Account Administrator - Voluntary

Your Responsibilities

At Lockton, we’re passionate about helping our people achieve their ultimate potential. Our people are curious, action-oriented, and committed to delivering exceptional service. We listen actively, solve problems creatively, and support one another in a caring, collaborative culture. If you thrive in a client-focused environment and enjoy both technical and service-oriented work, you belong here.

The Account Specialist provides comprehensive support to clients, brokers, carriers, and internal teams. This role combines traditional account servicing responsibilities with specialized technical work in Employee Navigator, including implementation, configuration, troubleshooting, and ongoing client support. Success in this role requires strong organization, attention to detail, communication skills, and the ability to manage multiple priorities in a fast-paced environment.

• Responds to routine client inquiries via phone and email, documenting communications, issues, and resolutions; escalates complex matters as needed.
• Prepares written correspondence and contacts underwriters as requested by senior staff.
• Assists with renewals by gathering enrollment data, volume reports, and benefit summaries.
• Produces or assists with employee communications such as newsletters, bulletins, and presentations.
• Supports financial reporting for renewals by gathering and compiling client information.
• Executes requested policy changes and processes policies/endorsements for accuracy and completeness.
• Assists with loss‑run requests and extends expiring binders as needed.
• Responds to tasks generated by the Renewal Assistance Program and updates reports upon completion.
• Maintains carrier product information and researches industry trends and regulations.
• Enters data into internal systems and audits for accuracy and compliance with procedures.
• Maintains client records and assists with invoicing, billing research, and error resolution.
• Gains a working understanding of insurance brokerage operations and account servicing processes.
• Performs additional duties and responsibilities as assigned.

• Manages information gathering, timelines, and project coordination for new and renewing groups.
• Communicates with clients via email and phone throughout the implementation process.
• Configures group structure, plans, payroll, communications, rates, and contributions according to guidelines.
• Sets up PTO, ACA, and task modules within Employee Navigator.
• Conducts testing and quality assurance of sites prior to launch.
• Assists with manual eligibility processing and weekly record‑keeping for applicable cases.
• Maintains broker setup templates and document libraries.
• Takes detailed notes during client meetings as requested.
• Stays current on Employee Navigator enhancements and system updates.

• Provides timely (within 24 hours) and respectful support for open enrollment, renewals, new hires, and life events.
• Troubleshoots enrollment issues and provides training to clients and internal teams.
• Delivers general Employee Navigator training as needed.
• Supports cross‑client QA efforts.
• Creates or reviews sales materials, client‑facing documents, and internal documentation.
• Assists with project management tool implementation and related workflows.

• Bachelor’s degree in Business Administration or related field, or equivalent experience.
• Up to three years of client service experience required; insurance or benefits experience preferred.
• Strong proficiency in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint).
• Excellent verbal, written, and interpersonal communication skills.
• Understanding of industry trends and governmental regulations.
• Strong organizational and time‑management skills with the ability to meet deadlines.
• Ability to maintain confidentiality and comply with company policies and procedures.
• Ability to attend meetings, training sessions, and work outside normal business hours as needed.
• Ability to work for extended periods on a computer and operate standard office equipment.
• Ability to travel by automobile or aircraft as required.