Associate Account Manager

PURPOSE:

The Associate Account Manager (Associate) will provide support to the existing account management team, which includes the Account Manager(s) and Senior Account Manager(s). In this position, the Associate would assist with implementing new accounts and renewing existing accounts, coordinating escalations/problems, and reporting.

As part of the Client Services Team, the Associate will gain hands-on training by supporting the Account Manager(s) in their day-to-day interactions with our carrier clients, working with internal teams, and supporting the delivery of the desired customer experience to our clients.

RESPONSIBILITIES:

• Assist with all tasks related to onboarding new clients with the Account Management and/or Account Executive, internal departments, external vendors, and clients.

• Work within a team environment and support all day-to-day functions of existing accounts, including escalated customer service issues, report creation and delivery, researching billing and/or eligibility inquiries, and assisting in solving/resolving complex issues.

• Work with the Account Manager(s) to resolve customer service issues quickly and effectively.

• Support internal teams to retain existing customers and renew business.

• Provide updates and maintain continuous communication with the Account Manager(s) to ensure awareness of changes within assigned client relationships.

• Interface with internal departments to improve processes and resolve client issues and customer escalations.

• Provide ongoing support to the Account Manager(s) and assist with special projects.

• Perform other duties as assigned.

QUALIFICATIONS:

• Excellent attention to detail.

• Superb communication skills, listening, written and oral.

• Customer-oriented mindset.

• Drive and ability to develop rapport with clients.

• Aptitude for fostering positive relationships with colleagues.

• Creative problem-solving abilities and the ability to assess and respond promptly.

• Ability to manage workloads effectively and independently and determine priorities.

• Confidently identify when further escalation is required or when there is a need to ask for assistance.

• Ability to independently manage one's time within described deadlines.

• Intermediate Microsoft Office skills (Excel, PowerPoint, etc.).

EDUCATION and EXPERIENCE:

• BA/BS preferred; offsetting combination of education and experience will be considered.

• 2 - 4 years of experience in a customer-facing role (i.e., Customer Service, Sales Support, and/or Account Management).

• Experience in insurance, financial services, or comparable industries preferred.

• Life and Health Insurance License or willingness to obtain within six (6) months of hire.