Job Summary:Under direct supervision, the Business Solutions Implementation Account Manager is responsible for the ongoing management and maintenance of the cases sold by Top Brokers and cases implemented by the Top Broker Implementation Team. This position is accountable for broker, associate, and customer satisfaction and quality execution of stated tasks throughout the process.
Responsibilities:
The Business Solutions Implementation Account Manager will have the ability to communicate effectively, collaborate with internal and external contacts, meet deadlines, organization and time management, and the ability to maintain autonomy while working on projects and duties.
Performance Outcomes
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Performance Outcome: Administrative Account Management
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Maintain account data in system
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Process electronic enrollment files and resolve discrepancies
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Process Broker of Record change requests
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Oversee suspense reporting and past due research
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Review enrollment, payment history, and billing invoices to support brokers and customers
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Review various reports to ensure group accounts are up to date and in good standing
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Manage workflow of tasks received via Implementation Team shared email box
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Provide support to internal departments regarding group inquiries
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Assist with client projects
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Performance Outcome: Customer Support
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Understand customer demands and expectations and respond in a timely manner, addressing challenges or concerns the broker or customer may have
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Lead internal and external meetings
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Answer incoming calls, make outgoing calls to investigate and correct errors
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Work on special projects as assigned
Education, Knowledge, and Experience
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High school diploma (GED equivalent), Required
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College degree or industry experience, Preferred
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1-3 years prior experience working in customer service, Preferred
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Experienced in Word, Excel, and PowerPoint
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Excellent written and verbal communication
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Excellent listening skills
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Adaptable and organized with ability to build rapport with customers
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Able to handle multiple deadlines, while working independently and maintaining a high degree of attention to detail, organization, accuracy, and sense of urgency.
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Requires an individual with a positive professional attitude who can work as a part of a team or individually.
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Critical thinking and problem-solving skills
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Proactive approach with a passion for service and an ability to thrive in a fast-paced, results driven environment
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Able to quickly adapt to change
FLSA Status
This is a non-exempt position.
Physical Requirements/ Work Environment
The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The duties of this position are performed in a professional office environment. Employee routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms. The employee is frequently required to sit, stand, talk and hear. Employee can work at the computer or other sedentary tasks for extended periods. Employee can conduct duties discreetly and impartially. Employee has regular and predictable attendance and punctuality with the ability to work on critical business days as deemed necessary, including some evenings and weekends to ensure all business is processed. Travel is not required for this position.
Additional Information:Location:Ada
Department:9342 Business Solutions-Broker Services
Time Type:Full time
Commitment to Equal Opportunity
PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.
If you require a reasonable accommodation to complete the application process, please contact Human Resources at: [email protected].
Top Skills
What We Do
We create services that protect and empower people. Our vision is to build a better world where access to justice and security is equal for every human — regardless of gender, race, orientation, education, social status, or personal wealth. PPLSI enables everyone to pursue their life – to worry less and live more – without the fear that a legal or privacy issue might bring it all crashing down.
Our Mission
PPLSI protects and empowers people with the tools and services needed to affordably live a just and secure life.
Real Impact
PPLSI is making a difference in the lives of our members. Through affordable legal services, we recovered and saved our members over $22 million in 2020. With our privacy and identity theft protection services, we saved our members an additional $5,000,000. With more than 1.8 million family members and 100,000 small business members, PPLSI brands provide access to technology and professional experts to make life better.
Disrupting Justice
We innovate and disrupt the traditional legal system – an expensive, complicated, and time-consuming system to make legal access simple, easy and affordable.
In the same way that Uber forever changed the transportation industry, Amazon created a new way to shop for everyday goods and Netflix changed how people consume TV shows and movies; PPLSI is the disruptive force providing millions of people with access to the legal and identity protection services they deserve.
