Position Summary

The AVP is responsible for the oversight and ongoing management of the Account Managers. AVP works with sales and support teams to ensure that a high service level is met. AVP will also work with high-level, key employees to maintain ongoing client relationships. Being extremely knowledgeable about group benefits, having excellent problem resolution and management skills. The AVP must also be personable, maintain a high level of professionalism and be able to travel if needed.

Essential Duties and Responsibilities

• Supervision of Account Managers (including Seniors).
• Ensure Open Market SOPs and processes are enforced.
• Manage Renewal Calendar to ensure ALL renewals are completed
• Manage Client Escalations
• Support Account Manager teams by providing training, assistance and daily support as needed.
• Manage PTO requests for Account Managers.
• Conduct yearly employee reviews.
• Conduct weekly team meetings (collectively and individually as needed).
• Ensure a high level of customer retention and satisfaction.
• Ensure high levels of service are delivered to ALL clients:

• Ensure a high level of professionalism and customer service to clients
• Ensure Account Managers provide 24-hour response times to requests. If resolution cannot be obtained within 24 hours, make sure they keep lines of communication open with clients by providing status updates.

• Provide and assist teams to ensure an excellent level of service is provided to internal and external clients.
• Review ClientSpace cases weekly to ensure all outstanding issues are resolved in a timely manner.

Knowledge, Skills, and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Personal qualities of integrity and credibility.
• Must be able to work individually and as part of a team.
• Must be able to use the utmost discretion in all presentations/correspondence and communication for staff, clients, and all leadership.
• Intermediate (or higher) knowledge of Microsoft Office and Adobe.
• Work requires professional, written, and verbal communication and people skills.
• Strong organizational skills with the ability to multi-task and prioritize meeting stated deadlines.
• Knowledge of employee benefits, compliance, and payroll.
• Must be able to read, analyze, and interpret SBC, technical procedures, insurance regulations, and governmental regulations.
• Ability to respond effectively to the most sensitive inquiries and complaints.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.

Required Education & Experience
• 2- 5 years or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, certifications, or job training programs) preferred.

• Bachelor's degree preferred

Required Licenses and/or Certifications

• Health and Life Insurance License mandatory.

Required Technology

• Multiple platforms will be utilized to access clients, employees, carrier, payroll, and HR information.
• The ability to navigate the different platforms to perform daily duties.

Physical, Mental, & Communication Demands

Physical Read Only The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be provided to enable individuals with disabilities to perform the functions.

• Frequently required to sit; occasionally required to stand and walk.
• Specific vision abilities required include close vision, color vision, and ability to adjust focus.
• Frequently required to talk and hear. • Moderate concentration/intensity, which includes prolonged mental effort.
• Average memory, taking into consideration the amount and type of information.
• Noise level in the work environment is usually moderate.

Environmental Conditions

Indoor, in office environment. May occasionally have moderate noise level from copiers, W2 or check printers, or co-workers.

This position is eligible for the following benefits:

Health Insurance: Medical, dental, and vision coverage

Retirement Plan: 401(k) with company match

Paid Time Off: PTO, Holidays, Parental leave and Sick Leave provided as required by applicable state law

Other Benefits: Life insurance, short term disability, long term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), Identity theft protection, critical illness, accident, cancer, hospital protection, legal and pet insurance.