Wellmark Blue Cross and Blue Shield · 13 hours ago
Sr Account Service Representative
Des Moines, IA
Full-time
Onsite
Mid, Senior Level
4+ years expWellmark Blue Cross and Blue Shield is a mutual insurance company focused on the well-being of its members. The Sr. Account Service Representative will support renewal and retention activities, provide education to agents, and collaborate with business partners to meet customer needs.
Financial ServicesHealth InsuranceInsurancePersonal Health
No H1B
Responsibilities
Support renewal and retention activities under minimal supervision for one of our Large Group Account Management teams
Researching, resolving, and providing prompt, courteous, and accurate responses to agents via phone, written correspondence, or email
Serve as an advocate on behalf of Wellmark by providing education regarding products and services to our agents
Support the coordination and facilitation of agent meetings
Collaborate with business partners (Operations, Underwriting, etc.) to evaluate the needs and requests of our customers
Gaining a deep understanding of how benefits work
Researching information
Thinking critically to resolve questions
Achieving customer/client satisfaction in a dynamic work environment
Partnering with Account Managers to support diverse blocks of business
Proactively keep things running smoothly
Enjoying the art of presenting
Providing education to the intended audience
Positioning Wellmark as a leader in the industry
Assist in the development and management of relationships with customers and consultants
Maintain relationships with assigned customers, agents, and/or consultants through effective communication, customer service, agent training, and personal interaction during meetings, lunches, or other specified events
Keep Account Managers and leader informed of customer interactions and status updates
Understand the customer’s true needs by way of consultation, research and resolution of specific and escalated inquiries
Reinforce with business stakeholders the customer experience
Prepare and submit required group-specific paperwork for new or renewal business
Collaborate and serve as a subject matter expert for customers/agents products, services, processes and value proposition
Provide integral review of Summary Plan Descriptions (SPDs), Coverage Manuals, Summaries of Benefits and Coverage (SBCs), Group Implementation Guides, and other documents for the customer
Document relevant account and/or agent information and activities in CRM in a timely manner
Serve as the customer/account advocate elevating ideas and concerns to leadership
Participate in process improvement initiatives and projects to represent the sales staff and the voice of the customer or agent
Proactively identify opportunities to improve workflow procedures and coordinate the efforts of system support
Assist with developing and updating standard departmental procedures
Organize and participate in various initiatives, including agent/consultant training, internal meetings, group employee meetings, pre-renewal group meetings, employer forums, and benefit fairs
Participate in and support new and renewal group transition and implementation activities
Facilitate group enrollment meetings and assistance in completion of RFPs
Including verification and quality assurance of group paperwork
Collaboration with Underwriting, Benefit Implementation Team, Group Enrollment and Membership and Legal
May be required to assist in analyzing group options relevant to rate issues and other considerations
Other duties as assigned
Qualification
Required
Associate's Degree or direct and applicable work experience
4+ years of experience in customer/client support or related roles with increasing levels of accountability, such as support of key accounts, clients, or lines of business, and proven track record of success
1+ year of office administration experience (e.g., review/submittal of paperwork, RFP/document preparation, meeting coordination, etc.) from within insurance, financial services, or similar corporate environment
Strong interpersonal and relationship management skills with ability to develop deep understanding of customers' and stakeholders' needs, ask meaningful questions, and provide guidance or recommendations based on subject matter expertise. Must be able to ensure client satisfaction
Strong written and verbal communication skills, including the ability to facilitate presentations. Must be able to effectively communicate to varying audiences
Ability to produce results while maintaining a commitment to accuracy, attention to detail, prioritization, and time management. Willingness to exercise flexibility while working in a team environment
Proficiency with Microsoft Office applications, such as Word, Excel, or Outlook
Valid Driver's License with limited travel 20-30%
Life & Health insurance license, or the ability to successfully obtain license within 2 months
Company
Wellmark Blue Cross and Blue Shield
Wellmark Blue Cross and Blue Shield and its subsidiaries provide health coverage to more than 2 million members in Iowa and South Dakota.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
John Forsyth
Chief Executive Officer
Andrew Neller
Deputy Chief Information Security Officer
Recent News
2022-02-18
Company data provided by crunchbase