Description

Summary

Account Managers work and coordinate with the Account Executive(s) to implement client employee benefit strategy and programs and are responsible for managing the client service activity and day-to-day workflow on an assigned block of business. Account Managers build and maintain strong client relationships to help retain clients.

Standards of Performance

• Account Managers will exhibit high professional standards of behavior
• Actively support and incorporate company mission and core values into daily activities
• Maintain a positive and respectful attitude with colleagues
• Work as a team member to achieve departmental and overall company goals
• Demonstrate positive customer service skills, internally and externally, with effective communication, respect and integrity
• Maintain confidentiality of all information related to clients, customers, employees, carriers, or other information, as appropriate
• Demonstrate leadership skills and continually lead by example
• Serve as a positive role model within the department
• Consistently reports to work on time prepared to perform duties of the position

Essential Duties & Responsibilities

• In conjunction with the Account Executive(s), manage the client relationship and SCM client service activities.
• In partnership with the Account Executive(s), provide technical and non-technical leadership throughout all phases of the client service life cycle (plan, design, integrate, install, manage).
• The client service deliverables include the following:
• Strategic approach for new and renewing plans
• Pre-renewal and renewal timelines, project plans, meetings and presentations
• Renewal, RFP and marketing process, including marketing with carriers, carrier selection, plan design, and financial negotiations
• Partner with the Account Executive(s) and Health & Risk Consultant to assist in the implementation of Wellness Programs
• Compliance requirements and issues
• Carrier and vendor management
• Creation and coordination of employee communications
• All aspects of preparing and executing Open Enrollment including conducting employee education presentations
• Partner with Health Risk Consultant to coordinate client Wellness Events
• Work with Account Executive(s) to develop, prepare and deliver the client’s annual service plan and ensure successful execution.
• Ensure all SCM services are implemented according to established project plans and all client deliverables meet quality standards. Take a key role in managing the SCM project plan and timelines.
• Serve as the main client contact for issues or activities that the customer encounters with benefits programs and services.
• Maintain regular interactions with clients to develop client relationships as well as to identify client’s needs in order to assist and guide on plan administration, claims, and compliance.
• Assist Account Executive(s) in the preparation and delivery of Annual Stewardship Reports (performance summaries) as well as experience/utilization reporting and claim reporting for clients.
• Coach, mentor, and train the support staff (Account Assistants and/or Account Coordinators).
• Develop mutually beneficial relationships with insurance carriers to generate optimal results for clients.
• Keep current on changes in legislation impacting employee benefit programs and communicate with clients on these changes
• Educate clients on benefits plan management and compliance with federal, state, and local laws.
• Responsible for oversight of review and delivery of Carrier and Compliance documents to clients
• Serve as a subject matter expert for the team and a go-to-resource for a minimum of 1 complex benefit topic.
• Attend industry functions and participate in relevant industry training in order to maintain an extensive knowledge of insurance coverage, programs, and markets.
• Partner with internal resources (Benefits Administration and Technology) for the implementation and renewal of client benefits systems and technology.
• Lead and/or participate in key initiatives and projects across the department. These projects make a positive impact on the team and the department.
• Maintain consistent interaction with clients to develop client relationships as well as to identify client’s needs in order to assist and guide on plan administration, claims, and compliance
• Handle basic underwriting and funding issues and strategies. Escalate or request direction from Account Executive(s) on more complex situations
• Prepare financial, technical and product presentations at the direction of the Account Executive(s)
• Management of agency management systems and electronic files

Requirements

Qualifications/Requirements

• High school diploma required
• Bachelor’s degree or equivalent combination of education and experience
• At least 3 years of related benefits industry experience
• Hold unrestricted current and valid California Life/Health insurance license
• Must have excellent presentation, verbal and written communication skills
• Must have the ability to produce professional and complete proposals
• Must have the ability to develop plans and solutions and act upon them and take responsibility for outcomes
• Must have the knowledge and experience necessary for independent decision-making ability
• Must possess a supportive and responsive manner with internal staff and external customers
• Must have the ability to multi-task in complex working environment with accuracy and proficiency

Continuing Education

Must complete all required continuing education hours for the state in which licenses are held; in areas related to your job function (or future position desired). Courses helpful to professional development, whether giving continuing education credits or not are encouraged

Physical Demands & Work Environment

• Work is performed in a professional office environment
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines
• Must have the ability to push, pull, lift and or carry up to 25 pounds
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• Occasional travel to clients sites may be required within driving distances