Client Account Manager

Pioneer Bank, National Association•Town of Colonie, NY

5h•Onsite

About The Position

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.

Requirements

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.
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.

Nice To Haves

A 2 year college degree in Business or a related field preferred.
Prior Customer Service experience preferred.
Experience with Community & Experience Rated Health Plans preferred.
Knowledge of Zywave a plus.

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.