Position Summary

The Account Manager works closely with a team of agents in the Employee Benefits department to provide excellent service and support to individual clients by maintaining a thorough understanding of products, services, and industry trends. 

Position Responsibilities 

Account Management

    Serves as contact for all day-to-day service issues and other inquiries for assigned clients

    Acts as liaison between client and vendors/carriers to resolve issues and identify opportunities for process improvements

    Tracks, manages, and documents open issues keeping the client and agent informed of status and resolution

    Quotes, analyzes, and compares health, individual and ancillary products

    Submits applications and tracks to approval

    Manages renewal timeline to ensure timely execution of client decisions

    Prepares summaries of insurance, renewals and proposals 

    Reviews client contracts and policies for accuracy

    Supports agents with new and renewal business presentations as needed

    Maintains agency management system with up-to-date and accurate information

    Builds and maintains strong customer relationships through pro-active communication

    Communicates and educates clients on latest industry trends, issues, and changes

Personal Development

    Sets priorities and manages workflow to ensure efficient, timely, and accurate processing of transactions and other responsibilities

    Keeps informed regarding industry information, new product information, legislation, coverages, and technology to continuously improve knowledge and performance

    Understands how to perform technical tasks to meet and exceed client expectations

Administrative

    Organizes tasks and resources to complete work and meet deadlines according to established procedures

    Makes decisions on a variety of tasks frequently requiring discretion, judgment and initiative guided by general procedures or standards

    Responds to incoming phone calls and emails promptly and effectively

    Performs basic office functions including emailing, filing, scanning, copying, and faxing

Customer Service

    Delivers exceptional customer service according to Spectrum’s Customer Service Standards with a goal of exceeding customer expectations with every interaction

    Promotes a customer-focused environment by providing friendly, courteous, and helpful service to internal and external customers

    Answers customer questions and resolves complaints in a timely and efficient manner

    Supports a team-oriented environment by interacting in a professional, collaborative, and respectful manner with all employees, clients, customers and/or vendors 

Other Duties

    Maintains a safe, clean, and professional work area

    Maintains open communication with manager and all coworkers

    Maintains job-related confidentiality

    Adheres to Spectrum’s mission, vision, and values

    Promotes Spectrum by maintaining a professional image and positive attitude

    Abides by policies set forth in the Employee Handbook 

    Performs any and all related duties as assigned by manager including Customer Service Representative and Agency Services Representative duties

Education and/or Work Experience Requirements 

High School diploma or equivalent. Associate’s or Bachelor’s degree preferred. Work experience required to perform this job satisfactorily is typically acquired through a minimum of five years of experience working with health-Marketplace/ancillary/Medicare insurance products. 

Required Knowledge and Skills

    Health insurance industry experience with knowledge of individual insurance and Medicare products

    Practical knowledge of quoting process and tools

    Proficient in Microsoft Office programs, especially Excel, Word, and Outlook

    Analytical and critical thinker with ability to conduct independent research 

    Strong organizational skills with ability to prioritize and manage a large workload

    Excellent verbal and written communication skills

    Ability to effectively explain complex information both verbally and in writing

    Strong editing and proofreading skills 

    Attention to detail and ability to complete tasks with a high degree of accuracy 

    Ability to perform basic mathematical computations

    Ability to follow existing processes, procedures, and verbal instruction

    Ability to manage multiple priorities, accurately, efficiently, and independently

License and Certification Requirements

    Valid WI driver’s license and acceptable driving history

    Current licensure or ability to obtain Life & Health Resident Intermediary granted by the State of Wisconsin

    Current licensure or ability to obtain AHIP, Marketplace and all carrier-required certifications

    Attend product training and continuing education courses

Physical Requirements and Working Conditions

Work is performed in a standard office environment and requires the ability to sit and work at a computer for extended periods of time. Position requires flexible work schedule to accommodate business needs, both before and after normal work hours. Occasional travel may be required.