Account Management Analyst

Description

Job Title:

Account Management Analyst
Job Type: FT

Location:

Hybrid 3+ days in office (Charlotte, NC)

We are passionate about our clients having a great experience and this also applies to our team and our future team members. Building a remarkable team is a top-level company priority. An Account Management Analyst will play a key role in supporting the Account Management team by ensuring smooth day to day operations, maintaining organized workflows, and enabling Account Managers to focus on client relationships and strategic initiatives.

This role is ideal for someone who thrives in a fast paced environment, enjoys problem solving, and excels at keeping teams coordinated and informed. The Account Management Analyst will report to a Team Leader, Account Management.

• Monitor case queues daily for incoming activity.
• Triage, analyze and either reassign or resolve inquiries assigned to applicable queues in CRM.
• Keep CRM current and accurate based on information received by clients and broker partners.
• Assist with monitoring and reporting on multiple performance metrics, including but not limited to daily case activity & phone activity.
• Call calibrations – pull, monitor and score a random sampling of calls monthly.
• Review and reassign or complete tasks assigned to Account Management team.
• Process various documents through legacy or enhanced platform (miscellaneous documents that need to be processed, specific updates that are reported out of various systems, etc.).
• Act as a liaison between the Account Management and Claims teams to ensure all claims documentation is complete, up to date, and accurate.
• Coordinate claim feed authorization forms – work with Account Manager to validate claim parameters, complete form and send to carrier.
• Pull system reporting to support performance guarantees for applicable clients; prepare final reporting to provide to client(s).
• Monitor quarantined emails daily for release.
• Support client interactions as needed.
• Perform other duties as assigned.
• Maintain quality work that exemplifies and promotes our company’s core values.

• An individual that understands the value of providing a high level of customer service.
• An individual who is hyper focused on excellent service turnaround times.
• An individual with 1+ years of relevant Account Management work experience. Previous experience in benefits management, customer service or account management related field required.
• Preferred associate or bachelor’s degree but not required.
• A collaborative peer who can empower teammates to grow personally and professionally.
• A detail orientated individual with strong organizational and prioritizing skills, and the ability to be flexible and multi-task in a collaborative environment.
• Able to confidently use independent judgment and expertise to manage both clients and brokers.
• Someone with strong interpersonal skills who understands that our business objective is to provide superior customer service and can handle conflict in a professional manner.
• An internally motivated individual with a high level of personal worth looking to grow personally and professionally.
• A qualified candidate who possesses above average analytical and problem-solving skills.

Flores

HR’s standard work hours are Monday through Friday, 8:30 a.m. to 5 p.m. ET with an hour lunch. Roles may be approved for other schedules by managers. This role operates in a professional hybrid office environment based out of our Charlotte office (off West Morehead) (3+ days in office). This role is mostly sedentary and consists of prolonged periods sitting at a desk and working on a computer.

This role also utilizes other tools such as a phone, copy machine, and printer. Common programs often used are Outlook, Word, and Excel. This position frequently communicates with Flores

HR team members and candidates and must be able to exchange accurate information clearly in these situations.

At Flores

HR, we invest in our people, our community and our technology and strive to provide work life balance, paired with professional growth for each of our employees. We provide an innovative…