needed
• Issues standard certificates of insurance and other forms for holders (e.g. EOP, Binders, etc.)
• Monitors payment status of direct bill policies to prevent cancellations and notifies the Account Manager if there is a risk of cancellation due to non-payment
• Tracks claims and updates the agency management system with activity, payments, and closures
• Verifies audit accuracy, reviews with agency staff, bills audits, and sends audit review letters to clients
• Order motor vehicle reports “MVRs” and loss runs as directed
• Reviews and processes mail
• Acts as a backup for office phone calls and walk-in traffic as needed
• Performs other projects, duties, and tasks, as assigned.

Client Service Specialist – Commercial Lines

• Serves as the main point of contact for the clients, addressing inquiries, providing guidance on appropriate coverage changes and contractual requirements, and educating clients on policy exclusions and exposures
• Partners in the strategic development of insurance plans tailored to client needs
• Acts as field underwriter and authorized representative of the insurance carriers to assess and bind coverage as appropriate
• Strategically manages the remarketing of renewals to ensure high account retention rates
• Oversees the preparation of client proposals, including submissions, loss evaluations, and risk analyses, ensuring timely and accurate quotations and policies
• Communicates various billing and invoicing options
• Prepares comprehensive summaries of insurance and schedules, accurately producing binders, certificates, policies, endorsements, and other related documents to support client needs
• Assists clients in submitting first reports of claims by obtaining adjusters and/or arranging a visit from a member of the claims team
• Facilitates the prompt response from carriers and their staff in order to expedite claim settlements
• Conducts thorough policy reviews during renewals and audits, verifying accuracy and ensuring necessary corrections are executed
• Proactively communicates significant audit discrepancies to clients and determines further action
• Reviews cancellation requests, determining reasons and attempting to retain client accounts while maintaining the company’s financial integrity
• Stays informed about industry developments, new products, legislation, coverage options, and technological advancements to continuously enhance knowledge, performance, and client services
• Recommends process improvements as needed
• Quickly identifies and resolves complex client service issues
• Performs other projects, duties, and tasks, as assigned.

Account Manager, Personal Lines

• Orders renewal policies, verifies them against proposals, and processes them in the Agency Management System
• Handles endorsements including entering on company websites, follows up on endorsements not received from carriers, checks endorsements for accuracy, bills endorsements and sends to client
• Follows up on new business submissions with carriers not managed by Risk Placement Specialists
• Enters and rates policies in carrier websites and orders new policies as needed
• Issues standard certificates of insurance and other forms for holders (e.g. EOP, Binders, etc.)
• Monitors payment status of direct bill policies to prevent cancellations and notifies the Account Manager if there is a risk of cancellation due to non-payment
• Tracks claims and updates the agency management system with activity, payments, and closures
• Verifies audit accuracy, reviews with agency staff, bills audits, and sends audit review letter to clients
• Orders motor vehicle reports “MVRs” and loss runs as directed
• Reviews and processes mail
• Acts as a backup for office phone calls and walk-in traffic as needed
• Performs other projects, duties, and tasks, as assigned

Client Service Specialist – Commercial Lines, Transportation

Director

• Provides business insurance, Employee Benefits, Personal Insurance, Retirement Services, and Risk-management

Director, Placement

• Serves as initial point of contact for the client
• Monitors client questions, provides recommendations in partnership with the Account Management Team on appropriate coverage changes and/or contractual requirements
• Identifies, researches and provides resolution for routine or basic client issues
• Maintains client files accurately and consistently, responsible for proper documentation of files and proper communication in accordance with company workflow, procedures, and best practices
• Maintains a high degree of accuracy in document management systems
• Assists the Account Management team with the remarketing of renewals to ensure a high level of account retention
• Prepares proposals as directed by the Account Manager
• May review policies from carriers for accuracy, expedite corrections, and handle endorsement and applications
• Ensures carriers respond promptly to expedite claim settlements
• Reviews policy audits and verifies their accuracy
• Confirms necessary corrections between the client and the carrier are executed at the direction of the Account Management team
• Proactively communicates with client any significant audit differences
• As directed by the Account Management team, reviews cancellation requests, identifies reasons, and attempts to retain client accounts while preserving the company’s financial interests
• Keeps up to date with industry trends, new products, legislation, coverage, and technology to improve knowledge, performance, and client services
• Special projects and other duties as assigned.

Account Coordinator – Commercial Lines

• Serves as a client advocate and the primary point of contact for assigned accounts.
• Develops professional business relationships with client and understands the client’s core business.
• Manages client expectations, service commitments, and anticipates needs of the client.
• Quickly identifies and resolves complex client issues.
• Follows through on participant claims resolution matters with carriers and inquiries not immediately resolved.
• On behalf of the client, conducts research on insurance carrier billing issues.
• Manages open enrollment and prepares presentation materials, employee handouts, and other informational tools for client meetings.
• Provides training sessions during in-person or remote group meetings.
• Manages the Request for Proposal (RFP) process by compiling health benefits information from a variety of sources, responses from the carriers, and reviews the transparency documents maintains all appropriate documents in proper files.
• Analyzes vendor renewals by checking carrier or vendor's plan rates for reasonableness and by analyzing claims and enrollment data, trend rates, administrative expenses and other charges.
• Creates client presentations using Excel and PowerPoint to summarize client data obtained from vendors or Relation consultants.
• Develops benchmarking reports by gathering health benefits data to compare a client's plan information to other companies by industry or geography and provides the information to the client.
• Gathers necessary data from the vendor or client; reviews to ensure it is complete, accurate, and reasonable.
• Prepares data for use in basic or advanced financial analyses or valuations.
• Assists consulting team with valuing medical, dental and prescription drug plan designs by entering plan design information to develop the relative cost differences between plan designs, in order to compare the client's current plan to alternative designs.
• Assists consulting team to develop employee contributions scenarios by entering current employee medical contribution data into an Excel spreadsheet and projecting contributions to the next plan year, taking into account the cost-sharing goals of the client.
• Reviews external vendor contracts, summary plan documents and employee communications to ensure alignment with client expectations and legal requirements.