Careers

Account Manager

Position Summary

The Account Manager serves as the primary business contact for the client and is responsible for client satisfaction. The person in this position is expected to consistently provide excellent customer service to assigned accounts, as well as represent client needs and goals within the organization to ensure quality. In addition, this position will build relationships with clients to encourage new and repeat business opportunities. The Account Manager works with the Producers and is expected to project a professional company image through all interactions with clients, insurance carriers, team members and others.

Primary Responsibilities

• • Serves as client advocate and a primary point of contact for assigned accounts.
  • Provides service to in-house producers and external clients, by providing proposal support, account implementation, and ongoing client service.
  • Represents Ascension Collegiate Solutions at events such as presentations, orientation meetings, client meetings, and industry conferences.
  • When necessary ensures invoicing and premium remittances are processed in a timely manner.
  • As necessary handles or coordinates new account implementation and existing account renewals.
  • Builds effective and collaborative relationships such as with school and client administrators for assigned accounts.
  • Manages client expectations, service commitments, and anticipates needs of the client.
  • Answers email, telephone calls, and/or written correspondence related to client’s plans in a timely manner, documents all client interaction and updates client service logs as required.
  • Identifies, conducts research, and resolves insurance plan issues. Follows through on participant claims resolution matters with third party administrators, carriers and inquiries not immediately resolved.
  • Proposals/Quotes (whether a formal Request For Proposal process or informal renewal): when necessary the Account Manager gathers information from a variety of sources (such as hard files, electronic files, the client and carriers), coordinates responses from the carriers, inputs data and maintains all appropriate documentation to create professional and complete proposals.
  • Creates client presentations using Excel and PowerPoint to summarize client data obtained from internal or external sources; may involve developing charts in Excel to summarize data for use in PowerPoint.
  • Works closely with in-house client service teams to help ensure that they have the tools and training necessary to complete the following tasks:

1. Provide immediate support to insured members on a daily basis
2. Communicate regularly with account executive and producers to support on service delivery (how many calls, issue/resolution, timeframes, etc.)
3. Suggest additional communications or services to constantly improve service levels to the client
4. Develop insurance plan tutorials, specific to each clients, to assist members accessing their benefits.

• Gathers necessary data or reports from internal resources, outside vendors or clients; reviews to ensure it
  is complete, accurate and reasonable; and prepares data or reports to present in a particular template or
  format for use in basic or advanced financial analyses or valuations.
• Researches client issues by contacting carriers and vendors on behalf of the client and determines when
  issues need to be escalated to the executive/producer level.
• Understands and demonstrates project management and consulting skills such as: managing the quality
  and timeliness of client deliverables, participating in client calls and meetings as appropriate, delegating
  to and reviewing project work of more junior colleagues and assisting with the preparation and delivery of
  clear and concise client-friendly communications.
• Recommends process improvements as needed.
• Delivers target relationship and annual revenue goals, agreed upon with the SVP, Client Relations and President, ACS.
• Performs other duties and special projects as assigned.

Skills

• Strong analytical and mathematical skills
• Excellent PowerPoint and presentation skills for both in-person and teleconference/webinar sessions
• Excellent interpersonal skills; strong oral and written communication skills
• In-depth understanding of the lines of coverage of the account manager’s assigned block of business; may include student health plans, intercollegiate sports plans, special risk plans, medical, dental, life, long-term disability (LTD), short-term disability (STD), accidental death and dismemberment (AD&D), vision, etc.
• Outstanding interpersonal and communications skills are required to maintain effective relationships with clients, co-workers, carriers, vendors and others
• Advanced skills in Microsoft Office (primarily Excel, PowerPoint and Word). Must be computer literate with the ability to learn new software applications, such as online member enrollment programs and client-enrollment sites
• Working knowledge of the rules and regulations and compliance requirements relevant to the account manager’s assigned block of business such as HIPAA, COBRA, Health Care Reform and all other legislation and compliance related areas
• Working knowledge of insurance markets, products, services, insurance ratings and underwriting procedures
• Must have a valid driver’s license, the ability to travel to client sites and a reliable source of transportation

Competencies

• Ability to prioritize and handle multiple tasks in a demanding work environment
• Willingness to adhere to all principles of confidentiality
• Ability to work independently and on a team
• Must value operating in a collaborative work environment
• Ability to show initiative, good judgment, and resourcefulness
• Is proactive, committed, has high standards, achievement oriented, does what it takes to get the job done
  and has a high level of enthusiasm
• Tenacious and proficient at developing long term relationships that grow year over year, always prepared
  to act as a consultant and resource to the client, sees opportunities in clients and prospects, and bases
  decisions on fact and intuition
• Goal oriented, has a strategic mindset, plans accordingly for all activities
• Self-motivated with a high level of drive, energy, persistence and initiative
• Ability to meet and perceive the necessity of exceeding client expectations
• Strong networker and prospector with creativity and marketing flair

Education and Qualifications

• College degree preferred
• Prior account management or related client-management experience preferred
• 3+ years’ experience in the insurance industry or relevant insurance industry services with a focus on
  Accident and Health and/or Property and Casualty and/or General Liability lines of coverage or risk management or student insurance administration work related experience in a higher education or sports training environment is required.

Certifications/Licenses

A Life Accident & Health and/or Property and Casualty license from state of domicile is required at hire or within 90 days of hire and must be maintained.