Job Description
Job Summary
Manages relationships and monitors the account health of assigned block of business; provides ongoing post-sale support, facilitates administrative solutions for service issues, and ensures that the clients business objectives and needs are met; executes a renewal and re-enrollment strategy for the account that drives premium and increases customer satisfaction
Principal Duties & Responsibilities
Manages and drives implementation and relationships for assigned Aflac accounts/brokers; manages and monitors the account health of assigned block of business (identifying risks, barriers, suspense, overall service standards, etc.); develops and maintains written records and materials regarding administrative support of the account; ensures smooth post-sale service activities such as enrollment system setup, billing and reporting solutions, timelines, ongoing administrative setup/support and monitors ongoing activities
Provides dedicated support for assigned accounts with accurate, timely and transparent delivery of account level stewardship reporting, post-enrollment debriefing, decision-support tools, and enrollment solutions after the case is sold; executes a renewal and re-enrollment strategy for the account that drives premium and increases customer satisfaction; implements strategies and leverages Aflac services for existing clients; ensures requirements for initial account set-up and reenrollment activities are met for assigned accounts with business units
Works with career associates, brokers and clients to gather enrollment requirements such as enrollment dates, number of employees, benefit participation rules, plans to be offered, type of systems currently used, SLA's, enrollment type and key milestone dates.
Develops a working relationship to include periodic personal and frequent telephone contacts to monitor all areas of service; analyzes problems and develops solutions to correct a situation and prevent re-occurrence; communicates the resolution and monitors to ensure its success; facilitates working effectiveness of supporting business units; manages the delivery of service internally to achieve a high level of account satisfaction
Develops, updates, and maintains account profiles; provides central coordination of ongoing administrative services with other business units to ensure that account issues are avoided or resolved promptly and prevent re-occurrence; uses broad experience to make independent decisions regarding the best solution to conserve business resources and implements and communicates the appropriate activity
Analyzes, monitors, and executes change requests for accounts throughout the implementation phase; ensures that defined service level agreements are met; uses forward thinking to make recommendations to ensure enrollment and service solutions are put in place to meet the account's needs and expectations; maintains a database repository of enrollment/service efforts and results
Analyzes and completes reports as needed related to account activity; conducts proactive account audits to identify trends and document process improvements for open enrollment and ongoing administrative services
Partners with the integration team to coordinate the implementation of technology with internal and external customers to facilitate data exchange; establishes, consults, and implements appropriate technology for initial billing set-up and initial premium changes
Partners with internal business units to address any client question or issue, whether relating to technology, account enrollment, claims, etc., are responded to and resolved in a consistent and timely fashion; acts as a liaison requiring expertise at an intermediate technical and administrative level; handles complicated or unique service issues and ensures that the results meet the business need; escalates more complex issues to senior employee or management
Stays abreast of industry best practices through competitive intelligence, and industry periodicals; drives the overall customer experience for accounts serviced; proactively identifies new service requirements in response to account administration issues; maintains contact with accounts to ensure quality service, facilitating surveys if needed; provides insight to help shape the account's service needs as they evolve
Travels to accounts as determined by the account service strategy and as needed to ensure the delivery of the distinctive, superior, responsive, and consistent service experience (travel is generally less than 25%)
Performs other duties as required
Education & Experience
Bachelors Degree In a related field, Five - six years of job-related experience, or an equivalent combination of education and experience.
Two years insurance, healthcare, and/or financial industry experience (internal and/or external) (Preferred)
Experience in a service related area such as client services, sales support, coordinating activities associated with the processing of group enrollments (Preferred)
Job Knowledge & Skills
Experience with project/timeline management with the ability to manage multiple projects at once
Knowledgeable in processes related to acquisition, implementation, service and billing of accounts
Strong project management, leadership, problem solving and practice development skills
Strong personal computer skills with experience in Windows-based software
Excellent negotiation, presentation, public speaking, written & verbal communication skills
Organizational Competencies
Acting with Integrity, Communicating Effectively, Pursuing Self-Development, Serving Customers, Supporting Change, Supporting Organizational Goals, Supporting Organizational Goals
