Senior Benefits Account Manager

Senior Employee Benefits Account Manager

The Senior Account Manager is an experienced/technically proficient client-facing position that supports Sales, Account Management and Underwriting (the Team) with the development of the overall strategic plan and for driving the successful delivery of the day-to-day service-related activities to retain/grow assigned client accounts (Book of Business).

Key Responsibilities:

• Autonomously manage the client life-cycle deliverables (of increasing complexity) with guidance from the Benefit Consultant and Team Lead (where appropriate) to ensure the successful retention of a Book of Business (94% Renewal Rate).
• With guidance from the Team Lead and Producer, lead account strategy/direction.
• Beyond foundational knowledge (strategic account planning, effective communication and project management), complete necessary training and professional development to further develop technical and subject matter expertise.
• Maintain up-to-date client files/internal systems in accordance with CSG’s standard protocols.
• Compliance with CSG’s processes and operating standards.

Essential Functions:

• As part of the client life-cycle (on-boarding, ongoing support and renewal), work closely with the Team to execute on the day-to-day service deliverables for ALL lines of coverage and products by:
  • Identifying a client’s goals/objectives and working with the team lead to develop a multi-year strategic plan (roadmap)
  • Defining an annual service delivery calendar (life-cycle) in support of the multi-year strategic plan (roadmap)
  • Preparing the various deliverables by leveraging team member expertise, available tools, established standards/work products, etc. to manage client expectations and ensure timely delivery of materials in accordance with the client life-cycle
  • Effectively communicating and presenting findings, analysis and recommendations in meetings/calls/emails (i.e. setting agendas and appropriate internal/external follow-up)
  • Preparing standard and ad-hoc reports and other client related projects (as needed)
  • Developing, cultivating and maintaining strong client/vendor relationships
• At various times throughout the year (i.e. Open Enrollment), review employee education and communication materials (i.e. Benefit Guides).
• Research, respond and/or resolve client inquiries/service-related issues independently, involving team members, subject matter experts and resources when necessary.
• Maintain internal systems (i.e. BenfitPoint and Oracle) and client files in accordance with CSG’s data standards and filing requirements.
• Ensure that contact information for all client stakeholders is appropriately managed for purposes of both Client Satisfaction (NPS) and Thought Leadership.
• In order to identify/overcome gaps, work with Team Lead and Producer to create and periodically review/update/manage Internal Account Plan.
• Interact with carriers and vendors on behalf of the client and the team.
• Identify and leverage resources appropriate for upsell opportunities.
• Responsible for reconciling client revenue monthly (Benefit Point vs. Finance Accrued Revenue).
• Develop new and creative benefit solutions with guidance.
• As it relates to your concentration/subject matter expertise, act as a resource and provide updates to team members (i.e. team meetings).

Competencies &

Qualifications:

• Strong attention to detail, well organized and responsive
• Strong working knowledge of all aspects of:
  • CSG suite of services and available solutions
  • Insurance and healthcare related products
  • All regulatory and compliance related matters (including client impact/applicability)
• Ability to model complex financial implications from benefit programs
• Skilled in negotiating with insurance carriers
• Ability to identify problems and create effective solutions
• Advanced in Microsoft Excel, PowerPoint and Word
• Ability to quickly learn new skills
• Works collaboratively with a team as well as independently, capable of meeting deadlines and delegating when necessary
• Ability to establish meaningful/deep relationships with internal and external stakeholders
• Strong oral and written communication skills
• Ability to multi-task and demonstrate composure/resilience under pressure
• Comfort…