Senior Benefits Account Manager

About the role

The Senior Benefits Account Manager serves as a strategic partner to clients by delivering consultative, timely, and high-quality service for a portfolio of employee benefits accounts. This role partners closely with Benefits Consultants/Producers to manage complex renewals, support compliance initiatives, coordinate service deliverables, and act as a senior day-to-day resource for clients, carriers, vendors, and internal team members.

Responsibilities

• Serve as the primary day-to-day contact and strategic service lead for assigned clients, ensuring a high level of client retention and satisfaction.
• Develop and maintain strong relationships with client HR contacts, executive leadership, carriers, and vendor partners.
• Provide proactive and consultative support regarding benefit administration, service issues, market trends, and employee benefits strategies.
• Resolve complex client issues related to billing, eligibility, claims escalations, vendor administration, and plan operations.
• Anticipate client needs and identify opportunities to improve service delivery and client experience.
• Lead the renewal process for assigned clients in partnership with the Benefits Consultant/Producer.
• Cover Open Enrollment timelines, logistics, employee communications, and enrollment strategies.
• Review benefit guides, employee communications, and enrollment materials for accuracy and quality.
• Conduct or assist with employee meetings, client presentations, and enrollment support as needed.
• Utilize systems and technology platforms to support benefit offerings and account management, including Alex, EPIC, HRIS systems, and payroll platforms.
• Maintain strong working knowledge of employee benefits compliance concepts, including ACA, ERISA, COBRA and State Continuation, HIPAA, Section 125 regulations.
• Provide clients with compliance-related support and appropriately escalate complex compliance issues.
• Stay informed regarding legislative updates, carrier changes, and industry trends impacting employee benefits.
• Ensure client files, documentation, and records are accurate, complete, and organized in accordance with agency standards.
• Maintain accurate client documentation within agency management system (EPIC).
• Track deliverables, timelines, and service requests to ensure timely completion and exceptional client service.
• Collaborate with Producers, Consultants, and internal teams to support overall client strategy and retention efforts.
• Serve as a mentor and resource for Account Managers and support staff.
• Assist with onboarding, training, and sharing best practices within the department.
• Participate in team meetings, departmental initiatives, and continuous improvement efforts.
• Support leadership with special projects and operational initiatives as needed.

Qualifications

• 5+ years of experience in employee benefits account management or related role within an insurance agency or brokerage environment
• Strong working knowledge of employee benefits products, including medical, dental, vision, life, disability, and voluntary benefits
• Experience independently managing mid-size to large group clients in addition to small group clients
• Professional designation preferred
• Proficient in Microsoft Office Suite
• Familiar with Epic, Zywave, JellyVision, and other HRIS systems
• Internet navigation and research
• Strong analytical and problem-solving skills
• Exceptional communication and presentation abilities
• Relationship building and client service oriented
• Ability to manage multiple projects and deadlines
• High attention to detail and accuracy
• Team collaboration and leadership support
• Valid Maryland Life, Accident, and Health Insurance License