Sr Account Service Representative

Overview

Use your strengths as Sr. Account Service Rep at Wellmark! In this role, you’ll support renewal and retention activities under minimal supervision for one of our Large Group Account Management teams. This includes researching, resolving, and providing prompt, courteous, and accurate responses to agents via phone, written correspondence, or email. You’ll serve as an advocate on behalf of Wellmark by providing education regarding products and services to our agents.

Additionally, you’ll support the coordination and facilitation of agent meetings, as well as collaborate with business partners (Operations, Underwriting, etc.) to evaluate the needs and requests of our customers.

Ideal candidates are team players who thrive on gaining a deep understanding of how benefits work, researching information, thinking critically to resolve questions, and achieving customer/client satisfaction in a dynamic work environment. Sr. Account Service Reps are masters of time management, prioritization, organization, and enjoy partnering with Account Managers to support diverse blocks of business. The ability to proactively keep things running smoothly energizes you.

You enjoy the art of presenting, providing an education to the intended audience and positioning Wellmark as a leader in the industry.

• Support renewal and retention activities for Large Group Account Management teams.
• Research, resolve, and provide prompt, courteous, and accurate responses to agents via phone, written correspondence, or email.
• Educate agents regarding Wellmark products and services; coordinate and facilitate agent meetings.
• Collaborate with business partners (Operations, Underwriting, etc.) to evaluate customer needs and requests.
• Proactively manage schedules and time to ensure smooth workflow and timely responses.

• Associate’s Degree or direct and applicable work experience.
• 4+ years of experience in customer/client support or related roles with increasing levels of accountability, such as support of key accounts, clients, or lines of business, and proven track record of success.
• 1+ year of office administration experience (e.g., review/submittal of paperwork, RFP/document preparation, meeting coordination, etc.) from within insurance, financial services, or similar corporate environment.
• Strong interpersonal and relationship management skills with ability to develop deep understanding of customers’ and stakeholders’ needs, ask meaningful questions, and provide guidance or recommendations based on subject matter expertise. Must be able to ensure client satisfaction.
• Strong written and verbal communication skills, including the ability to facilitate presentations. Must be able to effectively communicate to varying audiences.
• Ability to produce results while maintaining a commitment to accuracy, attention to detail, prioritization, and time management. Willingness to exercise flexibility while working in a team environment.
• Proficiency with Microsoft Office applications, such as Word, Excel, or Outlook.
• Valid Driver’s License with limited travel 20-30%.
• Life & Health insurance license, or the ability to successfully obtain license within 2 months.

Life and Health Insurance License required or successfully obtain license within 60 days of hire.

• Assist in the development and management of relationships with customers and consultants. Maintain relationships with assigned customers, agents, and/or consultants through effective communication, customer service, agent training, and personal interaction during meetings, lunches, or other specified events. Keep Account Managers and leader informed of customer interactions and status updates.
• Primary focus to understand the customer’s true needs by way of consultation, research and resolution of specific and escalated inquiries. Reinforce with business stakeholders the customer experience by providing prompt, courteous and accurate responses to customers and/or agents.
• Prepare and submit required group-specific paperwork for new or renewal business, which initiates the group contract/agreement, as applicable, accurately and within specified time frames…