Business Solutions Implementation Account Manager

Job Summary:
Under direct supervision, the Business Solutions Implementation Account Manager is responsible for the ongoing management and maintenance of the cases sold by Top Brokers and cases implemented by the Top Broker Implementation Team. This position is accountable for broker, associate, and customer satisfaction and quality execution of stated tasks throughout the process.

Responsibilities:

The Business Solutions Implementation Account Manager will have the ability to communicate effectively, collaborate with internal and external contacts, meet deadlines, organization and time management, and the ability to maintain autonomy while working on projects and duties.

Performance Outcomes

Performance Outcome: Administrative Account Management
Maintain account data in system
Process electronic enrollment files and resolve discrepancies
Process Broker of Record change requests
Oversee suspense reporting and past due research
Review enrollment, payment history, and billing invoices to support brokers and customers
Review various reports to ensure group accounts are up to date and in good standing
Manage workflow of tasks received via Implementation Team shared email box
Provide support to internal departments regarding group inquiries
Assist with client projects
Performance Outcome: Customer Support
Understand customer demands and expectations and respond in a timely manner, addressing challenges or concerns the broker or customer may have
Lead internal and external meetings
Answer incoming calls, make outgoing calls to investigate and correct errors
Work on special projects as assigned
Education, Knowledge, and Experience

High school diploma (GED equivalent), Required
College degree or industry experience, Preferred
1-3 years prior experience working in customer service, Preferred
Experienced in Word, Excel, and PowerPoint
Excellent written and verbal communication
Excellent listening skills
Adaptable and organized with ability to build rapport with customers
Able to handle multiple deadlines, while working independently and maintaining a high degree of attention to detail, organization, accuracy, and sense of urgency.
Requires an individual with a positive professional attitude who can work as a part of a team or individually.
Critical thinking and problem-solving skills
Proactive approach with a passion for service and an ability to thrive in a fast-paced, results driven environment
Able to quickly adapt to change

FLSA Status

This is a non-exempt position.

Physical Requirements/ Work Environment

The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The duties of this position are performed in a professional office environment. Employee routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms. The employee is frequently required to sit, stand, talk and hear. Employee can work at the computer or other sedentary tasks for extended periods. Employee can conduct duties discreetly and impartially. Employee has regular and predictable attendance and punctuality with the ability to work on critical business days as deemed necessary, including some evenings and weekends to ensure all business is processed. Travel is not required for this position.

Additional Information:

Location:
Ada

Department:
9342 Business Solutions-Broker Services

Time Type:
Full time

Commitment to Equal Opportunity

PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.

If you require a reasonable accommodation to complete the application process, please contact Human Resources at: ***.