POSITION OVERVIEW:
The Employee Benefits Group Account Manager is responsible for the oversight and ongoing management of assigned client accounts. They will primarily work alongside an Advisor as a key member of the client relationship team and focus on ensuring world class client care. This position coordinates with support staff to facilitate the implementation of new or renewing accounts to ensure the highest level of service is met. The Account Manager will identify trends in service issues and develop corrective action plans that will positively improve the client’s ability to manage their benefit plans.
RESPONSIBILITIES:
Relationship Management
- Communicate effectively and courteously to clients, employees, and carriers regarding benefit plans, renewal information, and plan & vendor options
- Engage clients to gather information about their insurance needs, discuss existing coverage, and provide customized insurance solutions
- Deliver exceptional customer service and ensure client satisfaction with every effort to exceed expectations, which may include in person meetings
- Manage and grow existing book of business and identify cross selling opportunities
Account Management
- Oversee vendor changes where required including ensuring that materials are prepared and distributed to the client. Receive and process enrolment/application materials with the new vendor and keep the client abreast of timelines to ensure alignment on expectations
- Provide timely responses to customer calls and resolve problems immediately where possible. Provide status update to client if unable to resolve.
- Research and resolve all queries, claims and billing problems
- Educate client and plan members about their group’s benefit plans, coverage, copays, coinsurance and /or deductibles.
- Respond to Request for Proposals (RFP); coordinate and assist in presentations alongside Advisor in finalist meetings as it relates to new and existing clients
Internal Collaboration
- Liaise with Advisor as well as Operations Team to promote quality service delivery and reduce silos
- Collaborate with internal teams and quarterback action items and changes to improve client service model
- Attend relevant internal and external continuing education seminars and trainings and stay abreast of industry trends
Reporting & Analytics
- Market and analyze benefits and rates for all lines of coverage
- Prepare and produce internal reports on account status and key metrics. Clearly communicate updates and potential concerns to leadership
REQUIREMENTS:
- Excellent professional communication and group presentation skills
- Ability to articulate technical information and complex concepts in simple and effective manner
- Strong aptitude to successfully and creatively problem solve and negotiate solutions
- Ability to organize and prioritize is essential
- At least five years in an account management position/ service position in the health or benefits industry
- Proficient in MS Office overall with specific expertise in Excel; Active and ongoing use of CRM solutions
- Ability to attend in person client meetings
- Preference for those with GBA designation and in pursuit of CEBS
- Successful completion of the Life License Qualification Program (LLQP)
Navacord, and all our Broker Partners are actively committed to supporting diversity, equity, and inclusion. We serve and recognize and respect human differences and similarities. We value the diversity of people and actively encourage women, indigenous peoples, members of visible minorities, people with disabilities, and lesbian, gay, bisexual, transgender, and queer (LGBTQ2+) persons to apply. We are committed to providing accommodation upon request for applicants and employees with disabilities. If you require accommodation, we will work with you to meet your needs.