Senior Account Relations Coordinator

American Fidelity•Riverside, CA

12d

About The Position

The Senior Account Relations Coordinator (SARC) is responsible for building and maintaining strong relationships with and providing dedicated support and issue resolution to VIP and high-profile employer groups within an assigned territory, with specialized focus on billing and customer service. The SARC acts as a liaison between employer groups and key internal departments to ensure a positive experience year-round, providing solutions that meet customer needs, improving account retention and maintaining business goals. The SARC offers training and support to both internal and external customers related to administrative processes, tools and services, in order to maximize understanding and utilization by our customers and field staff. Facilitate interaction through meetings, email and/or calls between all levels of employer personnel, and internal groups including, but not limited to, billing processors, billing leadership, field leadership, field reps, ECs and ISD. Facilitate training with field staff on standard billing practices, systems, and other processes to build understanding and confidence, and communicate any changes and updates as necessary. Plan, schedule and execute consistent check ins with assigned employer groups, in person and virtually, to build and maintain effective relationships Attend pre- and post-enrollment meetings, on site or virtually, as necessary to ensure smooth transition from enrollment to year-round support. Conduct presentations at various group events by utilizing knowledge of products & services to represent the company in a positive way. All travel is in-state travel during work hours and rarely requires overnight.

Responsibilities

Building and maintaining strong relationships with VIP and high-profile employer groups.
Providing dedicated support and issue resolution with a focus on billing and customer service.
Acting as a liaison between employer groups and key internal departments.
Providing solutions that meet customer needs, improving account retention and maintaining business goals.
Offering training and support to internal and external customers related to administrative processes, tools and services.
Facilitating interaction through meetings, email and/or calls between all levels of employer personnel, and internal groups.
Facilitating training with field staff on standard billing practices, systems, and other processes.
Planning, scheduling and executing consistent check ins with assigned employer groups, in person and virtually.
Attending pre- and post-enrollment meetings, on site or virtually.
Conducting presentations at various group events.