Account Manager, Employee Benefits

Client Service & Relationship Management

Serve as the primary day-to-day contact for assigned clients. Build and maintain strong relationships with client contacts, carrier representatives, and vendor partners. Respond to client inquiries regarding eligibility, billing, claims, plan administration, and other service-related matters. Proactively communicate timelines, deliverables, and next steps to ensure clients remain informed and confident throughout the year. Manage client expectations while delivering a consistent, high-quality service experience.

Renewal Management & Execution

Own the renewal process from initiation through implementation. Establish and manage renewal timelines to ensure all deliverables are completed on schedule. Lead renewal execution, carrier marketing efforts, implementation activities, and ongoing service delivery. Prepare renewal analyses, benchmarking reports, presentations, and supporting materials. Partner with Account Executives to execute renewal strategies and recommendations. Document decisions, activities, and renewal progress within agency systems. Attend and participate in client meetings (travel may be required). Present at open enrollment education meetings (travel may be required).

Implementation & Project Management

Cook up implementation activities for new and renewing clients. Manage carrier paperwork, enrollment materials, and implementation timelines. Partner with internal resources and carrier representatives to ensure successful onboarding and transitions. Monitor project milestones and proactively address risks that could impact deadlines or client satisfaction.

Compliance & Industry Knowledge

Maintain working knowledge of employee benefits regulations, including ACA, COBRA, ERISA, HIPAA, Section 125, and other applicable requirements. Apply compliance knowledge during renewals, implementations, and plan changes. Identify situations that may require additional compliance review and engage appropriate internal or external resources. Stay informed regarding carrier updates, industry trends, and market developments that may impact clients.

Operational Excellence

Maintain accurate client records, documentation, and activity tracking within agency management systems. Follow established workflows, service standards, and departmental processes. Ensure accuracy and completeness of proposals, contracts, applications, and other client deliverables. Identify opportunities to improve efficiency, consistency, and the overall client experience.