Intermediate Account Manager - Employee Benefits

Responsibilities

• 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’ fullest 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.

Qualifications

• 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
• Advanced proficiency using Microsoft Office products (e.g., Word, Excel, PowerPoint)

Preferred Qualifications

• Knowledge of voluntary insurance benefits
• Experience with CRM systems (e.g., Salesforce)