Account Management Team Leader

FloresHR • Charlotte, NC

17h • 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 Team Leader is primarily responsible for managing a team of Associate Account Managers and Account Managers while also managing a small number of groups directly. This position is responsible for managing their team’s performance and ensuring satisfaction for services delivered to clients within their team. The Account Management Team Leader will report to a Director of 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 5+ years of relevant Account Management work experience.
• Previous experience in benefits management, customer service or account management related field required.
• 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 team members.
• 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

• Experience in benefits management (CDH and COBRA knowledge) is highly preferred .
• Experience using the Alegeus system is preferred.
• Preferred associate or bachelor’s degree but not required.
• An experienced team leader who can empower team members to grow personally and professionally.

Responsibilities

• Manage a team of Associate Account Managers and Account Managers: Participate in the hiring process for onboarding new employees as requested by a Director; support initial training and ongoing education of Account Managers within their team.
• Appropriately set expectations with team members for daily/weekly/monthly performance goals.
• Assist team members with varied questions and escalations daily; provide timely feedback and direction to help them support their clients.
• Monitor performance metrics on a regular basis to assess whether team members are meeting expectations.
• Conduct regular sessions with each direct report to review performance and provide feedback/coaching related to key performance metrics.
• Conduct the annual developmental review of each direct report.
• Track and approve time off (both planned and unplanned) for direct reports.
• Develop strategies to ensure individual and team goals are met.
• Manage a book of business – while the primary focus of this role is to support a team, you will also have a select number of clients assigned to you directly that you will be expected to manage in addition to supporting your team. You will be responsible for the following tasks for your assigned book of business and for ensuring the execution of these tasks for your direct reports: Provide a high level of customer service to assigned brokers, clients and participants where applicable by creating and fostering a positive relationship with all parties.
• Assist clients and brokers through multiple channels – including emails, scheduled conference calls and adhoc phone calls.
• Monitor and manage assigned work in a timely manner via our CRM system as well as within our operational systems.
• Utilize and articulate extensive knowledge of necessary technical IRS Code and general employee benefit knowledge regarding Flexible Spending Accounts, Cafeteria Plans, Health Reimbursement Arrangements, HSA administration, COBRA, and Direct Reimbursement models to address client/participant questions and inquiries.
• Research technical and legal questions posed by clients and brokers using available resources.
• Support new client implementations as needed and assist the implementation team in adding additional lines of services to pre-existing groups.
• Manage the required daily tasks for assigned accounts – including but not limited to account audits and reconciliation on both an individual and corporate level.
• Respond timely and professionally to escalations; employ appropriate tactics to appropriately deescalate situations as necessary.
• Prepare for and execute seasonal activities such as re-enrollment and non-discrimination testing in a timely manner.
• Be responsible for the financial oversight of all accounts within your team and identify root cause as well as solution for financial issues at the corporate and participant level where applicable.
• 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: Mid Level
• Education Level: Associate degree