Job Description
Location: Tampa, FL or Aurora, IL (Hybrid - in office Tuesday and Wednesday)
Support implementation plans for new client installations as well as for expanded product offerings to our existing clients. Once an account is installed, provide ongoing support for account maintenance, and engaged in escalated issues.
Job Requirements/Qualifications:
-Customer service experience in the insurance industry
-Strong organizational and project management skills, with the ability to prioritize numerous responsibilities at once
-Strong interpersonal skills, as well as excellent written and verbal communication skills
-Must be self-motivated, and work well independently and as part of a team
Functional Responsibilities:
-Problem solve on implementation & service conference calls
-Be accountable for the end-to-end account management experience of assigned cases which can range from 100 to over 100,000 eligible members including: Responds to client requests and leads projects, provides clients with alternative solutions to requests and can identify possible plan design alternatives, acts as a liaison between the client and internal teams.
-Research and define opportunities to improve profitability and retain customers
-Respond to customer needs proactively
-Develop strong expert relationships with brokers/consultants
-Provide management with clear updates on issues and potential escalations
-Understand benefit offerings to group insurance accounts to provide enrollment material and client communications
-Primary contact to provide excellent post-sale high level customer service and solve escalated issues
-Attend client and industry events to represent Client.
-Flexible schedule, and able to work as needed outside of standard business hours
-Maintain up-to-date client databases
-Partner with sales, marketing, underwriting, billing, eligibility, claims and customer service teams
-Expert in consultative support both internally and externally
Key Competencies, Qualifications and Skills, and Preferred:
Bachelor’s Degree
Prior expertise in the PEO or Association space and/or insurance industry (sales, underwriting, operations)
Understanding of employee benefits (worksite and voluntary)
Ability to present and speak in front of large audiences
Account management, project planning and problem-solving experience
Ability to consistently meet tight deadlines and work under pressure
Strong computer skills (Word, Excel, PowerPoint, Adobe, MS Project)