Account Manager

Responsibilities

• Provide outstanding relationship management for day-to-day administration of complex voluntary insurance benefit plans on behalf of agents and clients.
• Perform research, resolve issues, and communicate solutions/alternatives that best serve the customer.
• Develop and maintain close relationships with clients, agents and internal partners to deliver superior customer service and improve client retention.
• Research a broad range of inquiries/issues and determine potential solutions/alternatives; negotiate problem resolution.
• Gather data from multiple systems to interpret, troubleshoot and resolve issues.
• Handle more complex service issues, general administrative processes and/or key partnerships.
• Follow-up with business groups and service vendors to ensure service levels are met.
• Initiate and lead calls with agents, clients and enrollment vendors to review account details, discuss plan offerings and resolve complex service level issues.
• Identify and promote additional service opportunities to aid in the retention of inforce voluntary plans.
• Address client needs, develop action plans and consult on products, services and capabilities that add value for the client.
• Provide education to agents, employers, internal wholesalers, and regional vice presidents on product administration, systems, and portals.
• Make suggestions to use the system to its full advantage.
• Participate as needed in cross-functional initiatives as a department subject matter expert.
• Review billing discrepancy, new business, and reenrollment reports to resolve complex employee and client level issues.
• Produce and provide marketing materials for clients and agents; work directly with Marketing team as needed.
• Keep current on products and systems to educate agents and clients.

• Bachelor’s degree in a business field or equivalent combination of education/experience
• Two years of insurance or client relationship experience
• Customer service, relationship management or research related experience in a corporate environment
• Excellent written and oral communication skills to address client needs and provide education
• Excellent attention to detail and organizational skills
• Technical aptitude to quickly learn software applications
• Ability to work independently and leverage resources to complete assignments
• Advanced proficiency using Microsoft Office products (e.g., Word, Excel, PowerPoint)