Account Manager - Employee Engagement

Job Summary:

The Account Manager is one of the primary business contacts for Clients and is responsible for possessing and applying knowledge of industry trends and related regulations while servicing Clients' accounts in an innovative and efficient manner. This position shall also develop and maintain favorable internal and external relationships, with the end goal of providing the highest level of customer service by meeting or exceeding industry standards.

ESSENTIAL DUTIES

Oversees the servicing of clients that are receiving support from the Benefits Engagement Practice.

Manages implementation of new clients and ensure execution of quality assurance procedures. Helps implement a variety of services provided by the Benefits Engagement Practice for new and existing clients.

Facilitates coordination of client onboarding between client, service team and the Benefits Engagement Practice to ensure successful program launch. Manage client and service team relationships.

Coordinates and facilitate benefits and HRIS systems training for benefit counselor team.

Supports members of the Benefit Engagement Practice with developing and following structures and procedures that ensure the meeting of strict timelines and key deliverables.

Helps track, maintain, and identify key client satisfaction measurements when using the Benefits Engagement Practice.

Works in call center software system to build and manage call center queues.

Collaborates with communications team to ensure strong communication campaign.

Establishes strong working relationship with account teams by supporting client goals and strategies, especially when client goals are supported by benefits engagement strategies.

Build training resource files and references for counselor team leads and counselor team.

Provides technical and administrative support for account teams and other members of the Benefits Engagement Practice through a variety of technology solutions.

Develops proficiency with key benefit administration platforms and communication systems.

Helps clients with issues and escalations surrounding benefit coverages, enrollment options, and call center interactions.

Establishes, develops, and maintains relationships with Clients, carriers, and vendors.

Proactive in communication, conflict management and managing program timelines.

Recommends potential enhancements or improvements to processes, products and /or policies.

Fosters an environment of learning, innovation, motivating others, intelligent risk-taking, knowledge sharing and commitment to Lockton's vision and strategy.

Demonstrates self-awareness; quickly integrates new learning for business and personal effectiveness.

Performs other responsibilities and duties as needed.

Requirements:

COMPETENCIES

Time Management & Organization: Uses a range of skills, tools, and techniques to manage time when accomplishing specific tasks, projects, and goals; this includes planning, allocating, setting goals, delegation, analysis of time spent, monitoring, organizing, scheduling, and prioritizing.

Professionalism: Conducts oneself in a polite and respectful manner and demonstrates good judgment when dealing with internal and external clients.

Client Focus: Practices Lockton's motto: "We Live Service," while serving clients' needs, nurturing effective client relationships, and contributing to the overall success and satisfaction of Lockton.

Reliability: Completes tasks and job functions on time, while meeting or exceeding expectations; carries a trusted reputation for dependability, honesty, consistency, and commitment.

Communication: Expresses ideas clearly, listens effectively, shares information appropriately, demonstrates interpersonal skills, and resolves conflict as needed.

Industry Knowledge: Stays current on issues impacting the industry by maintaining expertise in functional area.

Critical Thinking and Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions.

QUALIFICATIONS

Bachelor's degree in a business-related program preferred or equivalent education and/or experience.

3-5 years of Client services experience preferred.

Strong knowledge in Microsoft Office Suite (Word, Outlook, Excel, and PowerPoint).

Strong verbal and interpersonal communication skill

Demonstrates strong working knowledge and experience within brokerage industry.

Understand industry trends and governmental regulations.

Ability to complete continuing education requirement as needed.

Ability to attend company, department, and team meetings as required, including industry training sessions.

Ability to comply with all company policies and procedures, proactively protecting confidentiality of client and company information.

Ability to comply with all company policies and procedures, proactively protecting confidentiality of client and company information.

Ability to efficiently organize work and manage time to meet deadlines.

Ability to travel by automobile and aircraft.

Ability to work on a computer for a prolonged amount of time.

Ability to work outside of normal business hours as needed.

Legally able to work in the United States.