Client Service Specialist, National Accounts (61TL) Irvine, California

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Position Summary

The responsibility of a Client Service Specialist, National Accounts is to build and maintain professional relationships with large, complex, sophisticated national account clients and vendors by providing client-level support services.


Essential Functions

  • Work with Account Manager(s), National Accounts and Vice President(s), Client Management National Accounts to successfully renew complex, sophisticated national account client (over 2,000 lives) employee benefits programs within timelines and quality standards, including:
  • Provide complete and accurate client information and census reports to Underwriting (UPS) to support national account marketing efforts
  • Assist the Account Manager(s), National Accounts and UPS Analyst(s) in the review and analysis of competitive carrier proposals, highlighting key differences and coverage enhancements
  • Ensure all client open enrollment communication documents, including benefit guides, federally mandated notices and the online benefit portal, are updated, accurate and ready for open enrollment
  • Provide clients with updated plan information including rates, contributions, imputed income information and carrier contacts
  • Coordinate transition of final renewal decisions to ProView Benefit Administration, COBRA and FSA departments by providing renewal rates, sample client communications and any applicable instructions for renewal planning and the preparation and communication process
  • Update client records in Zywave to reflect final approved carriers, benefits and rates
  • Participate, as a sample user, in building and testing plan eligibility rules, confirming employee and employer benefit rates, and verifying eligibility set-ups in client online enrollment systems
  • With direction from Account Manager(s), National Accounts, coordinate installation of new complex, sophisticated national account insurance policies including; setting up initial administration meeting between carrier and client, confirming preferred billing structure, and ensuring client access to carrier online administration tool(s)
  • Serve as primary contact for assigned national account clients and ProView benefit administrators handling day-to-day benefit coverage, compliance, eligibility, billing and claims issues, including:
  • Provide educated recommendations and solutions to clients, with direction from Account Manager(s), National Accounts, by applying industry knowledge and experience, specific to large, complex, sophisticated national accounts
  • Apply specialized benefits knowledge and compliance regulations, assisting with the auditing of client records and plan documents, as directed by Account Manager(s), National Accounts, to ensure compliance with state and federal regulations including, but not limited to, ERISA, HIPAA, COBRA and FMLA, specific to complex, sophisticated national accounts
  • Provide an elevated level of customer service, orally and in writing, to national account clients, responding to inquiries, issues, concerns and/or discrepancies in a timely and professional manner, effectively coordinating with internal and external contacts as needed
  • Maintain and update accurate client records in the customer tracking system, including client data, policy information and ongoing service tracking
  • Coordinate national account client wellness functions, including distribution of wellness newsletters, health fairs, bio-metric screenings and flu shots as needed
  • Establish and maintain professional relationships with national account clients, vendors, human resources contacts, insurance carriers and internal department members in a manner that illustrates and supports our client-centric philosophy, including:
  • Attend client centric meetings on weekly basis; facilitate meetings on behalf of Account Manager(s), National Accounts or Vice President(s), Client Management National Accounts  as needed
  • Serve as key liaison for communicating and resolving complex, sophisticated national account client issues within client centric team
  • Attend vendor meetings, providing feedback on vendor products and services, as well as expanding vendor knowledge, specific to national accounts
  • Participate in Company-sponsored seminars, training workshops and webinars to enhance insurance industry education
  • Ability to lift up to 30 lbs
  • Other duties and projects as assigned


  • Must be self-motivated, thrives in a fast-paced, team environment and able to work effectively with little supervision and direction
  • Strong active listening skills with the ability to ask thoughtful and probing questions to determine client needs
  • Demonstrated ability to exercise sound judgment when handling complaints, confidential and sensitive issues
  • Strong application and understanding of analysis techniques, benefit plan design and employee benefit laws, specific to large, complex, sophisticated national accounts
  • Strong organizational skills with excellent multi-tasking, problem-solving and follow-up skills, and the proven ability to deliver timely and accurate work product
  • Excellent written and oral communication, interpersonal and relational skills, including the ability to communicate effectively with remote locations, internal/external clients and vendors
  • Advanced skills in Microsoft Word, Excel, Access and PowerPoint; knowledge of Publisher and MS Project a plus

Experience and Education

  • Bachelors degree strongly preferred, or combination of applicable experience and education
  • Minimum three (3) years experience working in the health insurance industry, in employee benefit administration or in a Human Resources Generalist capacity, specifically with large, complex, sophisticated national accounts (over 2,000 lives) 
  • Strong working knowledge of health and welfare plans, including medical, dental, vision, STD, and LTD insurance, specific to large, complex, sophisticated national accounts
  • Active Life Agent License is required or must be obtained within three (3) months from hire date
  • HIPAA Certificate must be obtained within one (1) week of hire date

Please apply online: