Sr. Account Service Rep

US-IA-Des Moines
Job ID
212719
Category
Sales
Requires Non-Compete?
No

Job Summary

Do you enjoy uncovering and understanding the needs of your customers? Would you like to join a team that seeks to deliver strategic, customer-focused solutions?

 

As Sr. Account Service Rep, you’ll coordinate and support renewal and new group implementation activities under minimal supervision. This could include researching, resolving, and providing prompt, courteous, and accurate responses to customers, consultants, and agents via phone, written correspondence, or email. You’ll serve as an advocate on behalf of Wellmark by providing education regarding products and services to our customers and agents. Additionally, you’ll assist with the RFP process, support the coordination and facilitation of group enrollment and/or agent meetings, as well as collaborate with business partners (Operations, Underwriting, etc.) to evaluate the needs and requests of our customers. 

 

Our ideal candidates are team players who thrive on gaining a deep understanding of "how" benefits work, researching information, resolving questions, and achieving customer/client satisfaction in a fast-paced, dynamic work environment. Account Service Reps are masters of time management, prioritization, organization, and enjoy partnering with Account Managers to support diverse blocks of business, while building long-term relationships with clients. Sound like a career path you’d like to pursue? Consider applying today!

 

Core Competencies:

  • Accountability: Owning and taking responsibility for one’s actions.
  • Business Acumen: Understanding industry, market, financial and company specific operations.
  • Collaboration and Communication: Working together; listen to other’s ideas; communicate accurately and concisely.
  • Decision Making: Consider all facts and impacts when making decisions.
  • Focus on the Customer: Consistently doing what is in the best interest of our customer. Leaving a positive impression on the customer by elevating their experience; making it simpler and educating to helping them understand.

Minimum Qualifications Required (all must be met to be considered)

  • Associate’s Degree or direct and applicable work experience.
  • 4+ years of experience in customer service, client support, or related roles with increasing levels of accountability, such as support of key accounts, clients, or lines of business, and proven track record of success.
  • 1+ year of office administration experience (e.g., review/submittal of paperwork, RFP/document preparation, meeting coordination, etc.) from within insurance, financial services, or similar corporate environment.
  • Strong interpersonal and relationship management skills with ability to develop deep understanding of customers’ and stakeholders’ needs, ask meaningful questions, and provide guidance or recommendations based on subject matter expertise. Must be able to ensure client satisfaction.
  • Strong written and verbal communication skills, including the ability to facilitate presentations. Must be able to effectively communicate to varying audiences, such as internal teams, external accounts, or vendors.
  • Ability to produce results while maintaining a commitment to accuracy, attention to detail, prioritization, and time management. Willingness to exercise flexibility while working in a team environment.
  • Proficiency with Microsoft Office applications, such as Word, Excel, or Outlook.
  • Valid driver’s license. Ability to travel as needed.

 

 

Life & Health insurance license, or the ability to successfully obtain license within 2 months.

Hiring Specifications Preferred

  • Associate’s Degree.
  • Health insurance or related industry experience with understanding of products or benefit design and applicable industry-related rules and regulations.
  • Direct experience in a sales support role. Knowledge of consultative selling best practices is a plus.

 

Job Accountabilities

a. Assist in the development and management of relationships with customers and consultants. Maintain relationships with assigned customers, agents, and/or consultants through effective communication, customer service, agent training, and personal interaction during meetings, lunches, or other specified events. Keep Account Managers and leader informed of customer interactions and status updates.

b. Primary focus to understand the customers true needs by way of consultation, research and resolution of specific and escalated inquires. Reinforce with business stakeholders the customer experience by providing prompt, courteous and accurate responses to customers and/or agents.

c. Prepare and submit required group-specific paperwork for new or renewal business, which initiates the group contract/agreement, as applicable, accurately and within specified timeframes with guidance and support from Account Manager.

d. Collaborate and serve as a subject matter expert for customers/agents products, services, processes and value proposition including providing knowledge of issues such as union considerations, ancillary products and services, complex benefit designs, funding arrangements, IRS guidelines, and ERISA. Have the ability to step in for Account Managers, when necessary.

e. Provide integral review of Summary Plan Descriptions SPDs, Coverage Manuals, Summaries of Benefits and Coverage SBCs, Group Implementation Guides, and other documents for the customer based on their specific needs and by market segment, including language changes as appropriate, prior to delivering to the customer/agent.

f. Document relevant account and/or agent information and activities in CRM in a timely manner review, recognize trends, share appropriately.

g. Serve as the customer/account advocate elevating ideas and concerns to leadership as appropriate and participate in process improvement initiatives and projects to represent the sales staff and the voice of the customer or agent. Proactively identify opportunities to improve workflow procedures and coordinate the efforts of system support. Assist with developing and updating standard departmental procedures and participate in process improvement initiatives.

h. Organize and participate in various initiatives, including agent/consultant training, internal meetings, group employee meetings, pre-renewal group meetings, employer forums, and benefit fairs, if applicable.

i. Participate in and support new and renewal group transition and implementation activities including facilitation of group enrollment meetings and assistance in completion of RFPs. Including verification and quality assurance of group paperwork, collaboration with Underwriting, Benefit Implementation Team, Group Enrollment and Membership and Legal. May be required to assist in analyzing group options relevant to rate issues and other considerations.

j. Other duties as assigned.

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