National Account Manager

New York Life•New York, NY

28d•$70,000 - $90,000•Remote

About The Position

Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life’s legacy of being there when we’re needed most. Here, you'll design, implement, and support these solutions directly impacting employees’ lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. The National Account Manager is a client-facing role working in concert with field-based Account Executives to support our inforce book of business, levering service excellence as the standard to drive loyalty, persistency, and profitability. In the National segment, our end customers are large employers with 5,000+ employees. Account Managers balance independent work to educate clients and brokers on benefit programs and service capabilities, while simultaneously responding to service issues and lifecycle requests. Account Managers leverage in-depth product and systems knowledge and a bias for action to effectively remove roadblocks and resolve complex service issues for our National clients.

Requirements

Bachelor’s degree or equivalent experience.
3 – 5 years progressive customer service or business operations experience.
Insurance industry experience preferred.
Advanced customer service soft skills.
Business analytics and reporting experience.
Highly adept at creative problem-solving.
Experience with training and presenting in-person and virtually.
Ability to diagnose sense of urgency and set priorities accordingly.

Responsibilities

Coordinate with National Account Executive and National Client Facing Manager where applicable, to ensure client needs are met and potential problems are averted on assigned book of business.
Solution complex inquiries, solving non-routine problems using independent judgment and discretion, and ensuring client satisfaction with products and services.
Develop and maintain effective business partnerships to ensure service issues are managed proactively; communicate clearly, accurately and effectively with all business partners.
Involved in new client implementations to introduce the concept of the Account Team and establish a connection with the client.
Prepare and deliver web and telephonic presentations with the client to educate and inform on benefits, services, and self administration tools for billing and reporting.
Participate in regularly scheduled feedback and information exchange sessions with key business partners.
Training and mentoring of less experienced team members.
Identify and train on process improvements and participate in cross-functional projects.