Account Service Manager – Benefits

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver exceptional service by addressing inquiries from clients and participants through phone and email communication.

• Assist Benefits Account Managers in the daily servicing and management of client accounts.

• Support enrollment processes, eligibility verification, and coverage modifications, including new enrollments, terminations, and qualifying life events.

• Manage enrollment and eligibility adjustments via carrier websites and benefits administration platforms.

• Aid clients and participants with inquiries regarding benefits, ID cards, enrollment status, billing questions, claims inquiries, and general service needs.

• Investigate and assist in resolving issues related to enrollment, eligibility, billing, and claims by collaborating with carriers, Account Managers, and clients.

• Ensure accurate maintenance of client, participant, and plan information within agency management and carrier or benefits administration platforms.

• Review benefit documents, enrollment materials, carrier communications, and account details for precision and completeness.

• Help prepare renewal documents, benefit summaries, enrollment materials, presentations, and other materials for client engagement.

• Support activities related to new client implementation and renewals by collecting documentation, tracking outstanding items, and coordinating with Account Managers and carrier partners.

• Assist in securing applications, forms, plan documents, and other necessary information from clients and carriers.

• Oversee the distribution of benefit materials, ID cards, plan documents, and other deliverables.

• Keep detailed activity notes, follow-up items, and workflow documentation in the agency management system.

• Process communications and maintain organized electronic client files.

• Utilize Applied Epic, Microsoft Office, carrier portals, benefits administration platforms, and additional agency technologies.

• Create and maintain reports and spreadsheets to support account management and team operations.

• Escalate intricate coverage, claims, billing, eligibility, or compliance issues to the relevant team member.

• Collaborate effectively with Account Managers, Producers, carrier partners, and internal teams.

• Participate in carrier training, ongoing education, and internal team meetings.

• Identify workflow enhancements and opportunities to improve operational efficiency and client experience.

• Provide support to the team and assist with special projects as assigned.

⛳️ Requirements

• A high school diploma or equivalent is required.

• A Life & Health Insurance License is preferred, or the ability to obtain it within 90 days of employment.

• Prior experience in insurance, benefits, customer service, or administrative roles is preferred.

• Experience in Employee Benefits or health insurance is advantageous.

• Familiarity with medical, dental, vision, life, disability, and other employee benefit products is preferred.

• Experience with Applied Epic or similar agency management systems is preferred.

• Familiarity with carrier portals or benefits administration platforms is a plus.

• Proficient in Microsoft Office Suite, including Excel, Word, Outlook, PowerPoint, and Microsoft 365.

• Strong organizational abilities with outstanding attention to detail and accuracy.

• Excellent written and verbal communication skills coupled with a strong customer-service orientation.

• Capability to manage multiple priorities and adhere to deadlines in a fast-paced environment.

• Strong problem-solving and research abilities with the capacity to track issues through to resolution.

• Ability to work independently while recognizing when to escalate complex client or coverage concerns.

• Team-oriented approach with a dedication to collaboration, continuous improvement, and outstanding client service.

• Self-motivated with an ownership mentality and a desire to learn, grow, and contribute to the success of the Benefits team.

🏝️ Benefits

• Medical, dental, and vision insurance coverage.

• 401(k) plan with company matching.

• Flexible Spending Account (FSA).

• Life insurance coverage.

• Short-term and long-term disability coverage.

• Options for accident and critical illness insurance.

• Generous Paid Time Off (PTO).

• Opportunities for professional growth, including obtaining a Life & Health Insurance License.

• Potential for continued career advancement within the organization.