Account Manager, Employee Benefits – Job Description

Position Summary

The Employee Benefits Account Manager is responsible for delivering exceptional service and operational support to Employee Benefits clients. Working in partnership with the Benefits Team Leader and broader service team, this role serves as a trusted day-to-day resource for clients by managing service requests, coordinating carrier activities, supporting renewals, and ensuring accurate administration of employee benefit programs. The role reports to the Director of Employee Benefits and collaborates closely with Producers, carriers, and internal business partners. This position is primarily operational and client-facing, with responsibility for maintaining service excellence and supporting growth through proactive account management.

Key Responsibilities

Functional Leadership & Ownership

·         Serve as the primary day-to-day contact for an assigned Employee Benefits book of business.

·         Build trusted relationships with clients, benefits administrators, carriers, Producers, and internal stakeholders.

·         Research and resolve client service issues while coordinating timely solutions.

·         Escalate complex service matters appropriately and maintain confidentiality of client information.

·         Direct implementation, enrollment, and communication processes.

Hands-On Execution & Delivery

·         Coordinate billing, eligibility, enrollment, claims, and carrier-related activities.

·         Support implementation of new benefit plans, carrier transitions, and coverage changes.

·         Maintain complete and accurate account documentation within the agency management system.

·         Ensure adherence to Errors & Omissions requirements and record retention standards.

Reporting, Quality & Operational Support

·         Maintain accurate client records and account information.

·         Plan and prioritize workload to meet service standards and renewal timelines.

·         Prepare and proof employee communication materials including benefit guides, brochures, and flyers.

·         Review contracts and benefit materials for accuracy and coordinate corrections.

Cross-Functional Partnership & Integration

·         Partner with Producers, carriers, and internal teams to coordinate service delivery.

·         Participate in renewal strategy meetings and implementation activities.

·         Support clients with Schedule A requests, Form 5500 preparation, and required benefit communications.

·         Prepare and facilitate open enrollment meetings and employee education sessions.

Growth, Change & Special Initiatives

·         Support new client onboarding and benefit program changes.

·         Assist with carrier transitions and evolving compliance requirements.

·         Contribute to scalable service processes that improve client experience.

Process Improvement & Best Practices

·         Track compliance requirements including PCORI, RxDC, Medicare Part D notices, WRAP, POP, ERISA, and annual notices.

·         Identify opportunities to improve workflows and service efficiency.

·         Maintain current knowledge of employee benefits trends and best practices.

Center of Excellence (COE) Contribution

·         Contribute employee benefits expertise and service best practices across the organization.

·         Support development of documentation, communication materials, and repeatable service processes.

·         Partner with peers and leadership to ensure consistent client experience and compliance support.

Accountability

·         Deliver exceptional client service and timely resolution of client requests.

·         Maintain quality, accuracy, and compliance across all assigned accounts.

·         Support successful renewals, implementations, and enrollment activities.

·         Build collaborative relationships with clients, carriers, and internal partners.

·         Demonstrate ownership, professional judgment, and effective prioritization.

Qualifications

Required

·         2+ years of experience in Employee Benefits account management, insurance, risk management, client service, or financial services.

·         Active 2-15 Life and Health License.

·         Experience supporting medical, dental, vision, life, disability, voluntary benefits, and compliance activities.

·         Strong organizational, analytical, and problem-solving skills.

·         Proficiency in Microsoft Excel, including formulas and data organization.

·         Strong written and verbal communication skills.

·         Ability to work independently and collaboratively.

Preferred

·         Experience with agency management systems, CRM platforms, or benefits administration systems.

·         Prior experience supporting employee benefits, insurance, or brokerage teams.

Key Competencies

·         Client Service Excellence

·         Ownership & Accountability

·         Relationship Building & Collaboration

·         Analytical Thinking & Problem Solving

·         Organization & Time Management

·         Attention to Detail

·         Change Agility & Adaptability

·         Confidentiality & Professionalism