Account Manager

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Date: Jan 27, 2021

Location: Remote, PA, US

Company: New York Life Insurance Co

A career at New York Life offers many opportunities. To be part of a growing and successful business. To reach your full potential, whatever your specialty. Above all, to make a difference in the world by helping people achieve financial security. It’s a career journey you can be proud of, and you’ll find plenty of support along the way. Our development programs range from skill-building to management training, and we value our diverse and inclusive workplace where all voices can be heard. Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and service, supported by our Foundation. It all adds up to a rewarding career at a company where doing right by our customers is part of who we are, as a mutual company without outside shareholders. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of www.NewYorkLife.com.

 

The Account Manager is a client-facing role that works in an assigned market to support the inforce select/regional market (1 – 4999 lives) book of business. The primary focus for the Account Manager is to work independently on responding to service issues and requests, educating the client/broker/consultant, and implementing or changing benefit programs and services. The Account Manager will work in conjunction with Sales and the Account Executive (U500 or O500) on ensuring profitability, persistency and growth of the book. The Account Manager is considered an expert in customer service, change management, and problem solving.                                               

Responsibilities:                                             

  • Leverages internal resources and independent judgement and discretion to resolve complex client inquiries and solve non-routine problems, which ensure client satisfaction with products and services.
  • Coordinates with Sales and the Account Executive to ensure client needs are met and potential problems are averted.                                      
  • Develops and maintains effective business partnerships to ensure service issues are managed proactively; communicated clearly, accurately and effectively with all business partners.
  • Participates in new client implementations to develop a relationship with the client and aligned consultant/broker.                                         
  • Ensures timely and accurate responses to inquiries and service requests. Manages and monitors requests within internal systems and refers changes to support team, while still maintaining oversight of delivery for timeliness and accuracy.                                              
  • Prepares and delivers web and telephonic presentations with the client to educate, train and inform on benefits, services, and self-administration tools for billing and reporting.
  • Supports Sales and Account Executive in achieving their business goals and objectives in persistency, profitability and growth.              
  • Participates in regularly scheduled feedback and information exchange sessions with key business partners. Collaborates with other Account Managers to determine, operationalize, and manage change/adoption of best practices across the book of business.                         
  • Provides support, training and mentoring of team members and other internal partners on products and services, and processes as it relates to servicing our clients.        
  • Identifies, recommends, and collaborates to make process improvements that accelerate client experience in a positive way.
  • Serves as a Subject Matter Expert for project and business development teams.

Competencies:

  • Customer Focus                                              
  • Learning and Applying Quickly                                   
  • Problem Solving                                              
  • Interpersonal Savvy                                       
  • Perseverance                                   

                                               

Technical Skills:                               

  • GBS Product Knowledge                                              
  • GBS  Systems/Processes                                             
  • Rapport building                                              
  • Effective Communication                                            

                                               

Qualifications:                                 

  • Minimum of 4 years prior customer or client service work or related experience required
  • BA/BS degree strongly preferred                                            
  • Insurance industry experience (especially group disability, life, leave) preferred                                               
  • Excellent written and verbal communication skills required                                         
  • Ability to handle high volume, complex inquiries, and high-profile client base                                     
  • Proven success operating in a fast-paced, customer service environment                                            
  • Effective presentation and training skills required                                            
  • Effective collaboration and problem-solving skills required                                          
  • Ability to multi-task, manage through conflict and use priority setting to accomplish goals required                                          
  • Strong learning agility, in order to quickly gain expertise on multiple products, services, tools, systems and processes preferred                                      
  • Excellent organizational and time management skills

EOE M/F/D/V

 

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Job Requisition ID: 83198 


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