Major Account Executive - HBT

The Major Account Executive is the primary point of contact for the most complex and highest revenue clients and brokerages. The Major Account Executive's role is to build strong relationships and provide personalized service to clients to ensure retention through constant communication, regular on-site and off-site meetings and a proactive approach to solicit feedback from clients. The Major Account Executive is responsible for managing the client/broker expectations as well as handling escalations on a priority basis for their assigned clients.

• Provides first level customer support including the most complex, highest revenue clients and utilizes proactive customer service to ensure client engagement and satisfaction.
• Resolves escalated customer service issues or complaints to optimize client satisfaction. 
• Conducts client training for implementation, open enrollment and to meet any ongoing training needs to ensure client retention. 
• Promotes improvements to processes and procedures to increase efficiency in the Client Service department. This role also advocates for new functionality and system updates with other business units and participates in the development process as needed to assist with BeneTrac system enhancements.
• Performs regularly scheduled enrollment transaction audits to ensure configuration is accurate and optimal system functionality.
• Responsible for front end application customization as requested by the client to ensure the application is meeting the client's needs. 
• Performs minor site updates and submit tickets to the Technical Operations team for projects and updates while maintaining the ownership with the client to maintain site integrity.
• Acts as a liaison between Client and BeneTrac Technical Operations Team to enhance visibility and improve communication with the client.
• Provides mentoring to less experienced personnel ensuring the adequate training of Major Account Support representatives.
• Other duties as assigned to support the general purpose of the position's function.

• Bachelor's Degree - Preferred
• 1 year of experience in as a trained and qualified Major Account Support Rep.
• 5 years of experience in Customer Service/Employee Benefits experience.
• Experience with an employee benefit system is highly desirable.
• Possesses advanced knowledge of the Flock functionality to ensure maximum utilization of the software.
• Demonstrates customer service skills.