Client Manager

COMPANY OVERVIEW

Venbrook Claims Services is the claims business group of Venbrook Group LLC a holding company with subsidiaries engaged in retail broking wholesale broking programs and claims services. Venbrooks team of experts and industry specialists partners with clients to manage their risks create security promote growth and add value by delivering best-in-class commercial property & casualty employee benefits and personal risk insurance products and programs.

Venbrook Claims brings together decades of specialized expertise by integrating respected legacy claims brands: Carl Warren & Company DMA Claims and OneSource Claims Management. Venbrook works across the claims lifecycle with services that include Third Party Administration (TPA) Complex Claims Management Catastrophe Independent Adjusting subrogation recovery litigation management investigative and Special Investigations Unit (SIU) services.

Venbrook Claims has long-term clients across the public and private sectors including insurance companies captives MGAs transportation companies manufacturers public school systems and property owners.

With over a century of combined claims experience our organizations legacy brands have been unified as Venbrook Claims to deliver scalable flexible solutions supported by centralized governance compliance and technology infrastructure. Our culture is derived from the people who create it. We are not different in what we do we are different in how we do it. We believe our clients are our partners and we earn their trust every day.

We offer competitive compensation and a comprehensive benefits package:

• 401(k) employee match

• Medical Dental Vision Life and Disability Insurance

• Paid Time Off (PTO)

• Paid Holidays

• Paid Parental Leave

• Paid Sick Leave

• Professional development programs

• Work-life quality and flexibility

Visit us at service

• Independently service a designated book of business developing strong trusting relationships with school clients and responding to all inquiries within 24 business hours.
• Serve as the primary day-to-day contact for the working-level staff who run the program at each institution typically athletic trainers insurance office staff student health center staff and district and school business office staff partnering with the Client Executive who owns the decision-maker relationships.
• Conduct regular meetings and strategic reviews to discuss plan performance address concerns and explore opportunities to improve service.
• Manage day-to-day client servicing resolving inquiries and complaints related to insurance products policy changes benefits claims and billing.
• Demonstrate a working understanding of routine coverages and policy terms and explain them clearly to schools students and families.
• Build and maintain a client service calendar aligned to the academic year so enrollment periods waiver deadlines and renewal milestones stay on schedule.
• Report to the SVP and Student Insurance leadership on account status financial servicing and renewal progress as needed and upon request.

Member and claims support

• Manage the claims email inboxes handling claims questions from members customers and providers.
• Manage the customer service phone line answering inquiries and following up on issues until they are resolved.
• Support students and families through enrollment and waiver processes including questions about eligibility coverage and deadlines.
• Coordinate with carriers and third-party administrators on claims research and escalation and elevate complex matters to the Client Executive.
• Support the setup testing and ongoing maintenance of client enrollment portals.

Documentation and growth

• Maintain client files and records in Salesforce AMS360 and other systems documenting all account activity clearly enough for others to pick up.
• Uphold documentation data-accuracy and errors-and-omissions (E&O) standards across client records and member interactions.
• Assess and act on opportunities to develop additional account revenue by cross-selling other products in the portfolio.
• Stay current on student insurance products carrier partners and the regulatory landscape affecting school and student coverage.
• Perform additional duties and special projects as assigned.

Travel

• Travel for internal onsites and client meetings on a quarterly basis and as directed by the SVP

What You Bring

• Client service: builds trust with school partners and keeps them well served and well informed.
• Composure: handles member and provider calls with patience including in difficult moments.
• Communication: explains coverage claims and policy terms clearly in writing and by phone.
• Attention to detail and strong follow-through across many open items at once.
• Analytical and problem-solving strength with sound judgment about when to escalate.

Required

• Minimum 3 to 5 years of account management experience in the insurance industry.
• Willing and able to work Pacific Time business hours regardless of home location.
• Active Accident & Health or Life & Health license in the state of residence required within 90 days of hire with willingness to obtain non-resident licenses as needed.
• Bachelors degree or equivalent work experience.
• Excellent verbal and written communication with the ability to address complex issues and present solutions clearly.
• Significant attention to detail.
• Ability to handle escalations involving students and educational institutions effectively.
• Proficiency with Microsoft 365 (Outlook Teams Excel Word SharePoint).
• Proficiency with Salesforce and AMS360.

Nice to Have

• Background in student health.
• Spanish speaking.
• Experience with student enrollment portals or waiver administration.
• Experience supporting K-12 or higher education clients.

Salary

Up to $30.00/hr