<p>The Associate Account Manager is responsible for supporting the Call Center leadership team and Benefits Administration operations team in client implementations and open enrollment strategies and executions. This role involves strategic collaboration between both operations to ensure timely completion and client satisfaction for all implementations and open enrollments. The Call Center Liaison will also be responsible for developing, updating, and delivering comprehensive materials for use by the Call Center staff and Benefits Administration client teams. Additionally, this position includes assisting with formal training sessions for new and existing Call Center staff as needed.</p> <p>The Gig:</p> <ul> <li>Partner with the Benefits Administration client teams to ensure all client plan design information is accurately maintained and updated in various technology systems. </li><li>Strategically collaborate across departments to understand complexities within client benefit plan designs, requirements, and processes to ensure accuracy among Call Center staff. </li><li>Develop and enhance call flow materials, such as reference guides, forms, and intranet materials. </li><li>Organize and develop Implementation and Open Enrollment Training Materials, including benefit plan design details and company culture information to understand the appropriate customer base. </li><li>Partner with the Call Center Leads & Trainer to gather client-specific information for interpreting and developing training materials to deliver successful training. </li><li>Coordinate Open Enrollment specific activities, such as organizing Benefit Analyst training support, preparing necessary equipment and materials for trainings, and scheduling client training sessions for all Call Center staff. </li><li>Manage client implementation and open enrollment dates and maintain the client dashboard to ensure expectations are met. </li><li>Gather requirements from the Benefit Administration Team to coordinate system testing needed for proper execution by the Call Center staff. </li><li>Drive changes and process improvements within the Benefits Administration and Call Center operations by identifying enhanced processes and best practices. </li><li>Analyze Call Center metrics and provide strategic reporting to leadership team members. </li><li>Collaborate with Benefit Analysts and Technical Analysts on client inbox creation and management. </li><li>Perform other duties or special projects as assigned. </li></ul> <p>What You Need to Make the Cut:</p> <ul> <li>Bachelor's degree or equivalent leadership experience in call center or call center training preferred. </li><li>Minimum 3 years of formal call center leadership experience required. </li><li>Experience analyzing and reporting on metrics utilizing Excel, Access, and/or SQL. </li><li>Experience within a Health and Welfare consulting, benefits brokerage, human resources consulting, health care, or employee benefits related industry is highly preferred. </li><li>Strong organizational, analytical skills, and attention to detail. </li><li>Logical problem solver with excellent follow-through and detail orientation skills. </li><li>Ability to work well independently and as a team leader. </li><li>Ability to multitask and successfully operate in a fast-paced work environment. </li><li>Solid interpersonal, verbal, and written communication skills. </li><li>Ability to prioritize projects and meet deadlines. </li><li>Ability to successfully execute tasks while adhering to quality standards. </li><li>Advanced computer user skills, including keyboard skills and electronic folder/file organization and management. </li><li>Knowledge of Microsoft Office Suite, including MS Word (basic to intermediate), Excel (advanced), and Access (basic). </li><li>Aptitude for learning internal systems, applications, and internal workflow of the department. </li><li>Must be able to effectively interact at all levels inside and outside of the Company. </li></ul> <p>The pay range for this position is $29k to $45.5k annually (pay to be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data).</p> <p>Equal Opportunity at Businessolver:</p> <p>Businessolver is an Affirmative Action and Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.</p> <p>Interested? Great, we look forward to reviewing your application.</p> <p>You will receive an auto-reply confirming that we've received your application, and you will hear from us again after we've reviewed your application and assessed whether or not to move you forward in our recruiting process.</p> <p>If you do decide to apply, please know that every complete application will be carefully reviewed. Seriously! We know it is a time commitment to prepare an application. We will respect that effort by thoughtfully reviewing every single complete application and we are truly grateful for your interest.</p>