Partner Account Executive (Full Time)

Location: Fargo

 

POSITION OVERVIEW

The Client Manager is the dedicated resource for partners utilizing our services for the administration of COBRA or Benefits. The Client Manager is committed to providing the best service for the partner while creating a profitable and lasting partnership.

ESSENTIAL FUNCTIONS

  • Maintain positive relationships with the partner and serves as the point of contact
    • Educate all involved on product design and operations of the accounts
    • Evaluate the partner’s satisfaction with the product offering
    • Resolve any issues
    • Document all complaints and responses to the complaint
    • Respond to all requests made within 24 hours
    • Monitor technical services requests for the partner to determine trends and develop a plan to correct
    • Report statistics on a quarterly basis that help identify and drive change towards positive/efficient behaviors
  • Communicate and educate on internal processes
    • Processing Timelines
    • CDEX Files
    • Fees
    • Funding & Bank Reconciliation
    • Renewal Process
    • Account Management Process
    • Software Functionality
    • Consumer and Employer Portals
    • OnBase
    • Claims
  • Compliance and Regulatory knowledge of the product offerings
    • Provide information and documentation to the partner to ensure that they are in compliance with the IRS guidelines
  • Work with other departments to ensure a positive customer experience
    • Create efficiencies and improving processes for partners
    • Assist with creating special processes by working with other departments
    • Communicate to all appropriate team members regarding plan differences
    • Manage and update the department Business Rules document
  • Ensure privacy according to HIPAA
  • Work on special projects as assigned
    • Assist department manager with special projects
    • Develop and update administrative procedures as needed
    • Review and update administrative forms as needed

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

  • Customer service experience and benefit experience typically acquired in 3-4 years.
  • Computer proficiency required.
  • Must have excellent customer service skills.
  • Excellent verbal and written communication skills
  • Excellent presentation skills
  • Excellent organizational skills
  • Excellent analytical skills
  • Innovative
  • Meets daily deadlines consistently
  • Must take initiative in jobs performed; seek solutions and answers to problems
  • Flexibility/ adaptability