Manager, Account Management

Company: National General Insurance
Location: Milwaukee
Posted on: January 12, 2021

Job Description:

Primary Purpose:Oversees day to day functions of the Account Managers to ensure retention goals are met and customer service escalations are resolved.Essential Duties and Responsibilities:Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.* Oversee monthly renewal process and monitor proactive outreach strategy to exceed expected retention metrics* Train, mentor and support the development of Account Managers* Drive service excellence in support of sales, agents and employers. Proactively support, supervise and oversee team to ensure service levels are maintained with accuracy and high level of service quality* Provide escalation support for the Account Managers and Sales Team on issues of service and renewals in a timely manner, act as a liaison to the management of operational areas to ensure efficient, effective resolution and provide proactive consultation related to service opportunities* Translate strategies into clear, actionable objectives and drive implementation of initiatives* Monitor and track service volumes and retention progress and communicate key milestones to appropriate internal partners* Develop and maintain training materials, processes and workflows for all service and renewal activities* Coordinate regularly with Director of Account Management to discuss strategy, review service levels and retention efforts, and staffing* Educate new hires and ensures appropriate training is provided and mentors them in areas of developmental needMinimum Skills and Competencies:The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.* Bachelor's Degree or in-lieu of degree equivalent education, training and work-related experience* 5+ years of customer service experience* Experience in health care insurance and strong knowledge of terminology* Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)* Health and Life license or ability to acquire within 60 days of hireDesired Skills:* 2+ years of experience in Customer Service or related field* Must possess effective verbal and written communication skills* Demonstrates leadership skills in team environment, problem solving, decision making, and conflict resolution* Knowledge of Self-Funded or Group Health Insurance* Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines* Account Management experience

Keywords: National General Insurance, Milwaukee , Manager, Account Management, Executive , Milwaukee, Wisconsin