This role serves as the primary client facing contact point for assigned accounts and represents a source of subject matter expertise, guidance, and accountability for providing an outstanding client and customer experience. 

The Client Account Manager-II will be the account service expert for the plan, processes, and services being provided to their assigned accounts. This individual will have the responsibility to work closely with all AHP departments, carriers, and other benefit providers to ensure the organization provides prompt quality services to assigned schools, in a proactive manner whenever possible.

The Client Account Manager-II is responsible for driving continuous quality and performance improvements through monitoring, extensive data analytics, process analysis, and delivery of performance and quality improvements to ensure timely, efficient, and effective high-quality services are sustained and that target service and productivity goals are achieved.

The Client Account Manager-II will be required to work with complex accounts, as well as assist in the training and development of those in the Client Account Manager-I role.

Primary Duties & Responsibilties:

Work with management, account executive, and Onboarding/Implementation teams to obtain all necessary requirements and process documentation to ensure service procedures for assigned accounts are in place, training and awareness of all support service teams is sustained to meet or exceed client and member service goals; focus on enrollments and waiver processes.Work closely with other internal functional areas while adhering to change control processes to accurately ensure each department has the information needed to service AHP’s schools in a consistent and reliable manner.Analyze and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.Research, review, and analyze the effectiveness and efficiency of existing processes and solutions to initiate continuous quality improvement initiatives.Develop, maintain, and routinely communicate continuous improvement plans and status by account as well as progress against personal and department goals.Coordinate orientations for clients as needed. Resolve enrollment escalations utilizing internal tools and systems. Serve as client point of contact for all claims and ledger billing inquiries.

Requirements & Qualifications:

Strong background in customer service with an emphasis on resolving problems and issues.Previous experience working as an Account Service Manager or similar role in the insurance industry preferred.Highly proficient in driving business process improvement, training methods, team or department planning, process diagrams, action plan management, and policy and procedure development.Background in a project management or business analysis role preferred.PC proficiency to include Microsoft Word, Excel, PowerPoint, Project, Visio and Outlook.Experienced in managing multiple accounts with an emphasis on proactive client communication.Solid 3 - 5 years of relevant work experience (supporting relationship managers, sales or working in a service oriented operational middle office or client facing support function)BA or BS Degree is desirable

Risk Strategies is the 9th largest privately held U.S. brokerage firm offering comprehensive risk management advice, insurance and reinsurance placement for property & casualty, employee benefits, private client services, as well as consulting services and financial & wealth solutions. With more than 30 specialty practices, Risk Strategies serves commercial companies, nonprofits, public entities, and individuals, and has access to all major insurance markets. Risk Strategies is an Accession Risk Management Group company, with over 200 offices and more than 5,000 employees across the U.S. and Canada.

Our industry recognition includes being named a Great Place to Work, Best Places to Work in Insurance, and on the Inc. 5000 list as one of America’s Fastest Growing Private Companies. We are committed to being good stewards for our company, culture, and communities by having a strong focus on Environmental, Social, and Governance issues.

Risk Strategies is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about working at Risk Strategies by visiting our careers page: www.risk-strategies.com/careers.

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