Senior Client Advocate

Summary

Join Horace Mann as a Senior Client Advocate to lead the client experience for group insurance plans. Ensure a smooth and positive journey for plan administrators and brokers. The ideal candidate will be an experienced relationship manager with a strong insurance background, exceptional project coordination skills, and a proactive approach to problem-solving. Responsibilities include serving as the primary point of contact for clients, building strong relationships, developing implementation plans, collecting documentation, collaborating with teams, overseeing training, hosting meetings, providing responsive service, staying updated on regulations, partnering with internal departments, coordinating with external carriers, delivering reports, leveraging project management tools, proactively resolving issues, and contributing to process improvements. The role requires a high school diploma or GED, a bachelor's degree or equivalent experience, and at least 5 years of client-facing experience in insurance or financial services. Travel to the Texas office for bi-annual meetings is required.

Requirements

• High School diploma or GED equivalent, required
• Minimum of 5 years of client-facing experience, preferably within insurance or financial services
• Demonstrated ability to manage complex cases, including: Clients with large employee bases and multiple locations Integration with multiple carriers and benefit platforms Employer-paid and voluntary group benefits High-volume data exchange (e.g., EDI files)
• Advanced proficiency with project management and communication platforms (e.g., MS Project, Asana, Slack, etc.)
• Strong problem-solving and critical-thinking skills
• Exceptional organizational, communication, and interpersonal abilities
• Travel to Texas office for bi-annual meetings, required

Responsibilities

• Serve as the primary point of contact for plan administrators and brokers post-sale for all group insurance products, including Short and Long Term Disability, Critical Illness, Hospital Indemnity, Accident, Cancer, and Life Insurance
• Build and sustain strong client and stakeholder relationships to ensure an exceptional client experience
• Develop and manage detailed implementation plans according to established procedures and timelines
• Collect and verify documentation from clients and internal teams; maintain accurate implementation workbooks
• Collaborate with the enrollment and communications team to execute strategic enrollment initiatives that support participation and premium goals
• Oversee enroller training sessions and conduct platform testing in preparation for open enrollment
• Host regular planning and status meetings with clients and brokers throughout the implementation phase
• Provide responsive, professional service to address inquiries and resolve issues
• Stay up to date on regulatory changes and industry best practices
• Partner with internal departments—sales, underwriting, legal, compliance—to anticipate challenges and resolve complex cases
• Coordinate with external carriers (medical, dental, vision) and third parties as needed
• Deliver reports and summaries to internal stakeholders and leadership
• Leverage project management and communication tools to streamline workflow and stakeholder engagement
• Proactively identify and resolve service issues throughout the plan year
• Contribute to process improvements and policy enhancements through feedback and insights

Preferred Qualifications

Bachelor's degree in a related field or equivalent work experience preferred