Client Experience Account Executive

Salary Range: $85,000 - $110,000.

Purpose of Position: Support retention and growth of business of assigned agency partners by providing quoting, Open Enrollment assistance, and consultative support. Act as an extension of the assigned agency to drive new business opportunities for Word & Brown

Essential Functions:

Renewal Retention:

• Build and maintain strong, professional relationships with group contacts to support renewals and maximize retention.
• Collaborate with Sales and Client Experience teams to provide timely, high-quality support tailored to each group's unique needs.
• Maintain up-to-date knowledge of carrier partners, networks, plans, and benefits across applicable regions.
• Monitor market trends and carrier updates to ensure competitive positioning and informed client recommendations.
• Prepare and deliver market quotes, offering strategic recommendations to support each group's renewal objectives.
• Coordinate with carriers to address unique renewal needs, such as aligning effective dates, adding lines of coverage, or transitioning carriers.
• Propose creative strategies to convert non-W&B groups into active W&B clients.
• Enhance group benefits by identifying opportunities to add complementary lines of coverage.
• Demonstrate a working knowledge of online enrollment platforms and how to access relevant information during Open Enrollment.

Inbox Management:

• Manage multiple shared inboxes for agency partners
• Communicate directly with group administrators, employees, and brokers, delivering a high level of professional and timely service
• Create support tickets as needed based on incoming requests
• Handle ticket types, including, but not limited to: provider and prescription (RX) searches, claim inquiries, processing eligibility and policy changes, conducting research, and assisting with online enrollment platforms
• Assess each ticket and determine appropriate assignment (self or team queue) to ensure efficient resolution

Agency/Client Engagement:

• Partner with Sales and Client Experience teams to support agency training, ongoing communication, and participation in assigned agency events.
• Contribute to a seamless renewal process to enhance client satisfaction and drive positive feedback on post-Open Enrollment surveys.
• Ensure timely and clear communication on renewal and Open Enrollment requests, working proactively to minimize escalations.
• Collaborate with Client Experience management to deliver training and educational initiatives that enhance internal and external knowledge.
• Build and maintain strong vendor partnerships in alignment with Sales and Service objectives to ensure consistent, high-quality client support.

Salesforce:

• Keep all information accurate and up to date in Salesforce, including renewal status, important notes, and telephone conversations, as well as tagging email correspondences

Office Administration:

• Ensure company payroll guidelines are followed in reference to timesheets and PTO
• Additional projects as needed
• Follow security protocols to ensure all data is secured and HIPAA compliant

Miscellaneous:

• Develop and maintain collaborative working relationships with internal contacts, including underwriting, sales, compliance, and finance
• Collaborate with leadership on development and updates on Standard Operating Procedures (SOPs)
• Assist in projects needed to maintain information on online enrollment vendors, including, but not limited to, rate/document library update
• Respond to inquiries from clients professionally and within assigned timeframes
• Report any ticketing errors or escalations promptly to management
• Support training needs for new team members as requested by leadership
• On-site or remote regular attendance and punctuality are essential functions of the job
• Perform other business tasks or functions as assigned.

Knowledge, Skills & Abilities Required:

• Must speak fluent English and communicate effectively
• Five plus (5+) years of experience with group insurance preferred
• Two plus (2+) years of health insurance quoting and sales experience preferred
• Must have strong people skills, strong phone skills, and the ability to prioritize
• Must be detail-oriented and able to work independently in a fast-paced environment with constantly changing parameters

Educational Requirements:

• High School Diploma or equivalent required
• College degree preferred
• Health Insurance License required (CA)
• Industry designations preferred, but not required

Physical Requirements: Must be able to sit for extended periods of time and occasional standing and walking. Must have adequate hearing for phone work. Vision requirements include close vision and the ability to adjust focus. Must be able to communicate effectively in English. Must be able to use a keyboard and other office equipment. Ability to lift up to 10 pounds occasionally.