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Account Manager for CDH and COBRA

ProBenefits, Inc.

in Remote / Winston Salem NC

Logo for ProBenefits, Inc.

ProBenefits specializes in employee benefit plans, serving as a third-party administrator and plan service provider of Section 125 flexible benefit plans, Section 105 health reimbursement plans, Section 132 transportation and parking plans, HSAs, and COBRA. In addition, ProBenefits offers a full range of compliance services for employers and plan advisors. ProBenefits’ mission is to provide employee benefit solutions distinguished by a commitment to knowledge, accessibility, and integrity.

One of our company’s core values is hiring and retaining quality, skilled people who share a commitment to dedicated service, technical expertise, and a willingness to help others.

Position Profile

The Account Manager is the direct contact to the ProBenefits client and must be able to communicate knowledgeably and efficiently when working with the client in all the lines of service offered. Internally the Account Manager works in a team setting with other Account Managers to perform daily duties and tasks efficiently and with high quality. The Account Manager should constantly be looking for ways to innovate and improve our clients’ experience. They should work collaboratively with all departments and our outside partners and will be involved in finding ways to put our sales products into efficient administration.

The following qualifications will be fully explored in an in-depth selection process involving several personal interviews and a personal background/reference check.

Position Overview

The Account Manager position must at all times be ready to communicate and follow up with client questions and issues as they arise. There are daily/weekly/monthly administrative tasks that must be done on a recurring deadline along with the unexpected request or question of the client. The following is a listed overview of the position:

  • Develop and maintain excellent relations with new and existing clients
  • Assist the Welcome Team with the transition of new clients, confirming client engagement with ProBenefits
  • Fully understand basic COBRA and CDH regulations and ensure plans remain fully compliant. Have ability to communicate support questions from client and consumer when partnering with our internal Compliance Team to ensure our practices and actions adhere to regulatory requirements
  • Be accountable for ensuring a timely and high-quality Open Enrollment using renewal processes for follow up and confirming that any changes made by the client to plan design are updated in all systems correctly. Review billable fees at each renewal and confirm there is no overdue billing
  • Maintain external contact management practices in all internal systems
  • Proactively identify, research, and correct discrepancies between our three primary internal systems
  • Identify problems and ensure their resolution prior to negative client or member impact
  • Use the learning tools provided to research issues independently and then ask for support as needed. When issues occur, get to the root cause of the problem, and take action to ensure it is resolved
  • Provide feedback to Quality Manager for process and system enhancements
  • Triage external client service tickets and/or questions (email and voicemail) within 24 hours, maintaining ownership from initial customer contact. Management will provide feedback on quantity and quality of external communications
  • Internally assist service center reps and other team members with escalated calls, taking responsibility for the case where appropriate to ensure client satisfaction

Position Requirements

  • Analytical skills
  • Attention to detail
  • Excitement about providing excellent customer service by email and phone
  • Ability to multi-task
  • Professional communication skills
  • Ability to make decisions using sound judgment
  • Must value and promote team spirit
  • Exhibit professionalism within the workplace
  • Maintain punctuality and adherence to set schedule
  • Solid research and follow-up skills
  • Good time management skills
  • Experience with Wex CDC and/or COBRAPoint is not required, but preferred.

Available support for the Account Manager Position

The Account Manager will have a Senior Account Manager on their team as a resource for questions that need additional support. There are additional resources in the Compliance Department for regulation and document support. There is an EDI file support team to assist in any electronic data questions. The Quality Manager provides support for system or process issues. The VP of Administration can be a resource with client issues or requests that need to be escalated. The Account Manager role is a vital role on the ProBenefits Administration team that has direct contact with the client and is key in the relationships we maintain with our partners. The position carries responsibility and is supported by others to maintain excellent customer service.

Other Position Information

This is a full-time, salaried position.   ProBenefits offers competitive benefits, that include Paid Days Off, Health Insurance, 401(k) with employer match, Life, Disability, HSA with employer contribution, voluntary benefits, and more.    We would consider a well-qualified remote employee, but the employee would need to be available to travel to office on a scheduled basis.

How to Apply

Interested candidates should email a resume or questions to hr@ProBenefits.com.


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