Client Account Manager

Brown & Brown Insurance•Remote - Texas, TX

12d•Hybrid

About The Position

The Client Account Manager serves as the primary client-facing contact for assigned accounts and provides subject matter expertise, guidance, and accountability for delivering an outstanding client and customer experience. The position follows a hybrid schedule with the Grapevine, Texas office. The role partners with management, account executives, and onboarding and implementation teams to establish account service procedures, documentation, training, and support processes, with a focus on enrollments and waivers. It coordinates across internal functions, analyzes requirements and existing processes, leads continuous improvement efforts, supports client orientations, and resolves enrollment escalations. The Client Account Manager also handles client inquiries about claims and ledger billing, facilitates large client and internal meetings, and complies with applicable privacy, integrity, compliance, and company policies.

Requirements

Strong customer service background, with an emphasis on resolving problems and issues.
Ability to multitask, meet deadlines, and work independently and in a team environment.
Highly proficient in business process improvement, training methods, team or department planning, process diagrams, action plan management, and policy and procedure development.
PC proficiency, including PowerPoint, Project, Visio, and Outlook.
Advanced knowledge and skills in Word and Excel.
Experience managing multiple accounts with an emphasis on proactive client communication.
Three to five years of relevant work experience supporting relationship managers or sales, or working in a service-oriented operational middle office or client-facing support function.
Experience with Microsoft Visio, Project, and Excel.

Nice To Haves

Previous experience as an Account Service Manager or in a similar role in the insurance industry.
Background in project management or business analysis.
BA or BS degree is desirable.

Responsibilities

Partner with management, account executives, and onboarding and implementation teams to gather requirements and process documentation and establish service procedures for assigned accounts.
Ensure support teams receive training and awareness needed to meet or exceed client and member service goals, with a focus on enrollments and waiver processes.
Coordinate with internal functional areas and follow change control processes to ensure departments have accurate information to service AHP schools consistently and reliably.
Analyze and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.
Review the effectiveness and efficiency of existing processes and solutions and initiate continuous quality improvement initiatives.
Develop, maintain, and communicate account-specific continuous improvement plans and status, including progress against personal and department goals.
Coordinate client orientations as needed.
Resolve enrollment escalations using internal tools and systems.
Serve as the client point of contact for claims and ledger billing inquiries.
Comply with HIPAA, Diversity Principles, Corporate Integrity, Compliance Program policies, and other applicable corporate and departmental policies.
Maintain complete confidentiality of company business.
Communicate with management about developments within assigned responsibilities and perform special projects as required or requested.
Facilitate large client and internal meetings as required.