Account Manager I - Rochester, United States - Millennium Trust Company
Description
Take the next step in your journey. At Millennium Trust Company, you will help businesses and individuals thrive today, tomorrow, and into retirement.Become part of a company that is people centric and client obsessed in every interaction; a community of forward-thinking individuals focused on driving results to deliver our mission with an unwavering commitment to integrity.
Join us as we strengthen and simplify the health and wealth journey – relentlessly pursuing better outcomes for all.
Don't meet every single requirement? Here at Millennium Trust, we believe there is no "perfect" candidate and want to encourage applying even if all the requirements listed aren't met.
Hybrid in Rochester, NY
Typical schedule for this role is Monday to Friday from 8 a.m. ET to 4:30 p.m. ET.
This position is hybrid; comes into the Rochester, NY office every Tuesday and Thursday of each week.
Job Summary/Purpose:
Exciting new position created with our transformational Customer Success RedesignThe Account Manager I position is responsible to deliver dedicated service to our value level clients and partners by forging solid, long lasting business relationships.
The Account Manager I role serves as the primary point of contact and adds customer value by responding to the client/partner needs and ensuring customer satisfaction by providing support and assistance with issue resolution, navigating and collaborating internally as needed to deliver a timely result.
Essential Job Duties and Responsibilities:
Deliver service to clients and partners leveraging knowledge of Consumer Directed Benefits, COBRA, and Direct Billing administration
Provide onboarding support for new clients to ensure a positive "Go Live" experience
Serve as a liaison and coordinate internally to drive resolution for clients and partners
Represent the voice of the customer by advocating for system enhancements, process change and product enhancements
Deliver training and support to clients to ensure they are equipped to handle various aspects of plan administration
Educate clients and partners and recommend solutions to enhance their experience
Monitor account activity and alert clients and partners, as needed
Facilitate corrections to participant enrollment records, as needed
Establish rapport and build solid relationships with clients and partners
Initiate Salesforce cases and monitor to drive timely problem resolution for clients and participants
Maintain Salesforce records, including case management and overall system hygiene ensuring data accuracy
Continuously expand knowledge and experience with Consumer Directed Benefits, COBRA, and Direct Billing
Stay abreast of regulatory changes and communicate with clients/partners as appropriate
Education and Experience:
Associate's degree.
Bachelor's Degree preferred with a minimum of one-year third party benefit administration experience including Consumer Directed Benefit, COBRA, and/or Direct Billing administration, or the equivalent combination of education and experience will be considered.
Accountabilities:
Manage case resolution time and case volume/severity at the client level
Continuously improve client feedback scores
Consistently operate within BRI's service metrics that meet or exceed client retention goals
Knowledge, Skills, and Abilities :
Knowledge and experience with Consumer Direct Benefit, COBRA, and Direct Billing administration
Demonstrated strength in customer service delivery
Strong analytical, critical thinking, and problem-solving skills
Ability to foster an atmosphere of teamwork within and between departments
Excellent overall communication skills with the ability to successfully command conversations and deliver presentations
Ability to maintain confidentiality of records and information
Strong organizational skills including the ability to manage multiple projects and details simultaneously
Thorough attention to detail and accuracy of work
Experience operating typical desktop hardware and software including Consumer Directed Benefits, COBRA, and/or Direct Billing administration software, and proficiency with Microsoft's Office 365core applications (Word, Excel, Power Point, Outlook, and Teams)
Experience with Salesforce and WEX Health applications desired but not required
Desired attributes:
High energy, positive outlook, accountable with integrity.
Physical and Mental Requirements:
Ability to sit for extended periods of time; use hands to finger, grasp, or handle; see, talk, hear; see, perform repetitive motions of the hands and/or wrists.
Close mental and visual attention required to perform work dealing primarily with preparing, analyzing, and interpreting data and figures, using a computer, and/or reading.
Ability to operate standard office equipment (ex. computer, telephone, photocopier, fax machine, etc.)Environmental Conditions:
Work is performed in a typical office environment where there is no substantial exposure to adverse environmental conditions.
New York Pay Transparency Law requires employers in the state of New York to disclose the following information. If the position applied to is not located in New York, the following information may not apply.
Salary Minimum:
$37,000 Salary Maximum:
$50,000. The base salary range above represents the salary range for this position. The range listed is just one component of total compensation package for employees. In addition, there are a variety of benefits offered to employees, including health/dental/vision insurance coverage, life insurance, disability insurance, 401k, paid holidays and paid time off (PTO).
MILLENNIUM TRUST COMPANY is a rapidly growing, leading financial services company offering specialized retirement and institutional services and recently acquired PayFlex, a consumer directed benefits provider, to create a personalized, holistic approach to financial wellness.
We have been recognized for our remarkable growth on lists such as Crain's Fast 50 and Inc.
5000, and for our outstanding workplace culture and benefits with Built In's 2023 Best Places to Work and Gallagher's 2022 Best-In-Class Employer awards.
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