Account Management Associate III

Description:
Contributes to the implementation of account strategy by performing tasks including collaborating with peers across teams to support data collection and assisting with team communications with customers, consultants, brokers, and/or channel partners. Thinks creatively to resolve customer questions and concerns. Leverages working knowledge of account activities, including plan execution, systems and administration, negotiations, presentations, rate, and product/benefits when communicating with customers. Participates in communities of practice to share best practices and support the development of peers. Supports KP sales and retention goals by reviewing progress on key performance indicators (KPIs) and maintaining the customer relationship management (CRM) platform.

• Pursues effective peer relationships within and across teams to obtain and share resources and information. Listens to, addresses, and seeks performance feedback; acts as an informal resource for less experienced team members. Actively seeks new relevant knowledge and skills based on strengths and weaknesses; reviews others work to help others learn. Adapts to change, challenges, and feedback with minimal guidance; demonstrates flexibility in work. Assesses and responds to the needs of others to support completion of work tasks.


• Follows instructions to complete routine and non-routine work assignments with limited supervision. Collaborates with others to recommend appropriate solutions for routine and non-routine issues; escalates complex issues; communicates progress and information. Supports the completion of priorities, deadlines, and expectations. Identifies and speaks up for ways to address improvement opportunities within ones team.


• Supports a positive customer experience and market turnaround expectations by: building and maintaining administrative relationships with customers, consultants, brokers, and/or channels by working with cross-team peers to provide and obtain basic information to support contract, benefit/service, and renewal activities; identifying the most appropriate action to address and resolve routine and some non-routine customer, consultant, broker, and/or channel partner questions and concerns; completing moderately complex tasks with a limited degree of supervision to support Request for Renewal (RFR) responses and engagement strategies; partnering with engagement team/specialist to coordinate engagement programs (e.g., open enrollment) with limited supervision; and providing accurate information including working knowledge of products, benefits/services offerings, and pricing models when assisting customers, consultants, brokers, and/or channels.


• Supports internal and external communication by: communicating with cross-team peers to provide and obtain basic information to support the development of account strategy; communicating with cross-team peers to advance the process of meeting deadlines and objectives; supporting communications with customer channels with working knowledge of health benefits/services strategy and offering and resolving external concerns; and participating in community of practice sessions including serving as a subject matter expert, sharing best practices, and/or supporting managers in coaching team members.