Senior Account Manager

Description

Job Title:  Senior Account  Manager

Job Type: FT

Location: #LI- Remote, to be considered for this role, you must reside in one of the following states —AZ, CT, FL, GA, IL, KS, MA, MD, ME, MI, MO, NC, NJ, NV, NY, OH, PA, RI, SC, TN, TX, UT, VA, WI, WV    

Who We Are

Benefits are complicated but by using innovative technology, paired with attentive and dedicated customer service, it doesn’t have to be! At Flores, we focus on technology and customer service, so our clients can focus on their employees. We are a leader in the field of consumer-based reimbursement plans, COBRA, and Direct Bill services. 

Please visit our website to learn more about our people, culture, and benefits! www.flores-associates.com.

Job Summary

At Flores, we are passionate about our clients having a great experience and this also applies to our team and our future team members. Building a remarkable team is a top-level company priority. A Senior Account Manager is responsible for creating and maintaining positive relationships and achieving overall satisfaction with assigned clients and brokers. This position interprets our system capabilities and our services for each client’s unique needs, provides executive level plan reporting and insights, participates in internal process improvement opportunities, and serves as a subject matter expert, providing guidance and mentorship to teammates. The Senior Account Manager will report to a Director of Account Management.

What You’ll Do

• A Senior Account Manager may be assigned clients of varying sizes, industries and complexities, but the majority of the assigned book of business will likely include clients that are considered large or enterprise with more complex plan designs and requirements. 
• You will be responsible for the following tasks for your assigned book of business:

-Provide a high level of customer service to assigned brokers, clients and participants where applicable by creating and fostering a positive relationship with all parties.

-Assist clients and brokers through multiple channels – including emails, scheduled conference calls and adhoc phone calls. 

-Monitor and manage assigned work in a timely manner via our CRM system as well as within our operational systems. 

-Utilize and articulate extensive knowledge of necessary technical IRS Code and general employee benefit knowledge regarding Flexible Spending Accounts, Cafeteria Plans, Health Reimbursement Arrangements, HSA administration, COBRA, and Direct Reimbursement models to address client/participant questions and inquiries.

-Research technical and legal questions posed by clients and brokers using available resources. 

-Support new client implementations as needed and assist the implementation team in adding additional lines of services to pre-existing groups. 

-Manage the required daily tasks for assigned accounts – including but not limited to account audits and reconciliation on both an individual and corporate level.

-Respond timely and professionally to escalations; employ appropriate tactics to appropriately deescalate situations as necessary. 

-Prepare for and execute seasonal activities such as re-enrollment and non-discrimination testing in a timely manner.

-Prepare and deliver regular reporting to key stakeholders for select clients and brokers. 

-Be responsible for the financial oversight of all accounts within your assigned book of business and identify root cause as well as solution for financial issues at the corporate and participant level where applicable.

-Assist teammates with varied questions and escalations daily; provide timely feedback and direction to help them support their clients.

-Take incoming calls in a phone queue for clients who reach out to our team for general support on an as needed basis.

• Perform other duties as assigned.
• Maintain quality work that exemplifies and promotes Flores’ core values.

Requirements

Who You Are

• An individual that understands the value of providing a high level of customer service.
• An individual who is hyper focused on excellent service levels and turnaround times.
• An individual with 5+ years of relevant Account Management work experience. Previous experience in benefits management, customer service or account management related field required. 
• Preferred associate or bachelor’s degree but not required.
• A collaborative peer who can empower teammates to grow personally and professionally.
• A detail or