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.