Account Manager - Individual Insurance

Position Summary

The Account Manager works closely with a team of agents 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.