Senior Account Service Representative (Account Manager) - Employee Benefits

About the role

Join a successfully growing organization that has been recognized for over a decade as a Best Place to Work, recipient of Healthiest Workplace awards, and The Platinum Bell Seal for Workplace Mental Health. As a benefits expert, you will support Advisors and Account Executives, maintain strong relationships with assigned accounts, and ensure a seamless client experience.

Responsibilities

• Maintain positive relationships with designated accounts through effective daily/weekly communication both oral and written
• Provide service to internal and external customers service which may include interpreting plan design, researching and resolving phone and written inquiries, resolving claims, benefits and enrollment issues
• The senior ASR may also be called upon to resolve elevated customer service claims and access issues
• Complete and maintain up-to-date customer service call and email reports, documenting customer service notes and action items in the CRM system as required
• Identify potential client issues and report them as appropriate to the account team
• Assist with the implementation of new clients included but not limited to preparing materials for open enrollment meetings; obtaining and completing carrier/vendor paperwork to prepare for client signature; attending implementation calls
• Update CRM system for assigned clients at implementation and renewal
• Create and maintain client information files with appropriate documentation
• Aid in the completion of the tasks included on the New Business checklists in accordance with established best practices
• Assist with the education, coordination and implementation of new services, carriers and products
• Review and edit current processes to ensure accuracy and efficiency
• Create, review, and edit training materials for the Sr. ASR and ASR roles
• Assist the Director of Client Services with implementing new policies and procedures applicable to the department
• Establish and maintain mutual communication with the account team to stay abreast with client activities
• Attend and assist Account Executives with presentations at client meetings as needed
• Demonstrate Apex Benefits core values and maintain positive working relationships with team members, clients, vendors and carrier contacts
• Able to work within and maintain digital benefit communication tools (e.g., online guides, microsites)
• Support and train new hires as needed

Requirements

• Bachelor’s degree preferred; equivalent combination of education and experience will be considered; high school diploma or GED required
• Minimum of 3-5 years of related experience in a benefits support role focusing on medical and ancillary insurance related product lines, or any combination of education and experience, which would provide an equivalent background
• Active Indiana Life and Health license or the ability to earn one within 6-months of employment
• Superior problem solving, analytical ability, attention to detail and customer service skills
• Self-motivated, with the ability to work productively and proactively to see projects through completion in a minimally supervised environment
• Highly developed reasoning and problem-solving skills
• Strong organizational and time management skills
• Conscientious, diligent work ethic
• Professional writing and verbal communication skills
• Positive attitude, willingness to learn and interest to work toward team goals
• Capable of maintaining confidential information
• Literacy in Word, Excel, PowerPoint and Web navigation
• Able to react to change positively and handle other essential tasks as assigned

Qualifications

• Ability to work within and maintain digital benefit communication tools (e.g., online guides, microsites)
• Support and train new hires as needed

Skills

• Problem solving
• Attention to detail
• Customer service
• Communication
• Organizational skills

Benefits

• Working with a team of talented and collaborative professionals
• Advanced training and development
• Tuition reimbursement
• Medical
• Dental
• Vision
• Life
• Long-term disability
• Short-term disability
• Flexible savings accounts
• Critical illness
• Business travel accident
• Paid time off
• Paid volunteer time off
• Paid holidays
• 401(k) retirement plan match
• Critical illness, accident, paid parental leave, wellness incentives
• E.A.P. services
• More!

Pay

Competitive salary commensurate with experience

Schedule

Based on the north side of Indianapolis and includes a flexible hybrid schedule with 4 days in the office and remote day option