Senior Account Service Representative

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TITLE:                       Senior Account Service Representative                     

DIVISION:                 EMPLOYEE BENEFITS - Newburyport

REPORTS TO:         VP of Client Services

STATUS:                  FULL-TIME; EXEMPT

                                                                    POSITION PURPOSE

Initial point of contact for employer groups/employees for service-related issues. Foster long-term relationships between Cross clients and their employees. Develop and maintain a positive relationship and rapport with each insurance carrier to satisfy our clients’ needs and facilitate the processing of business. Build solid partnership with Producers, Account Executives and Account Managers. Make a positive contribution to the overall success of the Wakefield/Newburyport Cross EB Team.

                                                                      RESPONSIBILITIES

ESSENTIAL FUNCTIONS:

Assist clients and their employees with day-to-day customer service correspondence on billing, eligibility, employee benefit system and claims questions/concerns along with other issues as they may arise. Notify Producer/Account Executive and/or Account Manager of any service, elevated billing, enrollment or claim issues. Follow Quality Management guidelines to ensure proper and timely administration of assigned duties and functions. Consolidate data files to provide cohesive Excel enrollment or claim files in Cross or carrier format, using pivot tables, V-look up and other intermediate functions. Build annual open enrollment Power Point slide deck.  Coordinate/build open enrollment client materials and communication pieces. Manage customer enrollments/terminations requests in appropriate carrier websites in coordination with the Enrollment Specialist. Create and maintain daily customer service, new group, and pre & renewal activities in CRM data-base based on Cross best practices (Brokerage Builder). Current groups – may be required to provide pre-renewal notice (90 - 120 days in advance); obtain and send renewal to Account Manager with copy to Producer and Account Executive; request current census; market and quote benefit products with assistance of Producer/Account Executive and/or Account Manager; review quotes for accuracy; produce proposal for presentation to client. In absence of an Account Manager, assist Producer/Account Executive in all aspects of renewal submission. Prospect groups – may be required to market and quote benefit products with assistance of Producer/Account Executive and/or Account Manager; review quotes for accuracy; produce proposal for presentation to prospective client. In absence of an Account Manager, assist Producer/Account Executive in all aspects of new group submission. Maintain awareness of new developments or changes with the various carriers and new Federal/State laws that may affect how our clients must administer their benefit programs. Complete tasks in CRM System (Brokerage Builder).

ADDITIONAL RESPONSIBILITIES:

Attend and complete any training sessions or assignments as required. Adhere to client service standards of the department and agency. Perform other tasks on projects as needed/assigned.

                                               QUALIFICATIONS REQUIREMENTS:

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. 

• College degree required, and at least three years of experience in employee benefit account management.
• Massachusetts agent’s license in Health, Life and Disability or secure license within 90 days of employment.
• Experience with both Fully-Insured and Self-Insured Client Data
• Possess strong verbal and written communication skills necessary to communicate with insurance companies, clients and prospects concerning employee benefit lines of coverage.
• Advanced working skills with Microsoft Excel (data manipulation, macros, formulas),