Client Service Manager

Towers Watson Exchange Solutions operates a private health care marketplace, Towers Watsons OneExchange, which supports all workforce populations: full- and part-time employees, early and Medicare-eligible retirees, and other special populations. With ten years of operating experience, Fortune 1000 companies, public sector employers and unions have been using OneExchange solutions to connect Medicare-eligible and pre-65 retirees as well as part-time employees to the individual market. OneExchange delivers significant health benefit cost savings, reduced administration and industry-leading customer service.

The Ongoing Client Service Manager (CSM) is the primary point of contact for clients of Towers Watsons OneExchange. Working within the Exchange Solutions line of business, this role has direct client facing responsibility and is ultimately accountable for ensuring all client needs are addressed in a thorough and timely manner.
Additionally, the CSM is responsible for partnering with a variety of internal Towers Watson associates including consultants, actuaries and other client-facing associates to ensure client satisfaction. The CSM must be a subject matter expert in Medicare, Health Reimbursement Arrangements and the internal processes related to OneExchange.

Key Responsibilities:
Provide day to day account management services for clients of Towers Watsons OneExchange. Client support is performed both independently as well as part of a team of internal associates including consultants actuaries and other support personnel.

Respond to, and resolve client inquires, concerns and data requests related to the various exchange services we are providing our clients. Resolution requires extensive teamwork throughout various departments within the firm.

Consult on service, communication and funding strategies to various levels of client management including senior level human resources and C-suite representatives.

Analyze operational and financial data and communicate effectively to clients and consultants.

Understand and communicate Health Reimbursement Arrangement solutions.

Ability to work in fast-paced, high email volume environment with seasonal fluctuations in workload.

A 2-4 year college degree in Business Administration, Marketing, Public Administration, or a combination of education and industry work experience.

7-10 years of industry related account management experience. Work history should include experience within the benefits administration or medical insurance industry that has provided you knowledge of medical insurance and/or Medicare insurance products. Medicare Industry knowledge is a huge plus for this role.

Microsoft Office competency required. Specifically, PowerPoint and Xcel are absolute requirements.

Experience in call center operations is desirable.

Proven track record of successfully managing a client book of business

Excellent time management and communication skills.

Excellent interpersonal skills; ability to relate well to others and understand their concerns.

Ability to present him/herself with professionalism and courtesy (even in stressful situations) through face-to-face interactions and through oral and written communications, including client meetings, conference calls, telephone, and email.

Experience presenting to and interacting with C-level executives of large organizations is preferred.

Ability to, make decisions and coordinate the work of others.

Strong computer skills and ability to use database and other reporting tools.

Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands: While performing duties of the job, employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, controls, keyboards; work on desktop or laptop computers; reach with hands and arms; balance; stoop; talk and hear. The employee must occasionally lift up to 15 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability adjust focus.

Work environment: The noise level in the work environment is usually moderate to low.

​​Equal Employment Opportunity:
Towers Watson is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

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