Senior Account Service Representative

The Cross Family of Agencies welcomes you. We need your talent and expertise.

TITLE:                       Senior Account Service Representative                     

DIVISION:                 EMPLOYEE BENEFITS – Boston

REPORTS TO:         VP of Client Services

STATUS:                  FULL-TIME; EXEMPT; NON-REMOTE

                                                                    POSITION PURPOSE

• 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.
• 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, ee election forms benefit guides and or brain shark training tool. Coordinated open enrollment meetings and additional 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 (Salesforce) based on Cross best practices.
• Prepare pre-renewal notice for carrier submission, obtain and send renewal to Account Manager with copy to Producer and Account Manager; request current census; market and quote benefit products with assistance of Producer/Account Manager; review quotes for accuracy; produce proposal for presentation to client.
• Assist in preparation of Wrap Plan Document and SPD including audit that all in force policies have a COO on file. Gather required data for preparation of 5500. 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 renewal tasks in Sales Force and document renewal folders in Sales Force
• Assist team with building new groups in Navigator and gather required documentation for updating renewal plans.

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
• At least four years of experience with an employee benefits brokerage firm.
• Massachusetts agent’s license in Health, Life and Disability
• Experience with both Fully-Insured and Self-Insured Financial Arrangements
• 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), Power Point and Word.
• Strong organizational and analytic skills, high attention to detail, responsive and self-motivated
• High level of patience and empathy while working under pressure.