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The Account Manager is responsible for managing an assigned book of business with a diverse clientele across various industries. Accounts may be fully insured, partially self-funded, self-insured or captive. Work within a team and be responsible for customer satisfaction, problem resolution, and retention of clients as well as supporting agents in sales and service.

Essential Duties And Responsibilities

• On-boarding new clients
• Respond to inquiries from clients and carriers.
• Complete RFP and request census.
• Initiate vendor renewal request with Service Representative. Coordinates process with agent to negotiate all renewal rate relief.
• Prepare Open Enrollment benefit guides, checklists, forms, summaries, presentations, Brainshark's and webinars.
• Communicate group enrollment process with Service Representatives to include: benefit guides, checklists, forms, summaries, or others as needed..
• Conduct OE meetings, health fairs, webinars
• Participate in the pre-renewal, renewal, and post renewal meetings.
• Educate clients on compliance.
• Be consultative and interchangeable with the agent
• Travel to client sites
• Other duties as assigned.

Additional Responsibilities

• Update agents on client activity, issues, and opportunities to develop further business.
• Build relationships with client contacts and provide recommendations for plan changes, claims issues, and renewal options.
• Learn new software programs as needed.
• Attend all scheduled team and staff meetings.
• Attend educational and product seminars.
• Participate in special projects as required.
• Overnight Travel as needed for client meetings, conferences, etc.

Competencies
To perform the job successfully, an individual should demonstrate the following competencies:

Customer Service Orientation – Makes extra effort to meet customer needs. Discover and meet customer’s underlying needs. Follow up on customer inquiries and complaints. Become trusted advisor to customers.

Teamwork - Balance team and individual responsibilities; Exhibit objectivity and openness to others' views; Give and welcome feedback; Contribute to building a positive team spirit; Put success of team above own interests; Support everyone's efforts to succeed.

Communication – Communicate effectively both verbally and in writing; Able to read and interpret written information; Speak clearly and persuasively in positive or negative situations; Listen and obtain clarification; Respond clearly to questions; Share information and ideas with others; Participate in meetings.

Quality - Demonstrate accuracy and thoroughness; Consistently look for ways to improve and promote quality; Apply feedback to improve performance; Monitors own work to ensure quality.

Dependability - Follow instructions, respond to Management direction; Take responsibility for own actions; Keep commitments; Commit to long hours of work when necessary to reach goals.; Complete tasks on time or notify appropriate person with an alternate plan; Works independently, be accountable, accept change, set high personal standards, remain focused under pressure, meet attendance/punctuality requirements.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience
- High School degree and 3-5 years related experience.
- Insurance industry or TPA experience preferred.
- Active Life and Health license or obtain within 90 days of employment

Time Management Skills
Ability to prioritize, organize and manage multiple assignments

Communication Skills
Excellent oral and written communication skills

Computer Skills
- MS Office Suite
- Brokerage Builder / ZyWave software experience.

Download this full job description to learn more.

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SUBMIT RESUME/PORTFOLIO

The Client Service Representative must effectively work within a team and is responsible for: client satisfaction; problem and issue resolution in a timely manner; Account Manager lead support; and maintaining a supportive client relationship. Additionally, accountable for recordkeeping of clients account information in company database.

Essential Duties and Responsibilities

• Respond to client and vendor inquiries in a timely manner.
• Process client enrollments, terminations, changes and ID requests into vendor systems and internal CRM database.
• Communicate the status of activities/service issues to client contacts and Account Managers.
• Maintain database by updating and renewing plan information, rates and additional information such as: saving enrollments, benefit summaries (SBC’s), group documentation/forms and emails.
• Coordinate documentation for new business implementation: group plan changes, maintenance change requests, and vendor submission for processing and follow up.
• Collaboratively work with Account Managers to maintain renewal activity calendar and past due renewal status list, and track rate renewal certification with vendors as well as maintain document status on database.
• Research and resolve billing, claim and other member service issues as directed by Client, Account Manager and Benefit Advisor.

Additional Responsibilities

• Build rapport with client contacts and vendors.
• Audit invoices after open enrollment has been processed.
• Update Account Managers and Benefit Advisors on client activity, issues, and opportunities to develop further business.
• Attend webinars and events on a variety of industry topics, new vendor products and services, and compliance related topics that may affect clients.
• Learn new software programs as needed.
• Attend all scheduled team and staff meetings.
• Participates in special projects as required.
• Other duties as assigned.

Competencies
To perform the job successfully, an individual should demonstrate the following competencies:

Client Service – Makes extra effort to understand clients underlying needs and expectations. Follows up on client inquiries, issues, and feedback. Strive to be a ‘trusted advisor’ to clients.

Teamwork - Balance team and individual responsibilities; Exhibit objectivity and openness to others' views; Provide and be acceptant of feedback; Contribute to building a positive team culture; Support the organization as well as your teams' efforts to succeed.

Communication – Communicate effectively and persuasively in any situation - verbally and in writing; Thoroughly digest and interpret information and request clarification when necessary; Listen carefully and respond to questions/communications concisely; Share knowledge and ideas and collaborate effectively with others; Actively participate in meetings.

Quality - Demonstrate accuracy and thoroughness; Focus on quality from beginning to end of assignments to ensure deliverables are met in a timely and professional manner; Apply provided feedback and actively seek solutions to improve quality of work and performance.

Dependability - Follow instructions and respond to management direction; Take responsibility for your own actions and follow-through on commitments; Be willing to commit to extended hours of work for required client deadlines and/or to achieve work-related goals; Complete tasks and projects on time and notify appropriate contact if an alternate plan is necessary; Work independently, accept accountability, set personal goals, remain focused under pressure, be acceptant of change when necessary, and meet attendance/punctuality and responsibility requirements. 

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience
High School degree and 1-year related experience.

Time Management Skills
Ability to prioritize, organize and manage multiple assignments

Communication Skills
Excellent oral and written communication skills

Computer Skills
- MS Office Suite
- Brokerage Builder / ZyWave software experience.
- General use of standard office equipment.

Physical Demands
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. While performing the duties of this Job, the employee is regularly required to sit; use hands to type as well as talk and hear. The employee occasionally stands and walks. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision and ability to focus on computer screen and paperwork.

Work Environment
The work environment characteristics described here are representative of a normal office environment. The noise level in the work environment is usually moderate to low.

Download this full job description to learn more.

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SUBMIT RESUME/PORTFOLIO