Account Manager

About the role

We are a dynamic enterprise group of managed care and health insurance service companies which have become industry leaders in their diverse specialties. Headquartered in Dallas, Texas, the group has 10 offices around the world, including the United States, Canada, Panama, Ecuador, Colombia, and Dubai, and employs over 700 employees of various nationalities.

Responsibilities

• Develop relationships with all levels of clients and achieve positive reviews about service.
• Work with insurance agents throughout LATAM and internal operations teams to understand and fulfill clients’ needs.
• Serve as the main point of contact for all matters related to the agents.
• Ensure consistent engagement with accounts (calls, in-person visits, webinars, etc.).
• Respond to inquiries from clients and agents and provide updates in a timely manner.
• Resolve complaints and follow through to appropriate solutions.
• Act as issue escalation point and proactively recommend solutions to challenging client situations.
• Promote products through sales presentations, explain product characteristics, added benefits and pricing.
• Gather and communicate feedback from and to agents.
• Maintain agency performance, anticipate changes and improvements.
• Coordinate agent's seminar and visits, provide in person training and webinars on products, resources and company information.
• Respond to inquiries regarding process, services and products.
• Track sales incentives and contest.
• Support agents sales efforts in closing new business to achieve growth and sales targets.
• Generate quotes for individual and affinity groups.
• Collaborate with Sales to expand customer base and generate new business.
• Keep track of agency sales and prepare reports on account status.
• Execute call plans to follow up on pending cases to help increase closing ratio.
• Collaborate with sales team to identify grow opportunities and support sales strategies.
• Help forecast and track key account metrics, trends, and communicate progress.
• Generate reports related to agents portfolio, profitability and hierarchy.
• Support renewal process to achieve high retention rate.
• Manage sales leads of prospective agents and clients.
• Support Capabilities
• Provide recommendations on procedures to improve efficiency.
• Participate in projects, initiatives and perform other duties as assigned.
• Process collateral material request and coordinate shipping.
• Support Agents in closing new business and renewals through weekly review of status.
• Reports to help grow and maintain business portfolio.
• Works closely with Sales, Marketing and Operations providing systematic follow-up and feedback to improve our service and processes.
• Maintain performance, collaborate with other departments to meet corporate objectives.
• Oversee agent contract registration process and portal training.
• Aid with commission inquiries and review commission payments.

Qualifications

• Bachelor’s degree (B.A. or B.S) or associate’s degree from an accredited institution, preferably in business, marketing or related fields.
• Experience in Customer Service and/or healthcare, health insurance.
• Knowledge of travel and life insurance industry.
• Proven account management or other relevant experience.
• Excellent computer skills with proficiency in Microsoft Word, Excel, PowerPoint and Outlook.
• Excellent interpersonal skills.
• Analytical and interpretive skills.
• Excellent oral and written communication, including presentation skills.
• Strong organizational skills, with attention to detail.
• Proven ability to manage multiple projects at a time.
• Team oriented and collaborative with ability to work independently.
• High adaptability to change and flexible.
• Fluent in Spanish and English (written and spoken).
• Portuguese is a plus.
• Ability to multi-task, work under high paste environment and define priorities.
• Self-motivated and able to thrive in a results-driven environment.