Britta Blake

• Managing 28 clients, with an average revenue of 2.5 million, with a focus on large clients (500-1,500 employees)
• Leading a team of 5 - Client Relationship Manager, Plan Analyst, Claims Liaison, and Benefits Administrator
• Received 2022 & 2023 Top Add Line Sales, adding additional revenue of $80,000, while consistently adding 1-2 new clients a year
• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties (clients, prospects, vendors, and employees) involved by Organizing and communicating timely on the status of inquiries, activities, service issues to internal and external contacts and collaborate/respond
• Organized regular client meetings to discuss progress, address concerns, and maintain open lines of communication - pre-renewal, renewal, open enrollment, stewardship, and lunch/learns
• Update agency management system with policy changes or renewals, including all various aspects of information needed in the system and carrier/vendor changes
• Coordinate and assist Managing Partner/clients with renewals and establishing timelines through a Pre-Renewal process
• Verify post-enrollment data including enrollment and accuracy of rates within one-month of open enrollment close
• Create and maintain documents including open enrollment presentations, stewardship reporting, educational materials, etc
• Conduct open enrollment and new hire meetings, onsite or remote, including creation of presentation materials as required
• Assists in planning, organizing, and executing special events and promotional activities
• Attend classes, seminars, and other continuing education to continue growth
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• Created a Call to Action interview series to spread awareness COVID-19 had on nonprofits and how communities can help. This allowed for opportunities to network with dissension makers https://www.youtube.com/watch?v=NhdEW-xE8N0
• Marketing activities and processes for creating, communicating, delivering messages to defined target prospective clients in the nonprofit market
• Drove email acquisition and marketing campaigns to support key business initiatives across account management, new business development and customer experience.
• Prospecting and identifying specific potential customers, systematically communicate with them to convert them from potential customer to current customer
• Relationship Managing and maintaining an ongoing relationship with clients once sold for retention purposes
• Seek out and market to/prospect potential “ideal clients.” Achieve agreed upon weekly prospecting commitments
• Solicit and sell agreed upon new clients using team selling approach
• Prepare for and attend weekly and monthly Level 10 Sales Meeting - EOS
• Collaborate with Account Manager to assist in collecting and providing complete information for carrier submission
• Assist in and sell new lines of coverages to current clients collaborating with the Account Manager
• Participate in the development and deployment of marketing and branding materials
• Assist with development and deployment of industry, program and coverage niches
• Participate in the development of risk management solutions and resources
• Maintain a proactive relationship with existing clients to retain the recurring revenue specifically at a high level – touching client 2-4 times per year
• Attend with Account Manager renewal and pre-renewal meeting with client if applicable
• Execute on Risk Management Plan and handle Risk Management needs of client
• Collaborated with project managers to review project progress and plan new business development initiatives.
• Monitored sales performance metrics and provided regular updates to senior management, supporting data-driven decisions.

• Managing 18 brokers, middle market (100-500 employees)
• Mentored 3 new Account Specialists
• Work with producers and policyholders to understand concerns and needs, and act as liaison between home office departments and the client to interpret existing contracts, initiate plan improvements, resolve administrative inconsistencies and answer commission, claims, premium and evidence questions
• Coordinate submission of new groups
• Work with policyholder, producer, and sales, underwriting and billing to set up and install new case
• Understand sold case parameters to be engaged throughout new sale process
• Manage amendment process to make changes to policyholder’s contracts, following underwriting, compliance and administration guidelines
• Collaborate with sales representative to negotiate renewals with underwriting, communicating clients’ risks, and opportunities; prepare and present renewal to clients
• Understand, interpret, and clearly deliver claims experience reporting data
• Identify and promote sale of additional lines of coverage or plan improvements highlighting new product offerings and enhanced product features
• Facilitate enrollment and re-enrollment process, involving preparation of enrollment materials, conducting on-site enrollment meetings or being present at benefit fairs
• Provide education to clients on Standard billing and reporting web-site capabilities and navigation
• Work closely with underwriters, claims, billing, and other internal departments to facilitate smooth operational functions.

Client Service Specialist responsible for managing and performing all functions related to the internal service needs of RSL’s in force policyholders within the Regional Sales Office for middle market clients. Leading the day-to-day in-force relationship, managing the case setup process and handling all service-related issues.

• Lead Client Service Specialist for the Michigan School District, a block of business with more than 200 schools

• Lead the process for new client submissions, implementation, billing set-up and establishing protocols and communication preferences for a successful initial experience with RSL
• Lead, participate in or support the customer enrollment process, with particular emphasis on employee paid
(voluntary) enrollment
• Client service, support and advocacy with home office functional areas as required (i.e. facilitation of support and/ or appropriate triage of inquiries and issues including claims, billing, contracts, technology/web, etc.)

• Lead the case-submission and setup process for new cases
• Effectively manage and pro-actively resolve all in-bound client service issues
• Work closely with the Claims Department to help pro-actively assist clients on sensitive or time-sensitive claim issues
• Actively learn and become proficient in the different computer systems and company databases to assist clients • Produce and monitor regular control reports, tracking the flow of new business and amendments to and from the Home Office and onto the Policyholder
• Year-End summary and renewal – coordinate with Sales, the Renewal Specialist, Underwriter and Broker, as required, to ensure a smooth and successful renewal for assigned cases