Account Manager

• Provides proactive account service management in support of business objectives and to achieve customer satisfaction
• Develops and executes customer service strategy
• Meets with customers frequently via phone and video conferencing, leads calls, facilitates meetings, and meets customers in person on occasion
• Engages in frequent email correspondence, discusses service levels and expectations, shared process improvements, discusses operation of benefit plans
• Identifies gaps in service, determines root cause and develops an actionable solution
• Engages with other Aetna departments in issue resolution and maintains a service log
• The candidate will support client needs in multiple times zones
• Responds to customers' requests for network analysis, benefit plan design changes, benefit questions, billing issues, member eligibility and claims
• Collaborates with the Account Executive and the sales team to achieve growth/renewal activities including installation, plan set up, eligibility, billing and contract drafting by working proactively with support areas, signs off on ID Cards, Manages member communications strategies for each customer

• Bilingual - Spanish (Speaking & Writing)
• 2+ years of industry or customer service experience preferably with complex accounts
• An active resident insurance producer license, as required by state law or obtain an insurance producer license within 60 days of start date
• Must be located in Eastern Time Zone
• Insurance industry experience

Background in international health insurance

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility