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Assistant Director National Accounts Relationship Management, Group Benefits at The Hartford

Assistant Director National Accounts Relationship Management, Group Benefits

The Hartford Houston, TX Full-Time
You are a driven and motivated problem solver ready to pursue meaningful work. You strive to make an impact every day & not only at work, but in your personal life and community too. If that sounds like you, then you've landed in the right place.

This position is 100% work from home but must sit in the Central or Eastern time zone.


* Direct accountability for leadership of assigned Sr. CRMs for National Accounts.
* Is accountable for the National Accounts customer experience as well as profitable growth and persistency on the in force book of business as defined by the operating plan.
* Exceptional ability to drive employee engagement and build an inclusive environment and professional development opportunities for team members.
* Drive consistency of all goals delivered to Sr. CRMs as well as other required leadership messaging across their assigned team.
* Be active and vocal leaders representing the field/external perspective to internal business partners
* Partners with NA DRM on service related and client facing imperatives to drive an exceptional customer experience.
* Can represent region/DRM, as needed
* Tracks/reports to DRMs on upcoming renewals, escalated client issues, add issue projections, RFPs, etc.
* Engages with team on add issue planning
* Cascade and follow-up on other internal partner requests and provide follow-up (billing requests, RFCs, etc.)
* Tracks CRMs performance/coaching and updates DRMs as appropriate around performance issues
* Acts as initial escalation point for their team
* Ensure that Sr. CRMs follow blueprint initiatives/objectives and monitor/assist with ongoing customer strategies
* Ensure salesforce updates are being made accurately and timely
* Facilitate huddles and 1:1s
* Conducts annual performance review and ongoing coaching

Book of Business Management

* Responsible for managing a small group of National Account customers. This includes meeting with customers based on each customer's preference and needs, which is typically 1 - 2 times per year. This may likely include out of state travel.
* Primarily responsible for managing all aspects of each customer's relationship with the various disciplines within Group Benefits. This includes anticipating customer needs and taking proactive steps to advance the relationship and deliver consultative solutions.
* Confidently and effectively delivers The Hartford's strategy and message (from finalist through overall management of a customer and BOB)
* Appropriately and effectively leverages Hartford resources to deliver and execute on customer strategy
* Develops and executes comprehensive BOB strategy consistent with, segment requirements, and individual customer's needs.
* Strategizes on customer's enrollment and consumer education needs, utilizing the resources, tools and systems available to improve the customer risk profile by increasing participation and penetration.
* Drives the renewal process in collaboration with the National Account Executive and the Underwriter, engaging other business partners as appropriate.
* Primary liaison between customer, producer, underwriter and internal business partners to ensure customer needs are addressed, bringing in the right resources at the right time. This includes keeping the NA Client Consultant and Account Executive informed, engaging them as needed.
* Delegates tasks to NA Client Consultant, providing direction and mentoring as needed. Partners with NA Client Consultant to service existing accounts, effectively addressing customer inquiries, implementing processes and resolving customer issues. In conjunction with the NA Client Consultant, educates customers on plan administration and processes.
* Partners with Claims Customer Support Team (CCST) to communicate changes in process, resolve claim concerns and identify trends. Facilitates development of strong relationship between CCST and customer.
* Maintains knowledge of our competitors in the national market
* Actively supports pre-sale / finalist activities in conjunction with internal business partners. This includes occasional travel to participate in finalist meetings, typically on short notice.
* Coordinates various types of audits (e.g. claims, security, premium) with appropriate internal partners, customers and any third parties that may be involved; activities include things such as coordinating the necessary resources, agreements, payment of fees, and the gathering & disseminating of information.
* Identifies opportunities for process improvement, for the benefit of individual customers and the broader customer base, and takes action as appropriate.
* Aggressively looks for cross-selling and other relationship opportunities within GB and throughout Hartford Financial Services.
* Participates in special projects in support of organizational needs, effectively assessing and communicating business impacts.


* 5 + years of GB Account Management, Claims or Underwriting preferred.
* Prior leadership experience preferred but not required
* License required for all states within which inforce cases for direct reports are sitused.
* Travel is required within assigned territory and for select national events.
* Possesses strong marketplace relationships.
* Robust command of employee benefits products and services.
* Understands organizational processes, methods and systems.
* Strong financial acumen is required.
* Takes Ownership - Takes immediate and independent action, suggests improvements, sets high standards for self and others and works hard to achieve them.
* Conveys a commitment to providing responsive customer service.
* Effective writing and communication skills required
* Strong conflict resolution and critical thinking skills required
* Demonstrates strong coaching and feedback ability
* Demonstrates effective team relationships across organizational lines.
* Collaborates with other members of the organization to deliver results and communicate customer needs effectively.
* Ability to convey The Hartford's value proposition and differentiators in the marketplace.
* Demonstrates high accountability and ownership


The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford's total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:

$125,000 - $125,000

Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age

About Us | Culture & Employee Insights | Diversity, Equity and Inclusion | Benefits

AD Relationship Mgmt NA - SA07HE

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