As a key member of the Client Relationship team, you will be responsible for managing a portfolio of corporate clients, maintaining high retention rates, and ensuring service excellence. This role also involves relationship-building to support new business opportunities and requires strong communication, coordination, and problem-solving skills to manage stakeholders effectively.
Key Responsibilities:
- Manage and maintain a portfolio of clients with a focus on client satisfaction and retention.
- Serve as the main point of contact for inquiries from clients, insurers, and brokers.
- Drive high client retention through proactive relationship management and service delivery.
- Attend and support meetings with clients, insurers, or brokers depending on the engagement channel.
- Host regular engagement sessions (weekly, monthly, quarterly) with key stakeholders, including:
- Scheduling and facilitating meetings
- Preparing and presenting SLA reports (claims, contact centre metrics, panel utilization)
- Taking and distributing meeting minutes
- Driving actionable follow-ups and relationship strengthening
- Collaborate with internal departments to resolve client issues and ensure timely service recovery.
- Support relationship management for new business opportunities, including pre-sales engagement and onboarding of new clients.
- Strengthen relationships with existing clients and actively identify upsell and referral opportunities.
- Prepare client documentation including quotations, service agreements, and renewal packages.
- Support audit and due diligence processes initiated by clients or insurers, working closely with internal stakeholders.
- Maintain accurate records and data related to clients and insurers.
- Generate and deliver monthly and ad-hoc reports for clients and insurers.
- Provide general administrative support such as document sorting, filing, and data entry.
- Follow up on accounts receivables with clients and insurers as needed.
Job Requirements:
- Minimum of 5 years of relevant experience in client servicing, insurance, or related fields.
- Prior experience in Employee Benefits or Corporate Solutions is highly preferred.
- Strong ability to meet tight deadlines and work effectively across cross-functional teams.
- Excellent verbal and written communication skills in English.
- Proficient in Microsoft Office tools, particularly Excel and PowerPoint.
- Demonstrated ability to manage conflict, resolve issues, and build strong relationships.
- Comfortable working in a fast-paced, dynamic environment and adapting to evolving client and business needs.
