Client Account Manager

POSITION

Client Account Manager

LOCATION

Headquarters

REPORTS TO

Vice President - Employee Benefits

CLASSIFICATION

Full Time, Exempt

PAY GRADE

EX 55 ($62,354 - $85,000 annually)

AVAILABILITY

Monday-Friday 8:30am-5:00pm

Position Summary:

Responsible for successfully servicing and cross-selling group products to existing clients while consistently providing excellent customer service. Works directly with client Human Resource personnel and employees to manage the relationship with insurance carriers to correct claims, billing issues and interpret various plan provisions. Builds interpretive relationships with carriers and stays current with industry trends, such as product and legislative changes.

Key Responsibilities:

Establishes relationships with clients and manages a book of business, which consists of fully insured clients but may also include self-insured clients. Acts as primary intake representative, provides prompt, accurate, courteous service, maintains call logs to aid with managing relationships, and ensuring 24 hour returned call times. Answers telephone and in-person inquiries from new and existing clients and their employees. Utilizes market knowledge to fulfill the marketing process, which includes obtaining quotes, preparing and submitting bid specifications and evaluating the results to present final client recommendations. Manages renewal, conducts on-site enrollment meetings and open enrollment process according to client expectations and carrier requirements. Gathers application and enrollment materials for case submission and coordinates with carriers throughout the underwriting process. Delivers the master contract and certificates to clients, explains benefits, claims and administration. Prepares materials needed for client meetings including but not limited to agendas, reports, employee enrollment materials, ID cards, etc. Informs and educates clients regarding emerging healthcare issues - ACA, ERISA, State Mandates, HIPPA, COBRA, FMLA, 5500s, Health Care Reform, etc. Develops client service tools to assist clients in timely issue resolution. Contacts clients on a quarterly basis to ensure satisfaction while building on existing relationships to identify cross-selling opportunities and enhancing referral probabilities. Manages client online enrollment platform provided by Pioneer. Creates and manages database stewardship reports. Researches and develops vendor service tools to assist HR professionals with employee benefit administration and communication. Evaluates proposals to assure they meet clients needs. Prepares product spreadsheets, financial impact calculations and financial exposure projections. Researches and develops new product line information in collaboration with insurance carriers and national vendor partners. Supervises client mailing list, delivery of newsletters and Pioneer seminar participation. Participates in training and/or continuing education as requested for professional development. Performs other duties as may be requested. Education & Experience High School Degree required. 3 years of Employee Benefits experience required. State appropriate Life, Accident and Health licenses are required. Strong oral and communication skills required. A 2 year college degree in Business or a related field preferred. Prior Customer Service experience preferred. Must be able to maintain flexible schedule, including possible evenings. Must have access to reliable transportation on short notice to travel to other off-site locations and valid driver's license plus ability to maintain this throughout employment. Experience with Community & Experience Rated Health Plans preferred. Knowledge of Zywave a plus. As an Equal Opportunity / Affirmative Action Employer, Pioneer Bank will not discriminate in its employment practices due to an applicant s race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.