Account Specialist

About the role

Join us for an exciting career with the leading provider of supplemental benefits! O ur Promise Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards. The Account Specialist is responsible for supporting assigned small group dental and vision accounts through proactive client service, renewal coordination, issue resolution, and ongoing account management activities. This role manages day-to-day communication with brokers and clients, coordinates with internal departments, supports retention initiatives, and assists with renewal and upsell opportunities for groups under 100 enrolled members. Communication / Client Support Communicate internally and externally to support assigned accounts and ensure timely resolution of client needs Respond to phone calls, emails, and client inquiries Participate in client presentations and meetings (in person and via Teams) Monitor assigned inboxes and requests through completion Serve as a primary point of contact for assigned accounts Inquiry Resolution Support eligibility, claims, billing, and general account inquiries Process requests for information and commission statement requests Coordinate Broker of Record change requests Partner with internal departments to resolve client issues and escalations Billing & Enrollment Support Provide invoice copies and assist with billing-related questions Support enrollment inquiries and enrollment clarification requests Coordinate with Eligibility and other internal departments to ensure accuracy of member information Assist with open enrollment materials and scheduling requests Renewal & Retention Management Manage assigned renewal block for groups under 100 enrolled members Review upcoming renewals and proactively engage brokers and clients prior to contract expiration Conduct scheduled renewal outreach and account check-ins throughout the policy lifecycle Coordinate renewal discussions, benefit reviews, and plan option presentations with internal departments and sales partners as needed Identify retention and upsell opportunities based on client utilization, benefit usage, and market conditions Assist with implementation of renewal changes and approved plan modifications Maintain ongoing broker and client communication throughout the renewal process Monitor market trends and competitive conditions impacting renewal strategy Escalate renewal risks, client concerns, and retention challenges appropriately Maintain accurate renewal tracking, documentation, and follow-up activities Administrative / Operational Support Maintain accurate records and update client profiles Support account reviews, implementation activities, and internal projects Assist with custom reporting and market turnaround requests Support product, benefit, and pricing communications Handle escalated issues within assigned block of business Time management and prioritization Attention to detail and accuracy Problem-solving and critical thinking Organization and multitasking Customer service orientation Cross-functional collaboration Verbal and written communication skills Ability to manage competing priorities in a fast-paced environment Decision-making within established guidelines Adaptability to changing business needs Ability to learn and apply products, benefits, systems, and processes Ability to work independently with moderate supervision Ability to manage multiple accounts and communication channels simultaneously Professionalism in client interactions and escalated situations Behavioral: Collegiality: building strong relationships on company-wide, approachable, and helpful, ability to mentor and support team growth. Initiative: readiness to lead or take action to achieve goals. Communicative: ability to relay issues, concepts, and ideas to others easily orally and in writing. Member-focused: going above and beyond to make our members feel seen, valued, and appreciated. Detail-oriented and thorough: managing and completing details of assignments without too much oversight. Flexible and responsive: managing new demands, changes, and situations. Critical Thinking: effectively troubleshoot complex issues, problem solve and multi-task. Integrity & responsibility: acting with a clear sense of ownership for actions, decisions and to keep information confidential when required. Collaborative: ability to represent your own interests while being fair to those representing other or competing ideas in search of a workable solution for all parties. Minimum Qualifications: 2+ years of Account Management, Customer Service, or Sales or similar job function in an insurance industry related environment. Experience in Managed Care and/or healthcare account management preferred. Health and Life producer license required Regional travel required up to 30% throughout the year. Enhanced travel demands in Q4 are ess