Account Manager I
Associated BankFull time Full day
Associated Bank is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability who need assistance applying for a position with Associated Bank are asked to email: firstname.lastname@example.org
Provides customer service to internal and external clients. Supports Consultants, Account Executives and Marketers with the goal of client retention and growing the book of business. Resolves client issues efficiently and accurately primarily through phone and electronic communication methods. Utilizes exceptional customer service skills and vendor relationships to coordinate responses to client service requests in methods that exceed their expectation. Responsible for managing the client service expectations by being accessible and responsive to the Customer and the Customer Team keeping them advised of deadlines and updates. Serving internal and external customers in a positive, professional manner, and following all corporate guidelines.
Fully complies with all applicable enterprise policies and procedures. Acts in compliance with all applicable laws and regulations as outlined in training materials, including but not limited to Bank Secrecy Act. Responsible for reporting suspicious activity to Financial Intelligence. Responsible to report all customer complaints as prescribed and procedure violations to management or HR. Responsible to report ethical concerns as needed to Associated's anonymous Ethics Hotline.
Key Result Areas
Other Sense of Urgency
Job AccountabilitiesResolves and answers any client problem or question by being an "inside" technical expert and a client advocate with the carrier/vendors. Solve or advise on practical problems faced by clients and/or prospects in the areas of insurance and retirement plan services. Deals with clients on routine, sensitive or urgent topics and be able to provide answers and advice either immediately or within a reasonable period of time. Interprets a variety of laws, regulations, policies, procedures and convey the information to clients either directly or through written communication.
Maintains client and policy information in the customer management system, which includes new business production and renewal plan documents.
Anticipates clients needs and proactively initiates communication and/or resolution through introductory calls (introducing the client to their service team, administrative procedures, and contact information), pro-active semi-annual service calls (reviewing recent services, upcoming seminars/webinars, use of their technical services, etc), and frequent updates during the life of an issue, client specific vendor evaluations, and/or program support.
Tracks and manages new business and rewrites submissions through the insurance company underwriting process.
Provides support and assistance to Consultants including, assisting with client service issues brought to the Consultant's attention. Where appropriate, keeping the Consultant informed of insurance company underwriting procedures; setting appointments to meet with clients on renewals; obtaining claims experience reports and maintaining client files.
Backs up other Account Managers position in the department or agency personnel, as appropriate.
Organizes work flow to ensure quick, efficient processing of mail, work-in-process issues, and client files to maintain a "no backlog' status.
Develops "expertise areas" as assigned – these may be in relation to specific products, insurance companies, or computer programs.
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