POSITION OVERVIEW :
The Employee Benefits Group Account Manager is responsible for the oversight and ongoing management of assigned client accounts. They will primarily work alongside an Advisor as a key member of the client relationship team and focus on ensuring world class client care. This position coordinates with support staff to facilitate the implementation of new or renewing accounts to ensure the highest level of service is met. The Account Manager will identify trends in service issues and develop corrective action plans that will positively improve the client’s ability to manage their benefit plans.
RESPONSIBILITIES :
Relationship Management
- Communicate effectively and courteously to clients, employees, and carriers regarding benefit plans, renewal information, and plan & vendor options
- Engage clients to gather information about their insurance needs, discuss existing coverage, and provide customized insurance solutions
- Deliver exceptional customer service and ensure client satisfaction with every effort to exceed expectations, which may include in person meetings
- Manage and grow existing book of business and identify cross selling opportunities
Account Management
Oversee vendor changes where required including ensuring that materials are prepared and distributed to the client. Receive and process enrolment / application materials with the new vendor and keep the client abreast of timelines to ensure alignment on expectationsProvide timely responses to customer calls and resolve problems immediately where possible. Provide status update to client if unable to resolveResearch and resolve all queries, claims and billing problemsEducate client and plan members about their group’s benefit plans, coverage, copays, coinsurance and / or deductiblesRespond to Request for Proposals (RFP); coordinate and assist in presentations alongside Advisor in finalist meetings as it relates to new and existing clientsInternal Collaboration
Liaise with Advisor as well as Operations Team to promote quality service delivery and reduce silosCollaborate with internal teams and quarterback action items and changes to improve client service modelAttend relevant internal and external continuing education seminars and trainings and stay abreast of industry trendsReporting & Analytics
Market and analyze benefits and rates for all lines of coveragePrepare and produce internal reports on account status and key metrics. Clearly communicate updates and potential concerns to leadershipREQUIREMENTS :
At least five years in an account management position / service position in the health or benefits industryGBA designation required and in pursuit of CEBSSuccessful completion of the Life License Qualification Program (LLQP)Licensed in Ontario and requirement to be licensed in all other jurisdictions, except QuebecExcellent professional communication and group presentation skillsAbility to articulate technical information and complex concepts in simple and effective mannerStrong aptitude to successfully and creatively problem solve and negotiate solutionsAbility to organize and prioritize is essentialProficient in MS Office overall with specific expertise in Excel; Active and ongoing use of CRM solutionsAbility to attend in person client meetingsPreference given to candidates proficient in English and French languagesNavacord, and all our Broker Partners are actively committed to supporting diversity, equity, and inclusion. We serve and recognize and respect human differences and similarities. We value the diversity of people and actively encourage women, indigenous peoples, members of visible minorities, people with disabilities, and lesbian, gay, bisexual, transgender, and queer (LGBTQ2+) persons to apply. We are committed to providing accommodation upon request for applicants and employees with disabilities. If you require accommodation, we will work with you to meet your needs.
