This role serves as the primary contact point for assigned accounts and represents a source of subject matter expertise, guidance, and accountability for providing an outstanding client and customer experience. The Client Account Manager-I will be the account service expert for the plan, processes, and services being provided to their assigned accounts. This individual will have the responsibility to work closely with all AHP departments, carriers, and other benefit providers to ensure the organization provides prompt quality services to assigned schools, in a proactive manner whenever possible. The Client Account Manager-I is responsible for driving continuous quality and performance improvements through monitoring, analysis, and delivery to ensure timely, efficient, and effective high-quality services are sustained and that target service and productivity goals are achieved.
Primary Duties & Responsibilities:
- Work with Client Account Manager-II, management, account executive, and Onboarding/Implementation teams to obtain all necessary requirements and process documentation to ensure service procedures for assigned accounts are in place, training and awareness of all support service teams is sustained to meet or exceed client and member service goals; focus on enrollments and waiver processes.
- Work closely with other internal functional areas while adhering to change control processes to accurately ensure each department has the information needed to service AHP’s schools in a consistent and reliable manner.
- Analyze and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.
- Research, review, and analyze the effectiveness and efficiency of existing processes and solutions to initiate continuous quality improvement initiatives.
- Develop, maintain, and routinely communicate continuous improvement plans and status by account as well as progress against personal and department goals.
- Coordinate orientations for clients as needed.
- Resolve enrollment escalations utilizing internal tools and systems.
Requirements & Qualifications:
- Solid 3 - 5 years of relevant work experience (supporting relationship managers, sales or working in a service oriented operational middle office or client facing support function)
- Experience with Microsoft Visio, Project and Excel
- BA or BS Degree is desirable
- Strong background in customer service with an emphasis on resolving problems and issues.
- Previous experience working in the insurance industry is a plus.
- Proficient in driving business process improvement, training methods, process diagrams, action plan management, and policy and procedure development.
- Background in a project management and business analysis role preferred.
- Experienced in managing multiple accounts with an emphasis on proactive client communication.
At Risk Strategies Company, base pay is one part of our total compensation package, which also includes a comprehensive suite of benefits, including medical, dental, vision, disability, and life insurance, retirement savings, and paid time off and paid holidays for eligible employees. The total compensation for a position may also include other elements dependent on the position offered. The expected base pay range for this position is between $48,000 - $65,000. The actual base pay offered may vary depending on multiple individualized factors, including geographical location, education, job-related knowledge, skills, and experience.
Risk Strategies is the 9th largest privately held US brokerage firm offering comprehensive risk management advice, insurance and reinsurance placement for property & casualty, employee benefits, private client services, as well as consulting services and financial & wealth solutions. With more than 30 specialty practices, Risk Strategies serves commercial companies, nonprofits, public entities, and individuals, and has access to all major insurance markets. Risk Strategies has over 100 offices and nearly 5,000 employees across the US and Canada.
Our industry recognition includes being named a Best Places to Work in Insurance for the past five years (2018-2022) and on the Inc. 5000 list as one of America’s Fastest Growing Private Companies. We are committed to being good stewards for our company, culture, and communities by having a strong focus on Environmental, Social, and Governance issues.
