Trustmark

Director

• Responsible for achieving the division persistency targets
• Leads the strategy, execution, and performance of the client management team
• Coaches the team on developing renewal strategy, benefits consultation, claims navigation, negotiation skills and relationship‑building with brokers and employers
• Ensures that clients and brokers receive exceptional service, measurable value, and a consistent experience that strengthens loyalty and drives retention
• Protect and grow revenue by building trusted, long‑term client partnerships
• Drive retention and growth strategies
• Market and state evaluation and targeting
• Book of business trends
• Product and network analysis
• Agency and broker targeting
• Marketing campaigns
• Evaluate and monitor market trends, including competitor strategy
• Manage and develop the Client Management team
• Coach and motivate Client Managers to achieve retention goals; hold the team accountable for results
• Provide Coaching for renewal strategy, plan utilization trends, negotiation skills, product, and pricing
• Provide Product and Process training
• Evaluate staffing needs
• Build relationships with broker partners and MGAs
• Serve as an executive point of contact for key broker relationships and existing business
• Attend and host market visits, broker meetings, broker councils, and webinars
• Oversee service delivery and operational performance
• Design and refine scalable processes for renewals, issue resolution, and ongoing broker and client engagement.
• Partner with all departments including Underwriting, Service, Operations to create efficiency and white glove service expectation
• Manage escalations related to claims, billing, enrollment, and service disruption.

Senior Director, Client Management

Client Partner

• Responsible for renewing existing block of current clients through strategy
• Consultation, negotiation, positioning value adds, making plan recommendations and providing overall support
• Maintaining strong relationships with our distribution partners, brokers and employer groups
• Renew assigned book of business - lead renewal delivery, develop renewal strategy
• Ensure successful implementation of new business by working closely with Sales Consultants and Underwriting Operations
• Provide general support and escalated service during the plan year
• Problem solving/issue resolution
• Personal contact with clients - face to face meetings, phone calls, virtual web meetings
• Creates, analyzes, and presents reporting packages
• Coordinating and presenting renewals, claim reviews with appropriate follow-through
• Oversee stop loss renewal with Account Associates
• Assess performance of groups during the plan year
• Review monthly utilization trends to help prepare for the next renewal
• Share insights with internal partners to help calculate renewal increase
• Discuss new programs, value-added benefits, Healthcare reform guidelines, plan ideas, and recommended solutions with the broker and employer
• Provide internal and external training as required

Client Manager

Sales

• Manage Regional Sales Directors and/or Regional Sales Representatives
• Achieve annual new business sales, net growth & reenrollment objectives
• Generate new business opportunities by leveraging existing relationships
• Review assigned RSD/RSRs’ RFPs and proposals
• Maintain primary relationship with key/high level producers
• Train, coach and develop RSDs and/or RSRs
• Monitor and report on competition
• Actively utilize Salesforce.com for reporting, forecasting, and activity management

Regional Sales Manager

Customer Support

• Servicing customers on contractual policy change and disbursement requests
• Researching and resolving customer requests and inquiries
• Entering client/customer updates into the appropriate system
• Providing back up support to Call Center
• Collaborating with internal partners to reach resolution

Customer Service Administrator II

Call Center Representative

• Responding to high volume of inbound client/customer requests and inquiries
• Providing information and processing basic customer profile changes
• Documenting customer interaction in appropriate systems

Call Center Representative II

• Increases new business sales through establishing strong, consultative partnerships with major worksite and voluntary benefit distributors
• Activities include learning health care trends and managing target account lists
• Following a sales process with marketing programs and presentations
• Managing both external and internal stakeholders throughout the sales process
• Contributing to sales planning, forecasting, and product development
• Reporting competition to evaluate Trustmark’s position

Regional Sales Director

Customer Retention Specialist

• Retain customers by identifying their needs and promoting product benefits
• Receive calls from customers terminating contracts
• Educate customers on product value
• Provide alternatives and negotiate solutions
• Collaborate with Marketing on policy holder communications

• Responding to high volume of inbound client/customer requests
• Provides information, processes basic customer profile changes
• Researches and resolves high volume of complex customer inquiries
• Determines root cause and resolve client/customer issues
• Serves as a team resource and mentor for new hires