Candice Shields

Senior Client Manager @Wallace Welch & Willingham, An Ima Company

St Petersburg, FL, US

The Employee Benefits Sr. Client Service Manager is responsible for delivering high quality and efficient service to both internal and external clients through day-to day account management of an assigned group of accounts. The SCM contributes to key business outcomes such as client retention, client satisfaction, enhancing W3’s value to our clients and prospects and fostering a culture of performance and continuous improvement. Builds and solidifies relationships with existing clients by providing exceptional ongoing service. In partnership with the Production Team, takes a leadership role in the renewal process, ensuring that the best possible solution is delivered to the client in a high-quality & timely manner:• Provide customer service and support to clients and their employees by telephone and E-mail on all products sold by W3.• Provide ongoing support to clients including on-site visits to the client.• Work with marketing specialist to prepare/review presentation spreadsheets comparing carrier proposals and assemble W3 formal proposal to client.• Work with producer to research and compare value added coverages and services.• Field inquiries from both clients and their employees about their current coverage and insurance contracts as well as general questions about insurance or benefits and regulations pertaining to insurance and benefits such as COBRA, HIPAA, and S125.• Address service issues and to proactively demonstrate our high level of commitment to superior service.• Assist in the renewal process including coordinating and conducting employee meetings when requested and completing all necessary paperwork for both our internal records and for the carrier.• Responsible for renewing insurance contracts.• Prepare documents for presentation to the client and coordinate delivery of formal proposals for both new client presentations and renewals.• Monitor personal C.E. requirements to ensure compliance with licensing requirements.• + As needed