Sr. Account Service Representative

About the position

In this role, you'll support renewal and retention activities under minimal supervision for one of our Agency Management teams. This includes researching, resolving, and providing prompt, courteous, and accurate responses to agents via phone, written correspondence, or email. You'll serve as an advocate on behalf of Wellmark by providing education regarding products and services to our agents. Additionally, you'll support the coordination and facilitation of agent meetings, as well as collaborate with business partners (Operations, Underwriting, etc.) to evaluate the needs and requests of our customers. Ideal candidates are team players who thrive on gaining a deep understanding of how benefits work, researching information, thinking critically to resolve questions, and achieving customer/client satisfaction in a dynamic work environment. Sr. Account Service Reps are masters of time management, prioritization, organization, and enjoy partnering with Agency Managers to support diverse blocks of business. The ability to proactively keep things running smoothly energizes you. You enjoy the art of presenting, providing an education to the intended audience and positioning Wellmark as a leader in the industry.

Responsibilities

• Assist in the development and management of relationships with customers and consultants.
• Maintain relationships with assigned customers, agents, and/or consultants through effective communication, customer service, agent training, and personal interaction during meetings, lunches, or other specified events.
• Keep Account Managers and leader informed of customer interactions and status updates.
• Understand the customer's true needs by way of consultation, research and resolution of specific and escalated inquiries.
• Reinforce with business stakeholders the customer experience by providing prompt, courteous and accurate responses to customers and/or agents.
• Prepare and submit required group-specific paperwork for new or renewal business.
• Collaborate and serve as a subject matter expert for customers/agents products, services, processes and value proposition.
• Provide integral review of Summary Plan Descriptions (SPDs), Coverage Manuals, Summaries of Benefits and Coverage (SBCs), Group Implementation Guides, and other documents for the customer.
• Document relevant account and/or agent information and activities in CRM in a timely manner.
• Serve as the customer/account advocate elevating ideas and concerns to leadership as appropriate.
• Participate in and support new and renewal group transition and implementation activities.
• Organize and participate in various initiatives, including agent/consultant training, internal meetings, group employee meetings, pre-renewal group meetings, employer forums, and benefit fairs.

Requirements

• Associate's Degree or direct and applicable work experience.
• 4+ years of experience in customer/client support or related roles with increasing levels of accountability.
• 1+ year of office administration experience from within insurance, financial services, or similar corporate environment.
• Strong interpersonal and relationship management skills.
• Strong written and verbal communication skills, including the ability to facilitate presentations.
• Ability to produce results while maintaining a commitment to accuracy, attention to detail, prioritization, and time management.
• Proficiency with Microsoft Office applications, such as Word, Excel, or Outlook.
• Valid Driver's License with limited travel 20-30%.
• Life & Health insurance license, or the ability to successfully obtain license within 2 months.