SUMMARY:

HUB International’s Employee Benefits Senior Account Manager is the first level and primary customer facing service interface for our customers.  The position requires a high degree of customer service, problem solving, and communications skills and works under the direction and supervision of the Employee Benefits Service Manager.  This position is part of the Service organization and supports HUB’s clients and their employees, by resolving all service matters.  The Account Manager also acts as HUB’s liaison with the insurance carriers for all matters relating to the servicing and maintenance of HUB’s client base.

Typical functions for this role include but are not limited to processing and answering customer requests for services and complaints, ensuring prompt resolution of problems, managing service response escalations both internally and from the various insurance carriers for employer/client health plans, and capturing all service related activities in the BenefitPoint agency management software.

The primary goal for the Employee Benefits Senior Account Manager role is to support the Service operations and effectively service and maintain HUB’s client relationships.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Works directly with clients and employees to answer questions and resolve their issues.

• Loads and maintains all service activities in BenefitPoint.

• Resolves enrollment and termination issues.

• Acts as a liaison with insurance carriers to resolve claim issues, billing issues, and other service matters.

• Provides members with assistance for appeals and other service matters.

• Answers or escalates questions to obtain accurate answers related to legislation and benefit laws regarding HIPAA, COBRA, and FMLA.

• Works with service teams and service team members to ensure continuity of workflow and processes between teams and to make sure adequate support, coverage and backup are in place at all times.

• Maintains an assigned book of cases and stays in regular contact with all key client contacts to build solid relationships.

• Proactively calls key contacts to check-in and for fact finding.

• Assists with the training of new hires in their duties.

• Prepares reports giving details of complaints and service requests on a monthly basis.

• Shares new and unique information with other HUB service team members.

• Maintains organized filing systems and timely submits all employee paperwork.

• All other duties and special projects as assigned.

EDUCATION, LICENSING OR CERTIFICATION REQUIREMENTS:

• 5+ years of experience in employee benefits including a strong knowledge of employee benefit plans, ancillary coverages, and current legislation

• Highly organized, technical and analytical skills

• Ability to operation independently and in a team setting

• Client service mentality with active listening skills and able to effective communicate with clients, team members, and management

• Very comfortable with typical business technology including voice mail, e-mail, word processing, spreadsheets, and presentation software

• Proficient with using Microsoft Office products especially Excel, Outlook, and Publisher. Must also be comfortable with Adobe Acrobat Standard

• Excellent written and verbal communication skills

• Bachelor’s degree from an accredited university preferred; High School Diploma required

• Travel negligible. Must be willing to travel within the Carolinas.

• LA&H License required. Must have or be willing to obtain a NC/SC Life and Health Insurance License within 60 days of employment.