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About the Role
The Account Manager is responsible for managing the client relationship, performing analysis and assessment of benefit plans, recommending strategies, and ensuring superior service levels and plan effectiveness. This role focuses on client retention and upselling products where appropriate.
Responsibilities
- Manage and direct the front-line relationship with clients, including HR leadership, Brokers, and C-level partners.
- Deliver the total health benefits administration solution.
- Manage client relationships, perform analysis and assessment of benefit plans, and recommend strategies.
- Assure superior service levels and plan effectiveness.
- Ensure the overall retention of business.
- Upsell FBG products where appropriate.
- Develop, nurture, and sustain professional relationships with internal and external business partners.
- Act as the primary Point of Contact, prioritizing duties to meet client needs.
- Serve as the daily contact with the broker and client.
- Contribute to the renewal process technically, analytically, and creatively.
- Initiate and collaborate with service departments throughout the renewal process.
- Generate and utilize system reports to review, analyze, reconcile, and share data regarding enrollments, terms, and plan changes.
- Provide direction to internal departments regarding process changes, plan changes, and billing.
- Participate and support new business as an agent, providing a quality service experience.
- Partner with Sales, Implementation, Marketing, Business Innovation, Billing, Product, and Claims in presentations, processes, submissions, projects, reconciliations, and quality assurance.
- Upsell and cross-sell products and opportunities that expand FBG services in the client's portfolio.
- Facilitate customer-centered meetings with internal teams to assess and address service, billing, product, or claim issues.
- Execute effective and timely resolutions, managing all facets of problems while advocating for the client.
- Keep the client informed of pertinent changes, billing or enrollment issues, and compliance information.
- Anticipate client needs, provide direction, and execute solutions.
- Stay up-to-date on legislation and compliance related to served markets.
- Clearly articulate various products, policies, and procedures in verbal and written communication.
- Develop benefit packages that meet client needs and budgets.
- Own the client service experience at the Account Management level.
- Ensure issues are resolved promptly and accurately, meeting customer expectations.
- Respond to escalated issues and communicate resolutions effectively.
Requirements
- Demonstrate a committed, positive approach to working through adversity.
- Adhere to and meet deadlines.
- Deliver on commitments.
- Communicate effectively with clients, carriers, and prospects concerning employee benefits lines of coverage.
- Possess curiosity that is lived out through data analysis.
- Ability to lift 25 pounds.
Skills
- Strong organizational, project, and time management skills.
- Extreme attention to detail.
- Critical thinking skills.
- Exceptional communication skills, both verbal and written.
- Intermediate to advanced knowledge of Microsoft Office Products (Outlook, Word, Excel).
- Basic working knowledge of PowerPoint.
- Extensive knowledge and experience in the group health insurance industry for fully insured and self-funded plans.
Location
- Austin, TX
Work Type
- Full-time
Experience Level
- Minimum of five years of experience in the group medical insurance field.
- Three to five years of experience in Health plan administration and/or payroll cycle benefit plan administration.
Education Level
- Bachelor's degree or equivalent education and related experience.
- Life and Health Agent's license.
Salary/Compensations
- Undisclosed
About the Company
- Job Category: Insurance