International Account Manager

We’re hiring for an International Employee Benefits Account Manager to support our growing International Benefits team in Birmingham!

To keep up with our growth in the UK and Ireland, we are recruiting for an International Employee Benefits Account Manager to join our International Benefits team. You will be responsible for looking after a portfolio of clients, providing administrative support and taking ownership of all areas of client service delivery, working in partnership with the relevant Consultant to provide outstanding customer service.

• Customer orientation - displays a positive attitude and behaviours, demonstrating an awareness and willingness to respond to customers to exceed their needs, requirements and expectations. A passion for delivering customer service excellence, going over and above
• Strong communication - able to express themselves clearly and positively, both verbally and in written communication
• Excellent listening skills, always checks administrative work
• Good organisation – including time management and prioritisation when it comes to customer needs above all else. Handles own time effectively and able to handle the expectations of other collaborators regarding delivery timescales
• Activity oriented - works at a fast pace but doesn’t sacrifice attention to detail, enjoys being busy
• Problem solver/innovative - capable of developing innovative solutions for clients using knowledge and research skills as well as liaising across teams to deliver solutions. Brings new insights to the table
• BA or BSc degree preferred or equivalent experience

• Gathering information – liaising with product providers, HR and other third parties as well as internet based tools such as AXCO to conduct research on behalf of the client into their local markets and product options.
• Understanding client aims and objectives, requirements as per IDD to ensure recommendations are suitable and particular to each country.
• Servicing clients – responding promptly to client enquiries, in line with agreed levels of service (usually 24 hours), regarding their existing arrangements, renewals and any changes in circumstances.
• Using a work log or a similar programme to ensure that clients are fully advised as to progress.
• Handling Clients/Brokers - ensuring the relationship between the client or broker is led effectively and work alongside the local broker for the client’s renewals and administration of the client’s benefit plans, ensuring the client’s objectives are carried out on their behalf.
• Attending client meetings/conference calls both with Consultants and individually as appropriate. Ensuring all of the accurate information is gathered for the call and that the Account Manager and Consultant are fully prepared at request.
• Adhering to NFP’s Minimum Standards/Process Guides – working in line with the agreed minimum standards and process guides for Account Management to ensure that all clients receive outstanding customer service e.g. Ensure the accurate file structure is adhered to on Egnyte so that documents and information are easily accessible.
• Updating the system – keeping the back-office system up to date with client information and provider/broker contacts to ensure that high levels of customer service are delivered.
• Ensuring that all commission/fee expectation information is recorded correctly and in line with the MTBC minimum standards on Salesforce.
• Client reviewing and reporting – producing detailed reports and summaries for client reviews as required ensuring clients receive the most up to date and relevant information and guidance and liaising with the Consultant on these.
• Using Egnyte to ensure all client documentation is…