Adviser’s unwavering commitment to clients and staff is the ‘lifeblood’ of her brokerage
As chief client officer of FBMC Benefits Management Inc. in Tallahassee, Fla., Michelle Robleto is playing a pivotal role in establishing and launching corporate objectives both internally and for clients of the 119 employee firm with six locations.
She consistently pushes her team to excel and has established “outstanding” relationships with FBMC’s employees and clients, leading all projects with a “servant’s heart,” says David Faulkenberry, president of the brokerage. For Robleto’s unwavering commitment to all those she works with, EBA has named her a 2017 Most Influential Women in Benefit Advising.
To select this year’s honorees, EBA editors asked readers to submit the names of thought leaders who are making their mark on the benefit business through their unique approaches to client relations, benefits technology and/or mentoring other women. From the dozens of submissions received, the editors chose 30 benefit advisers to recognize for their outstanding achievements.
“[Robleto] consistently pushes her team to excel and has established outstanding relationships with our clients, constantly seeking to ensure we exceed their expectations,” Faulkenberry says. “Michelle’s relationship with her team and our clients is the lifeblood of the organization, ensuring long-term client retention, and providing a stable platform from which the company can continue to grow.”
She has worked to establish clear expectations and trackable metrics within FBMC’s service center department, which has enabled the brokerage to define exceptional customer service for clients and their employees.
Innovation, for her, means passion. “Caring about our clients and their needs,” she says. “Innovation is also about vision — anticipating the needs of our clients in the future, not just satisfying them today.”
“Whether it is generational changes, demographic shifts, or ever-changing regulations, I know the needs of our clients are always a moving target,” she explains. “Being an innovator means we will always be passionate about finding the best products and services for our clients to offer their valued employees.”
As Florida’s deputy insurance commissioner from October 2011 to January 2013, Robleto has deep contacts in the industry, which allow her to secure subject matter experts in the fields of benefits and healthcare reform for FBMC’s annual client benefits conference.
“Her ability to bring influential speakers from Washington and major carriers enables our clients to learn from and participate in dialogue with leading benefit experts,” Faulkenberry says. “The education they receive through this engagement enables them to make effective benefit decisions for their employees and retirees.”
In addition to her clients, she is deeply dedicated to the firm’s employees. FBMC recently implemented a corporate-wide objective to encourage an owner mentality among employees by encouraging personal ownership.
“As owners, FBMC’s staff is encouraged to share their ideas, take responsibility for their work and be accountable for results,” Faulkenbery says. “Likewise, they should have the opportunity to revel in the company’s successes. This type of cultural shift is not accomplished overnight. It takes time and proactive engagement.”
To achieve that, Robleto built a communication bridge for the behind the scenes workers in the corporate office to better include them in the outcomes from onsite client enrollments.
Robleto also serves as a mentor and role model for many women at FBMC who desire to move up the ladder. “Her industry insight and compassionate heart serves her well in coaching her team to success,” Faulkenberry says. “She frequently provides encouragement and tangible feedback to help countless women toward personal and professional growth and to help them to stand out in their roles.”