Client Service Director, Employee Benefits

About HUB

HUB advises businesses and individuals on how to prepare for the unexpected. As one of the world’s largest insurance brokers, HUB focuses on providing customers peace of mind through advocacy and tailored insurance solutions.
Opportunity

The Employee Benefits Account Management team requires an Employee Benefits Client Service Manager to oversee day‑to‑day operations, manage a team, and support clients in health and welfare programs.
Key Responsibilities

Manage a team of employee benefits service staff.
Develop and execute product, service, and technical training programs, set departmental expectations and standards, and audit standards for coaching and feedback.
Answer team questions, resolve complex issues, and provide escalation resources.
Conduct team meetings to update on best practices and clarify assignments.
Adjust workloads, coordinate schedules, and reallocate duties for absences.
Stay current on HUB resources, carrier updates, and state/federal regulations.
Develop and manage implementation strategy with producers and HUB leadership.
Review client deliverables for quality, branding, and presentation standards.
Champion communication of goals, vision, and procedures from HUB leadership.
Consult with team members and incorporate new ideas.
Conduct annual performance reviews and assist in budgeting and expense monitoring.
Foster a positive working environment and share performance analysis with leadership.
Work with regional employers’ benefits leaders to identify and execute initiatives.
Attend and participate in Central & Northern California ECM meetings.
Develop best practices for benefit technology platforms such as Benefitpoint, Zywave, and ImageRight.
Visit prominent EB clients to assess satisfaction and service needs.
Work with Commercial and Personal Lines to facilitate cross‑sell activities.
Assist producers in developing new business opportunities and delegating tasks.
Serve as client point of contact for eligibility, claims, billing, and benefit administration inquiries.
Maintain accurate account files and update HUB systems.
Continuously seek knowledge of industry changes and recommend client adjustments.
Attend continuing education training and courses.
Perform other duties and projects as assigned.
Qualifications

High School Diploma or GED (college degree strongly preferred).
5–10 years of benefit insurance experience (brokerage preferred) or equivalent education/experience.
2+ years of supervisory experience.
Life & Health license required.
Skills & Knowledge

Assertive staff supervision, responsiveness to staff needs, and fair evaluation.
Professional oral and written communication with internal and external customers.
Presentation skills for managers, clients, and the public.
Critical thinking and problem‑solving abilities.
Customer service orientation and conflict resolution.
Client relationship development and vendor coordination.
Team coaching and development.
Information gathering, analysis, and thorough problem solving.
Prioritization and task organization.
Computer skills: Microsoft Office, Outlook, and agency management systems.
Basic math skills for calculations of discounts, commissions, and percentages.
Working Conditions & Physical Demands

Primarily stationary with frequent communication via phone or in person; requires basic computer use and occasional movement within the office.
Benefits

Competitive, flexible benefits including health, dental, vision, life, disability insurance, FSA, HSA, 401(k), paid time off, bonuses, and equity or commissions for eligible positions.
Equal Employment Opportunity

HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, veteran’s status, or any other characteristic protected by local, state, or federal laws.

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