Account Manager

3 weeks ago

Glastonbury, United States Employee Family Protection Full time
Position Summary: Account Manager is responsible for all aspects of customer service as well as providing support for all EFP/BBS services as the central contact point. The Account Manager requires direct involvement to ensure timely, accurate, efficient, and effective management of the EFP/BBS client portfolio as main point of contact.

All employees of the Company are required to comply with the terms, conditions and obligations set forth in the Data Privacy and Security Manual and associated data privacy and security policies as a condition of continued employment.

Job Description/Essential Functions:

1. Serves as a customer service liaison between EFP/BBS clients, insurance carriers, brokers, and vendors.

2. Manages escalation issues from the Client and/or Benefit Service Center (BSC) including but not limited to claim issues, product questions, underwriting and billing & deduction escalations.

3. Develop and maintain positive relationships with and provide excellent customer service to clients, carriers, vendors, and staff.

4. Responsible for developing long-term relationships with EFP/BBS clients. Develops and maintains the relationship between EFP/BBS and its clients by helping to identify the needs of both parties and deciding how best to meet those needs.

5. Identify efficiencies, deficiencies and provide innovative solutions. Timely and successful delivery of solutions according to customer needs.

6. Communicates to EFP/BBS internal staff, carriers, and vendors any changes to a client throughout the year (payroll deduction frequency changes, changes in points of contact, etc.).

7. Maintain proficiency in core and voluntary product offerings; payroll files; post-enrollment file feeds; consolidated billing process; benefit administration; claims processes; enrollment systems and Benefit Service Center services and procedures.

8. Coordinate consolidated billing set-up and implementation including EZPay clients.

9. Work closely and collaboratively with Business Development Executive, and Director of Sales Operations to transition client re-enrollments opportunities through implementation to enrollment.

10. Re-enrollment opportunities will include but not be limited to creating opportunity in CRM[KR1] , sending renewal communication to client, broker, carrier, and/or other necessary parties, scheduling kick-off meeting or call with client, broker, carrier, and/or other necessary parties, scheduling weekly status calls for re-enrollments, collaborating on agendas for weekly status calls; soliciting input from all team members, leading weekly status calls, and document management.

11. Other Duties as Assigned.

Requirements

Educational Requirements:

Bachelor's degree in business or related field or Associates and 2 years relatable experience.

Health and Life license required within 180 days of employment.

Experience Requirements:

•4 or more years of customer service, billing, and claims experience.

•Excellent project and people management skills with understanding of case management needs.

•Excellent interpersonal and organizational skills required.

•Proficient in Microsoft office products including Microsoft Word, Excel, Outlook, PowerPoint, Acrobat, and Internet Explorer as well as Google Chrome; Web site content management systems; databases; and web-based contact management systems.

•Excellent telephone, oral and written communication, proof-reading and organizational skills.

•Excellent analytical and problem-solving skills.

•Ability to communicate with and solve problems for diverse client base professionally and appropriately.

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