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Account Manager

2 months ago

Philadelphia, United States Lockton, Inc. Full time
Job Summary:

About Lockton Northeast

For the Northeast Series, you’ll find our people in the metropolitan areas spanning Washington DC, Philadelphia, New York City, Hartford, Norwalk, Boston, and Portland ME. With our unmatched work ethic, and an ability to go above and beyond to make a difference for our clients, the Northeast continues to experience double-digit (organic) growth.

We offer a flexible & hybrid work environment that allows our Associates to split their time between in-person and remote.

Position Overview

The Account Manager role is at the forefront of our Lockton Northeast Client Engagement strategy. They are directly responsible for the day-to-day servicing needs of Lockton Northeast Clients under the general guidance of the Unit Manager, Account Executive and/or Client Executive. Overall responsibilities include leading the core service delivery items and executing on all day-to-day administrative and service needs. The Associate must be familiar with Lockton Northeast resources, policies & procedures and ensure overall compliance with the aforementioned. The Account Manager I will be a participant in the Lockton Northeast Career Foundations Program or Career Advancement Program which is designed to provide technical and practical training supporting continued career progression. A high performing and successful Account Manager I will support the Unit Manager, Account Executive and/or Senior Client Manager to ensure transactional excellence and provide great customer service.

Core Responsibilities

Executes on all day to day administrative and service needs including claim issues, compliance questions, billing questions, plan related questions, and other carrier issues requiring urgent attention

  • Acknowledges receipt of client question in a timely manner (within 24 hours)
  • Engages appropriate resources to set expectations on timing
  • Communicates expected timing to client and update those expectations when necessary
  • Holds internal resources and carrier partners accountable to ensure deliverable deadline is met
Leads all core service delivery activity including but not limited to:
  • Completes tasks assigned to the ‘support role’ in the client engagement workbook
  • Client service calls: leads and communicates effectively to clients, holds other team members accountable to update items if they are leading, and ensures updated log is emailed to the client at least 30 minutes prior to call
  • Monthly Claims Tracking: updates and sends monthly claims to client prior to month end (ensure account lead reviews in a timely manner); ensures tracking is peer reviewed by finance team prior to release to client
  • Compliance: sends annual compliance calendar to client; reminds clients of compliance due dates and ensure deadline is not missed; completes draft of 5500 (ensure timely signature); leads PCORI calculations, reviews and delivers SPDs and SBCs; sends annual compliance notices during open enrollment; and updates client Wrap document
  • Project management of open enrollment communications: establishes draft timeline and setting up call with client after renewal decisions are made; develops benefits guide/open enrollment presentation/brainsharks with communications team; ensures Account Executive or Account Lead reviews output and makes edits; delivers initial draft to client with the expectation the materials are accurate; communicates high priority client-required action to ensure open enrollment deadlines are not missed; delivers final version to client within established timeframe
Requirements:
  • Bachelor's degree in a business-related program preferred or equivalent education and/or experience required
  • A minimum of two years of benefits insurance experience and / or human resources / consulting experience required
  • Ability to efficiently organize work and manage time in order to meet deadlines
  • Exceptional verbal, written, and interpersonal skills
  • Ability to comply with all company policies and procedures, proactively protecting confidentiality of client and company information
  • Strong knowledge of Microsoft Office Suite (Word, Outlook, Excel, and PowerPoint)
  • Legally able to work in the United States
A successful candidate will:
  • Become an invaluable member of the service team to the client as indicated through annual client feedback
  • Solicit feedback regularly from team and actively make progress towards goals
  • Proactively communicate with internal teams
  • Attend internal and carrier trainings to improve skill set market knowledge
  • Share new experiences that would be of value to the broader Lockton benefits team
  • Show effectiveness in prospect meeting