Account Manager - EB General Agency

SUMMARY 

Responsible for serving as the primary operational liaison between company, independent insurance producers, employer groups, and carrier partners. Provides consultative support throughout the customer lifecycle including new business development, implementation, enrollment, ongoing service, renewals, and carrier administration. Acts as an extension of the General Agency and carrier service teams by delivering operational support, resolving service issues, coordinating implementations, educating producers, employers and employees, and supporting the growth and retention of General Agency business.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Builds and maintains trusted relationships with assigned brokers, agencies, carrier partners, and employer groups to promote retention, growth, and exceptional service.

Serves as the primary day-to-day General Agency contact for assigned producers and carrier partners.

Supports producer-led new business efforts including quoting, plan recommendations, proposal preparation, RFP responses, and quote-to-card coordination.

Reviews and scrubs new business submissions for completeness and accuracy prior to carrier submission.

Coordinates new group implementations, installation activities, enrollment timelines, and carrier onboarding requirements.

Conducts or participates in employer implementation meetings, employee education meetings, benefit presentations, and open enrollment meetings in partnership with producers and carrier representatives.

Facilitates renewal activities including proposal preparation, alternative plan options, plan design changes, and renewal strategy discussions.

Provides first-line operational support by researching and resolving eligibility, billing, claims, pharmacy, ID card, provider directory, plan change, member add/termination, reinstatement, ancillary product, and other service-related issues using carrier service platforms whenever possible.

Assists producers and employer groups with carrier portals, eServices, Employee Navigator, connectivity, and other enrollment or technology platforms.

Coordinates resolution of complex service issues and appropriately escalates matters that cannot be resolved through established carrier resources.

Maintains working knowledge of carrier products, underwriting guidelines, administrative procedures, technology platforms, and regulatory requirements affecting General Agency operations.

Supports producer education by delivering training on carrier products, processes, enrollment tools, and General Agency resources.

Collaborates with carrier sales and service teams to implement new products, initiatives, and strategic growth opportunities.

Maintains accurate documentation and utilizes agency management systems and other technology platforms to support operational excellence.

Exercises sound judgment in balancing producer advocacy with carrier requirements while ensuring a high-quality customer experience.

Performs all duties in accordance with all company policies and procedures, and all federal, state and local laws, wherein the Company operates.

Performs other duties as assigned.


QUALIFICATIONS
EDUCATION / EXPERIENCE

Bachelor's Degree or equivalent combination of education and experience

Five (5) or more years related work experience  

Valid Insurance License

Must continue to meet Continuing Education requirements for license renewal


SKILLS

Excellent verbal and written communication and presentation skills

Ability to conduct producer, employer and employee meetings

Excellent customer service skills

Good analytical, problem solving and time management skills

Ability to be organized and to prioritize work for multiple projects and deadlines

Proficient in Microsoft Office Suite, agency management systems, carrier portals and enrollment technology



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