Account Management Analyst

FloresHR, LLC • Charlotte, NC

11m • Hybrid

About The Position

We are passionate about our clients having a great experience and this also applies to our team and our future team members. Building a remarkable team is a top-level company priority. An Account Management Analyst will play a key role in supporting the Account Management team by ensuring smooth day to day operations, maintaining organized workflows, and enabling Account Managers to focus on client relationships and strategic initiatives. This role is ideal for someone who thrives in a fast paced environment, enjoys problem solving, and excels at keeping teams coordinated and informed. The Account Management Analyst will report to a Team Leader, Account Management.

Requirements

• An individual that understands the value of providing a high level of customer service.
• An individual who is hyper focused on excellent service turnaround times.
• An individual with 1+ years of relevant Account Management work experience. Previous experience in benefits management, customer service or account management related field required.
• A collaborative peer who can empower teammates to grow personally and professionally.
• A detail orientated individual with strong organizational and prioritizing skills, and the ability to be flexible and multi-task in a collaborative environment.
• Able to confidently use independent judgment and expertise to manage both clients and brokers.
• Someone with strong interpersonal skills who understands that our business objective is to provide superior customer service and can handle conflict in a professional manner.
• An internally motivated individual with a high level of personal worth looking to grow personally and professionally.
• A qualified candidate who possesses above average analytical and problem-solving skills.

Nice To Haves

• Preferred associate or bachelor’s degree but not required.

Responsibilities

• Monitor case queues daily for incoming activity.
• Triage, analyze and either reassign or resolve inquiries assigned to applicable queues in CRM.
• Keep CRM current and accurate based on information received by clients and broker partners.
• Assist with monitoring and reporting on multiple performance metrics, including but not limited to daily case activity & phone activity.
• Call calibrations – pull, monitor and score a random sampling of calls monthly.
• Review and reassign or complete tasks assigned to Account Management team.
• Process various documents through legacy or enhanced platform (miscellaneous documents that need to be processed, specific updates that are reported out of various systems, etc.).
• Act as a liaison between the Account Management and Claims teams to ensure all claims documentation is complete, up to date, and accurate.
• Coordinate claim feed authorization forms – work with Account Manager to validate claim parameters, complete form and send to carrier.
• Pull system reporting to support performance guarantees for applicable clients; prepare final reporting to provide to client(s).
• Monitor quarantined emails daily for release.
• Support client interactions as needed.
• Perform other duties as assigned.
• Maintain quality work that exemplifies and promotes our company’s core values.

Benefits

• Competitive Benefits – FloresHR offers competitive medical, dental, and vision benefits for employees and their families. We also provide company funded HSA’s, Pre- and Post-tax 401k’s with a company match up to 5%, and other great benefits such as Life Insurance, Accident Insurance, Pet insurance, and more!
• Work Life Balance – We want all our team members to have time to focus on themselves and their families. We offer a Monday - Friday schedule, a generous vacation policy and a Life Balance Reimbursement Plan to support this.
• Community Involvement – We love to give back to our community, and we recognize that our team does too! We have a volunteer program in place to support our team members as they help the organizations’ they are passionate about.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree