Client Service Coordinator - Delta Dental of New Jersey : Job Details

About Us Delta Dental of New Jersey and Delta Dental of Connecticut are proud to be leaders in the dental insurance industry, offering a wide range of plans to meet the needs of individuals and employers alike. As New Jersey's largest dental coverage provider, we are committed to delivering high-quality, cost-effective solutions designed to meet the diverse needs of our customers and our team is growing. In Connecticut, Delta Dental of Connecticut, Inc. provides fully insured dental coverage, while Delta Dental of New Jersey administers self-funded dental benefit programs. We proudly serve over 1.7 million individuals through more than 1,800 groups, including commercial, school board, and government programs. Since 1969, Delta Dental has been at the forefront of innovation, offering programs that control costs while ensuring the highest level of benefits. As a member of the national Delta Dental Plans Association, we provide national dental coverage to over 75 million people across 139,000 groups. Our commitment to excellence is reflected in our prestigious Standard & Poor's A+ rating for financial strength. Join us and be a part of a trusted company with a rich history of delivering quality dental benefits to millions. In addition to a great culture, we offer excellent benefits including medical, dental, Rx and vision, matching 401k, enhanced tuition reimbursement, and generous time off to recharge. We value our associates and support everyone with learning and development, active wellness, and diversity initiatives, and even paid time off to volunteer at causes that you care about. Job Summary As a Client Service Coordinator, you'll play a pivotal role in delivering exceptional client experience by serving as a trusted partner to brokers, clients, and internal teams. You'll manage the onboarding and ongoing service of small to mid-sized group clients, ensuring their needs are met with professionalism, accuracy, and care. From coordinating benefit implementations to resolving complex inquiries, you'll be the go-to resource for driving satisfaction, retention, and operational excellence across every stage of the client lifecycle. Essential Functions & ResponsibilitiesCustomer Management:

• Manage retention and renewal of assigned client groups (51-99 subscribers), including rate negotiations with Underwriting and brokers, and documentation in Salesforce.
• Conduct orientation meetings for Benefit Administrator alongside the assigned Account Manager to ensure they understand plan administration and support resources.
• Collect and organize new group administrative information and enter it into Salesforce Onboarding Case.
• Use CRM tools (e.g. salesforce) to document client interactions, track onboarding progress, monitor inquiry and PHI form status, and maintain accurate contact records.
• Ensure administrative and contact information is complete and accurate prior to on-boarding.
• Schedule and manage onboarding conference calls with clients and internal stakeholders.
• Prepare and assemble required onboarding documents, including New Group Application, New Group Checklist and PHI forms. Maintain the onboarding tracking spreadsheet documenting decisions, meeting notes, and outstanding issues.
• Orchestrate meetings with TPA/Eligibility and other vendors as needed to ensure successful member enrollment.
• Lead member orientation meetings to present dental programs to employees in both formal and informal settings; attend in-person open enrollment events for new and existing groups.
• Take Ownership of client and broker issues from initial inquiry through resolution - acknowledging requests promptly, coordinating across teams, escalating when needed, and ensuring timely follow up.
• Research and analyze customer inquiries to identify root causes, anticipate follow up needs, and communicate proactively with new and existing groups to maintain satisfaction and transparency.
• Support clients and brokers by resolving billing, benefits, claims or other administrative inquiries with accuracy and professionalism.
• Coordinate the timely production and delivery of administrative documents/, contracts, benefit booklets, and set-up as requested.
• Coordinate the timely request and delivery of open enrollment and event materials - electronically or on site - while minimizing the need for expedited shipping.
• Process group benefit change requests using established checklists to ensure accuracy and compliance with internal procedures.
• Coordinate and deliver required materials for Benefit Fairs or Open Enrollment Events to ensure timely and accurate distribution.

Product Knowledge:

• Communicates the features and benefits of Delta Dental's networks and products clearly and confidently to brokers, groups, and employees.
• Apply knowledge of Delta Dental's internal processes and operations to support efficient customer resolutions and client service.
• Maintains current knowledge/proficiency of internal processes and procedures and assists in building efficiencies and effective positive process improvement.

Team Collaboration:

• Collaborate with Sales Executive, Client Administration to manage administrative responsibilities of new group on-boarding and existing group management.
• Works collaboratively with Account Executives, Account Managers, Service Coordinators and Assistant Vice President to ensure an excellent customer experience throughout the life cycle of our group and broker relationships.
• Effectively manage and track new group implementation to ensure successful launch keeping the group, its broker, the Account Executive and operational staff informed of progress and risks.
• Collaborate with Account Team and other operational departments on more complex service issues.

Essential QualificationsKnowledge, Skills & AbilitiesTechnical and Functional

• Ability to create, maintain and enhance customer and broker relationships.
• Ability to foster and build relationships with Sales team members, brokers and group contacts.
• Ability to anticipate client needs and next steps based on inquiry patterns and service history.
• Ability to negotiate and influence decisions.
• Strong organizational skills and ability to handle multiple priorities in a fast-paced environment.
• Attention to detail and strong analytical skills.
• Ability to solve problems and make decisions independently.
• Excellent concise and accurate verbal and written communication skills that demonstrate a commitment to service excellence.
• Ability to confidently present information to employee and employer groups in formal and informal settings
• Proficiency with CRM (i.e., Salesforce) and MS Office Suite

Experience, Education and Certifications Required Experience Required

• 2-4 years of proven success in a service-related position.
• Experience in the insurance industry is strongly preferred.

Required Educational Level

• Bachelor's degree in business administration/marketing or related field and/or 2-4 years of proven success in a service-related position.

Certifications/licenses required/preferred.

• Health Insurance producer license strongly preferred.
• Valid Drivers License in state of residence.

Required Physical Abilities The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit and perform extensive close keyboard and PC work.
• Ability to walk, talk and hear.
• Occasionally required to stand and reach with hands and arms.
• Ability to operate a motor vehicle and travel to meet business needs/visit clients and brokers.

Working Environment

• Ability to meet deadlines and attendance standards.
• The noise level in the work environment is usually moderate.
• This classification will be required to sign a confidentiality agreement.

DDNJ Competencies AccountabilityAdaptability-FlexibilityCommunicationCustomer FocusListening Presentation Problem Solving-AnalysisNegotiation and influencing Collaborative Process-TeamworkDependability#LI-Hybrid