Account Service Representative Senior

About the role

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Job Summary

The Group Account Services Representative - Large Group assists and supports the renewal and retention of health, dental, vision, and ancillary products and services. This includes interactions to provide accurate and timely resolution of complex problems and educate and train on tools and resources available to employer groups and agents. Incumbent develops and maintains a positive relationship with employer groups, agents, and internal customers.

Requirements

Education

• Bachelor's degree in Business, Management, Healthcare Administration, or related field. In lieu of degree, five (5) years' health related non-clerical experience with an insurance, managed care, or healthcare related organization will be considered.

Licensing/certification

• Arkansas License for Health and Life Insurance. If licenses are not previously held, must successfully pass both health and life exams within three (3) months after coursework is assigned. The company will reimburse two (2) attempts to pass both the exams. If unable to pass exams after three (3) months of coursework being assigned and after three (3) unsuccessful attempts to pass the exam disciplinary action could result up to termination.
• Valid, unrestricted driver's license. Maintains acceptable driving record.

Experience

• Minimum five (5) years' customer service experience, preferably in customer-facing roles.
• Minimum three (3) years insurance industry experience.
• Experience establishing relationships and resolving business issues with health plans, employer groups, or agents preferred.

Essential Skills & Abilities

• Proficiency in Microsoft Office applications including PowerPoint, Word and Excel.
• Excellent written and verbal communication skills
• Highly organized and detail oriented
• Problem sensitivity and resolution
• Researching
• Time Management
• Relationship Building
• Educational Presentations
• Business Leadership
• Professional Collaboration
• Strategic Planning
• Interpersonal Research Management
• Indepedence
• Ability to travel overnight as needed and, at times, on short notice.
• Must reside in assigned territory

Location

This is a hybrid role in our Springdale, AR, location, requiring a minimum of three days in office weekly.

Skills

• Customer Service * Deadline Management * Detail-Oriented * Educational Presentations * Group Presentations * Group Problem Solving * Health Insurance * Interpersonal Relationships * Microsoft Excel * Microsoft PowerPoint * Microsoft Word * Needs Analysis * Professional Etiquette * Relationship Building * Sales * Time Management * Verbal Communications * Working Independently * Written Communication

Responsibilities

• Assesses business process and system inefficiences; identifying opportunities to improve workflow processes, operating systems, training programs, reference materials and quality initiatives that enhance the sales experience. * Attends face-to-face meetings with groups and brokers to promote plans and resolve issues. This may include assisting with enrollment meetings. * Collaborates with internal functional areas such as customer service, claims, customer accounts, underwriting, etc. to assist with resolving issues. * Demonstrates expertise knowledge and remains current on processes, products, and resources. * Develops long-term relationships with groups and agents through communication, education, assistance, and support which is critical to generating new business and retaining existing business. * Other duties as assigned. * Represents the enterprise with high standards of business conduct, creating an exceptional customer experience, and promoting a strong culture of excellence to exceed and improve customer experience. * Serves as a key contact for the renewal and retention of products and services, which includes seeking opportunities to expand benefit portfolio and increase revenue. Assists with new business quotes, renewals, and ancillary opportunities such as Dental, Vision, Life, etc. Initiates and tracks all renewal contracts. Coordinates necessary underwriting information. Provides follow up to ensure completion and acceptance of renewal data. * Travels within the sales territory with occassional overnight stays, estimating 75%. At least half of the work in this job is conducted outside of the office and requires a valid driver's license and automobile travel. Maintains an acceptable driving record.

Certifications

• Arkansas Insurance License Life & Health - Arkansas Insurance Department
• Hiring Range $52,400.00 - $68,100.00

Security Requirements

This position is identified as level three (3). This position must ensure the security and confidentiality of records and information to prevent substantial harm, embarrassment, inconvenience, or unfairness to any individual on whom information is maintained. The integrity of information must be maintained as outlined in the company Administrative Manual.

Segregation of Duties

Segregation of duties will be used to ensure that errors or irregularities are prevented or detected on a timely basis by employees in the normal course of business. This position must adhere to the segregation of duties guidelines in the Administrative Manual.

• Employment Type
• Regular

ADA Requirements

1.1 General Office Worker, Sedentary, Campus Travel - Someone who normally works in an office setting or remotely and routinely travels for work within walking distance of location of primary work assignment.