Job Description

Responsibilities

Reporting to the Director, Client Services, the Account Manager (AM) is responsible for the management, relationship and retention of an assigned multi-million dollar national account portfolio with a primary focus on key accounts. The AM is the primary point of contact between the client and the company building and developing long term relationships with clients, optimizing strategic initiatives and ensuring retention. The AM serves to understand the clients’ needs and creates strategic plans on how to meet those needs. The AM is also responsible for the delivery of unparalleled service needs for new and existing clients. In addition, the AM is responsible for face-to-face client visits based on the client status. The AM must follow a comprehensive service program to ensure that all ClaimSecure clients are serviced consistently and in a professional manner. In addition, the AM will be responsible for analyzing, researching and taking the initiative to handle escalated queries. Proactively collaborate with internal business partners to deliver a positive and lasting client experience. The AM must be highly motivated and energetic, building solid relationships ensuring a high level of client satisfaction and maximizing customer loyalty Principal Responsibilities:

• Managing and responding to escalated client concerns in an efficient and timely fashion.
• Managing expectations by presenting solutions and overcoming objections to keep business on the books.
• Acting as a liaison between our company’s Operations Centre and clients – whereby leading the resolution process.
• Continuously learning and building knowledge of internal operations to efficiently handle escalated service issues.
• Presenting new products and services to clients as well as conduct training sessions as required.
• Maintain up-to-date knowledge and understanding of company products and services.
• Implement new business which includes the comprehension of and completion of our company’s Master Application.
• Face to face client meetings (overnight travel may apply).
• Treating clients as partners whereby building opportunities, innovation and value together, thus becoming linked to each other’s future.
• Attending client events and actively building relationships.
• Meeting deadlines, fulfilling commitments and setting expectations
• Project involvement as assigned.
• Utilizing expertise to review RFP’s received from consulting houses.
• Participation in finalist presentations as assigned.

Knowledge, skills and experience:

• University Degree or College Diploma preferred.
• Strong PC skills in standard applications i.e. Microsoft Word, Excel, PowerPoint, Outlook.
• Valid driver’s license and vehicle, willingness and availability for travel, including national air travel. Minimum 2 years’ experience in a customer service capacity, preferably in the healthcare, pay-direct drug or group insurance industry.
• Experience managing large accounts and client relationships.
• Knowledge of group prescription Drug and Dental programs as well as other benefits that comprise a Group Benefit Program, i.e. Extended Health Care, Vision Care, Out of Country coverage.
• Knowledge of contact management software (Sales Force) would be an asset.
• Strong leadership skills with ability to think and plan strategically.
• Strong desire for achieving excellence through relationships and customer satisfaction.
• Proven effectiveness in time management skills with the ability to prioritize, multi-task and work under shifting deadlines in a fast paced environment.
• Excellent listening, verbal and written communication skills along with strong presentations skills.
• Detailed oriented with respect to documentation and communication with a high level of quality.
• Strong organizational skills and process orientation.
• Strong interpersonal and negotiating skills with a positive attitude.
• Ability to think conceptually and creatively, to think outside the box to come up with innovative solutions for opportunities.
• Excellent problem solving skills and conflict resolution skills.
• Strong customer focus and professional acumen.
• Ability to deliver through impact and influence.
• Dedicated team member with the ability to take initiative as well as work independently.
• Self-starter who is proactive and capable of working with minimal supervision.
• Must have a proven track record for attendance, punctuality and reliability.
• Ability to function effectively in a fast-paced, deadline driven environment with the ability to do what it takes to get the job done.

Job Types: Full-time, Permanent Salary: $65,000.00-$70,000.00 per year Additional pay:

• Bonus pay

Benefits:

• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Flextime
• Life insurance
• Paid time off
• Profit sharing
• RRSP match
• Vision care
• Wellness program
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Experience:

• Customer relationship management: 2 years (preferred)
• Group Benefits: 1 year (preferred)

Benefits