Contact:
Human Resources
8801 Indian Hills Drive
Omaha, NE 68114
Phone: www.lfg.com/careers
Service Account Manager Group Insurance
Lincoln Financial Group
Lincoln Financial Group
Service Account Management - Client Services
3 Positions Available
Work at 8801 Indian Hills Drive
Work in Omaha, Nebraska
Start asap
40 hours per week
8:00am
to
5:00pm
-
Monday - Friday Free on-site Parking, fitness center
Equal Opportunity Employer
Service Account Manager Group Insurance
Position Description
Job Summary:
Manages inforce service to group administrators,brokers, Regional Vice Presidents, Regional Group Managers and Sales Representatives on the non-national account block of business at LFG. Proficient on all administrative systems and processes including but not limited to contract provisions, eligibility requirements, state laws, claims processes, commissions processes, broker of record change processes, new case issue and implementation processes, amendments and premium payment and collections. Acts as touchpoint between home office departments and the customer for issue resolution. Assures the correct action plan is developed, including solving current issue, follow-up and pro-active service. Responsible for completing monthly value added calls such as: Past Due, Pre-Renewal, Service Handshake, New Group Administration and Web Education. Communicates with the customer for all other areas of the company. Maintain quarterly service calls with Regional Group Offices and other departments. Maintains technical skills of current systems and processes and procedures of all departments in the company. Travels as requested and presents and sells the LFG service model to brokers and groups in partnership with the sales force.
Essential Job Functions:
- Develops customized action plans and manages all complex details to plan; leads all service recovery communication.
- Follow through and ensure that questions are resolved as discussed with brokers, policyholders sales representatives and internal departments.
- Is the voice of the customer internally and the voice of LFG externally
- Explain policy adjustments to clients and communicate changes in products to field offices and broker network.
- Develop and conduct educational forums on varies topics for groups and brokers
- Provide excellent service recovery, to include turning complaint/error situations into an advantage, delivering service from a total need and client level, striving to meet customer expectations with accurate and complete information, and using every service contact as an opportunity to conserve and/or expand business.
- Maintain customer relations and conserve profitable business by resolving challenges presented by dissatisfied customers. Document, review and analyze broker and policyowner complaints.
- Manage customer expectations and balance with homeoffice turnaround times
- Must be able to communicate clearly.
- Partnering with other areas within the company to coordinate efforts to resolve issues.
- Provide feedback to other areas in the company when needed.
- Maintain strong technical skills of all areas in the company. Must know the ins and outs of processes and procedures of each area to develop strong action plan.
- Must be flexible and understanding to the customer requests yet manage company risk
- Must be able to think outside of the box for solutions.
- Must be able to sell a ‘no’. Purdent risk management yet high customer touch
- Help Increase sales through customer satisfaction and building customer loyalty.
- Maintain positive attitude. Optimism
- Must be able to work as an Individual and Team player.
- Take a leadership role in company projects and normal day to day work routines.
- Delegating non-complex service issues received via email/phone to other service team members for handling while maintaining 100% accountable that it is completed.
- Responsible for completing value added calls such as: Past Due, Pre-Renewal, Service Handshake, New Group Administration and Web.
- Must document 100% of all interactions.
- Must be able to build a power point presentation and present to current and potential customers
- Must be able to travel to field offices as requested
- Must be able to be a WOW tour presenter, lead a benefit fair and participate in field representative training
- College degree or equivalent work experience.
- Three to five years of experience in insurance industry and/or service industry.
- Requires multiple automated system skills, telephony, and client management skills.
- Ability to work under pressure to handle multiple issues and call volumes, problem-solve independently, and to meet deadlines.
- Ability to prioritize and organize multiple tasks.
- Effective at handling conflict.
- Excellent oral and written communication skills including email, phone and face to face interactions.
- Travel to visit with regional group offices, brokers and/or groups.
- Regular and predictable attendance is required.
- Proficient in Microsoft Word and Excel
Service Account Manager Group Insurance
This position has been listed under the following classifications:
[Benefits ]
[Compliance ]
[Management ]