Account Manager, Employee Benefits

About the role

The Account Manager provides ongoing support and service to employee benefits clients in conjunction with Client Managers. This role is primarily an internally focused position, with some level of client contact. The Account Manager typically handles $900,000 in revenue.

Responsibilities

• Provide the Gibson client experience to existing accounts and potential clients by promptly handling client requests, questions, and policy changes, in a professional manner.
• Document all client activity and correspondence into agency management tools and software systems.
• Manage the day-to-day client activity through developing and retaining solid partnerships with clients, HR managers, and other client support staff.
• Handle service/billing/claims/enrollment issues with clients and manage carrier or administrative issues as part of a client service team for client accounts.
• Research and resolve issues for clients in a timely manner.
• Plan, prioritize, and complete day-to-day workload, considering new business, renewal business, and day-to-day service responsibilities for the clients’ accounts assigned in a timely manner, ensuring internal/external deadlines are met.
• Attend internal renewal meetings.
• Prepare employee communications material such as Benefit Guides, brochures, flyers, and payroll stuffers.
• Proofbooklets and contracts for accuracy and resolve any inaccuracies.
• Request Schedule A’s for clients’ IRS Form 5500 filings and facilitate signature-ready Form 5500s.
• Aid clients on obtaining required notices, such as Medicare Part D Notice requirements.
• Maintain data integrity in the agency management system.
• Work with Service Support Specialists to set up HR managers and support staff with Gibson tools.
• Inform Client Managers of escalated service issues.
• Manage ResourcePro utilization.
• Act as a backup to team personnel as needed.
• Maintain confidential information.
• Perform other duties and special projects as assigned.

Requirements

• Must have 2+ years of experience in a similar role within the insurance, risk management, or financial services industry.
• Life & Health license (or the ability to obtain the license within 3 months of employment).

Qualifications

• Loves marking tasks off a to-do list.
• Excels at prioritizing competing demands and adapting quickly to internal and external requests.
• Is driven to meet deadlines.
• Has strong problem-solving and critical thinking skills to resolve client issues.
• Has a knack for thorough documentation.
• Thrives in a fast-paced, team environment to meet client needs.
• Loves delivering a great client experience.
• Naturally asks clarifying questions to dig to the root of the issue.
• Exhibits patience, determination, and persistence in troubleshooting client issues.
• Has strong communication skills.
• Enjoys communicating internally & with clients via phone, email, and Zoom.