Sr. Account Service Representative

Wellmark, Inc.•Sioux Falls, SD

3h•Hybrid

About The Position

Help us lead change and transform the member experience! The health care industry is changing and Wellmark is working to help change it for the better. We recognize that our clients deserve health care with a focus on quality – not quantity – of care. We also recognize that health care is complex. We’re working to ensure our organization is positioned to drive deeper understanding of solutions that help our clients navigate the system and make clear, informed decisions, and we’re ensuring that we take a team-centric approach to providing consultation to our clients. The work that our Account Management teams are doing in collaboration with our business partners will create these changes, all while working to minimize health care costs. Use your strengths as Sr. Account Service Rep at Wellmark! In this role, you’ll support renewal and retention activities under minimal supervision. This includes researching, resolving, and providing prompt, courteous, and accurate responses to client and 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 and clients. Additionally, you’ll support the coordination and facilitation of agent and/or group 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 Relationship Managers and Account Managers to support diverse blocks of business. The ability to proactively keep things running smoothly is what energizes them!

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, such as support of key accounts, clients, or lines of business, and proven track record of success.
1+ year of office administration experience (e.g., review/submittal of paperwork, RFP/document preparation, meeting coordination, etc.) from within insurance, financial services, or similar corporate environment.
Strong interpersonal and relationship management skills with ability to develop deep understanding of customers’ and stakeholders’ needs, ask meaningful questions, and provide guidance or recommendations based on subject matter expertise. Must be able to ensure client satisfaction.
Strong written and verbal communication skills, including the ability to facilitate presentations. Must be able to effectively communicate to varying audiences.
Ability to produce results while maintaining a commitment to accuracy, attention to detail, prioritization, and time management. Willingness to exercise flexibility while working in a team environment.
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.

Nice To Haves

Life and Health Insurance License required or successfully obtain license within 60 days of hire.

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.
Primary focus to understand the customer’s true needs by way of consultation, research and resolution of specific and escalated inquires. 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, which initiates the group contract/agreement, as applicable, accurately and within specified timeframes with guidance and support from Account Manager.
Collaborate and serve as a subject matter expert for customers/agents products, services, processes and value proposition; including providing knowledge of issues such as union considerations, ancillary products and services, complex benefit designs, funding arrangements, IRS guidelines, and ERISA. Have the ability to step-in for Account Managers, when necessary.
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 based on their specific needs and by market segment, including language changes as appropriate, prior to delivering to the customer/agent.
Document relevant account and/or agent information and activities in CRM in a timely manner; review, recognize trends, share appropriately.
Serve as the customer/account advocate elevating ideas and concerns to leadership as appropriate and participate in process improvement initiatives and projects to represent the sales staff and the voice of the customer or agent. Proactively identify opportunities to improve workflow procedures and coordinate the efforts of system support. Assist with developing and updating standard departmental procedures and participate in process improvement initiatives.
Organize and participate in various initiatives, including agent/consultant training, internal meetings, group employee meetings, pre-renewal group meetings, employer forums, and benefit fairs, if applicable.
Participate in and support new and renewal group transition and implementation activities; including facilitation of group enrollment meetings and assistance in completion of RFPs. Including verification and quality assurance of group paperwork, collaboration with Underwriting, Benefit Implementation Team, Group Enrollment and Membership and Legal. May be required to assist in analyzing group options relevant to rate issues and other considerations.
Other duties as assigned.