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Client Manager (2 Openings)

AFLAC Columbia, SC
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Job Description

Description

 

Spread Your Wings

 

We are the Duck. We inspire and are inspired, listen and respond, empower our people, give back to our community and, most importantly, celebrate every success along the way. We do it all The Aflac Way. 

 

Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of Americas best-known brands. Aflac has been recognized by Fortune magazine as one of the 100 Best Companies to Work For in America for 20 consecutive years, one of the Best Workplaces for Millennials in 2015 (the inaugural year of the award) and one of Americas Most Admired Companies for 18 years.

 

Our business is about being there for people in need. So, ask yourself: Are you the Duck? If so, there's a home ” and a flourishing career ” for you at Aflac.

 

The Company

Aflac

 

The Location

Columbia, SC

 

The Division

Premier Broker/Group Services

 

The Opportunity  

Client Manager

 

Job Summary

Manages and drives implementation and relationships for complex top broker cases; manages and monitors the account health of assigned brokers (identifying risks, barriers, suspense, overall service standards, etc.); provides ongoing post-sale support, facilitates administrative solutions for service issues, and ensures that the clients business objectives and needs are met; executes a renewal and re-enrollment strategy for the account that drives premium and increases customer satisfaction; implements strategies and leverages Aflac services for existing clients

 

Principal Duties & Responsibilities

Manages and drives implementation and relationships for complex top broker cases; manages and monitors the account health of assigned brokers (identifying risks, barriers, suspense, overall service standards, etc.); provides ongoing post-sale support, facilitates administrative solutions for service issues, and ensures that the clients business objectives and needs are met

 

Provides dedicated support for assigned accounts with accurate, timely and transparent delivery of account level stewardship reporting, post-enrollment debriefing, decision-support tools, and enrollment solutions after the case is sold; executes a renewal and re-enrollment strategy for the account that drives premium and increases customer satisfaction; implements strategies and leverages Aflac services for existing clients; ensures requirements for initial account set-up and re-enrollment activities are met for assigned accounts with business units

 

Works with career associates, brokers and clients to gather enrollment requirements such as enrollment dates, number of employees, benefit participation rules, plans to be offered, type of systems currently used, SLA's, enrollment type and key milestone dates.

 

Develops a working relationship to include periodic personal and frequent telephone contacts to monitor all areas of service; analyzes problems and develops solutions to correct a situation and prevent re-occurrence; communicates the resolution and monitors to ensure its success; facilitates working effectiveness of supporting business units; manages the delivery of service internally to achieve a high level of account satisfaction

 

Develops, updates, and maintains account profiles; provides central coordination of ongoing administrative services with other business units to ensure that account issues are avoided or resolved promptly and prevent re-occurrence; uses broad experience to make independent decisions regarding the best solution to conserve business resources and implements and communicates the appropriate activity

 

Analyzes, monitors, and executes change requests for accounts throughout the implementation phase; ensures that defined service level agreements are met; uses forward thinking to make recommendations to ensure enrollment and service solutions are put in place to meet the account's needs and expectations; maintains a database repository of enrollment/service efforts and results

 

Analyzes and completes reports as needed related to account activity; conducts proactive account audits to identify trends and document process improvements for open enrollment and ongoing administrative services

 

Partners with the integration team to coordinate the implementation of technology with internal and external customers to facilitate data exchange; establishes, consults, and implements appropriate technology for initial billing set-up and initial premium changes; partners with SBAO for ongoing billing and suspense processing

 

Partners with internal business units to address any client question or issue, whether relating to technology, account enrollment, claims, etc., are responded to and resolved in a consistent and timely fashion; acts as a liaison requiring expertise at an intermediate technical and administrative level; handles complicated or unique service issues and ensures that the results meet the business need; escalates more complex issues to senior employee or management

 

Stays abreast of industry best practices through competitive intelligence, and industry periodicals; drives the overall customer experience for accounts serviced; proactively identifies new service requirements in response to account administration issues; maintains contact with accounts to ensure quality service, facilitating surveys if needed; provides insight to help shape the account's service needs as they evolve

 

Travels to accounts as determined by the account service strategy and as needed to ensure the delivery of the distinctive, superior, responsive, and consistent service experience (travel is generally less than 35%)

 

Performs other duties as required

Job Details

Date Posted November 10, 2019
Date Closes December 10, 2019
Requisition 50955132
Located In Columbia, SC
SOC Category 00-0000.00
Location