Account Service Consultant-COBRA A1550

Company Name:
Under general supervision and with some latitude for independent action and discretion, this position attends to and supervises all aspects of the customer relationship at the client level to ensure that customers are satisfied with products and services. Using knowledge and understanding of employee benefits design and administration, this position provides client support for employee benefits in COBRA and Retiree services. Additionally, this position will service small to medium level clients. The individual may be on a support team in which they support large national clients in a team environment reporting to a relationship manager
This position normally reports to a manager, relationship manager, or account service manager and works collaboratively and cross departmentally to manage client relationships, address and resolve client issues, improve internal processes, drive client retention, and support the sale and implementation of services.
1. With a proactive approach and acting as a client advocate for best practices, provides direct support to a client's administration of COBRA and Retiree services. Consults on product plans and presents ongoing solutions to issues to improve the consumers' experience. This may include working across internal organizations to resolve issues and improve internal processes that affect customer satisfaction.
1. Based on direction and targets from department leadership, works to achieve department and individual goals; assists with the coordination and oversight of workflow; and monitors progress towards achievement of goals. Takes action to re-prioritize activities when appropriate.
1. Participates in hand off meetings to ensure clients have a positive experience when moving from implementation to the account management team.
1. Oversees the initial and ongoing evaluation of client needs. Promotes continuous improvement of administrative processes and procedures related to daily benefits activities. Ensures the delivery of high quality benefits administration services and customer support to client.
1. Manages and coordinates the open enrollment process for clients. This includes overseeing or performing analysis of statistical data to provide enrollment overview. This also includes overseeing or performing various testing activities related to the enrollment process to ensure accurate end result data.
1. Provides benefits communication support for clients. This includes overseeing and/or preparing, and facilitating client/carrier meetings. This also includes oversight for and/or creating, editing and coordinating the production and distribution of client and participant benefits communication pieces.
1. Proactively collaborates with internal associates to maintain open internal communications and efficient coordination of projects.
1. Maintains an awareness and currency within the employee benefits industry and related regulatory environment. This may involve attending advanced training sessions or meetings in which information is imparted and discussed. This may also require participation with and maintenance of memberships with professional work groups; attending trainings, seminars, and other business-related conferences; and interfacing with peers. Handles or performs special projects as requested by management or clients, that are appropriate based on knowledge, position and background.
1. Provides assistance and support to other internal organizations, primarily sales, in the assessment of potential clients.
1. May assist in the training of new COBRA/Retiree Account Services Consultants, providing insight into the approach, coordination and resolution of consulting activities and benefits plan administration.
1. Supports efforts to maintain a 100% client retention and re-enrollment rate.
1. Performs other duties as assigned or apparent.
Bachelor's degree in Business Management, Human Resources or a similar field of study very strongly preferred.
The ability to obtain and maintain COBRA certifications and other certifications that are applicable to the industry within 6 months of hire is required.
An understanding of employee benefits and the ability to provide consultation, account management and administration of those plans, as normally obtained through 1 - 3 years of account management experience and at 1 - 3 years exposure to corporate benefits within an insurance or human resources environment.
Requires working knowledge of employee benefits plans including but not limited to COBRA administration and Retiree benefits. Other health plans, flexible spending accounts, health savings accounts, and commuter benefits knowledge is a plus. A basic knowledge and awareness of the related regulatory environment is also required.
Excellent verbal and written communication skills, presentation/facilitation skills are required to conduct client meetings and presentations. Additionally, demonstrated strong interpersonal skills in a team-based environment are also necessary work effectively with people of diverse backgrounds and at all organizational levels. A professional demeanor is essential.
A strong customer service orientation and skills are essential.
A moderate degree of organizational and time management skills, a strong orientation to detail as well as a high commitment to client satisfaction are required.
The ability to effectively handle multiple projects using independent judgment and discretion is essential. Excellent problem-solving and coordination skills are necessary to work across internal organizations and drive quick resolution of issues.
Good data gathering and analysis skills using reports, spreadsheets, web-based applications, and other software tools. The ability to assess and resolve simple to complex issues related to products, delivery, payroll, etc. is required. Also, an aptitude for math is required to perform analysis and testing activities as described.
The ability to maintain the confidence of sensitive information is essential.
Must have proficient skills and abilities with a personal computer and have a solid knowledge, understanding and experience with Microsoft Office Suite, specifically with Outlook, PowerPoint, Word and Excel. A through understanding and proficiency with contact management software applications and web-based applications is required.
Location: East Providence, RI
Job Code: A1560
# of Openings: 1

Don't Be Fooled

The fraudster will send a check to the victim who has accepted a job. The check can be for multiple reasons such as signing bonus, supplies, etc. The victim will be instructed to deposit the check and use the money for any of these reasons and then instructed to send the remaining funds to the fraudster. The check will bounce and the victim is left responsible.