Senior Account Analyst - Consulting Client Service Team

Company:

Marsh McLennan Agency

Description:

Marsh McLennan Agency’s East Region is a leader in the employee benefits marketplace. Our associates simplify employee health and welfare benefits and risk management for regional, national, Fortune 500 and Fortune 1000 companies.

We value integrity, collaboration, passion, innovation, and accountability, and we are committed to making a difference in the moments that matter for our colleagues, clients, and communities.

As part of our Consulting Client Service Team, the Senior EH&B Analyst plays a vital role in ensuring a high degree of client satisfaction and retention, working collaboratively with a cross-functional team that includes Sales, Account Management, Financial Consulting and Communications. . The primary responsibility of this role is to take proactive ownership of the daily client support for all services and products provided, ensuring alignment with the strategic vision of our partnership.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited, to the following:

• Maintain client records, including activity logs, contacts/mailing lists in the Agency Management System, and online client folders/files;
• Independently coordinate plan audits and review plan documents (insurance contracts, amendments, Summary Plan Descriptions, etc.) to ensure compliance and appropriate documentation; complete renewal checklists for assigned clients; interpret plan documents to answer client questions;
• Complete and review with the client the MMA compliance checklist; coordinate other compliance-related deliverables and data requests as required by applicable regulations, with support from the Compliance Department;
• Effectively oversee all Open Enrollment activities, including determining timing and procedures, drafting the OE timeline, creating communications (benefit guide, highlight sheet, poster/postcard, presentation, and narrated PowerPoint when applicable) using templates or collaborating with the Communications Consulting team, and organizing and conducting virtual or onsite employee meetings;
• Review and revise benefit materials,
• Coordinate special projects, including, dependent eligibility audits, claim audits and benefits statements;
• Work directly with carriers and vendors to resolve disputed claim, billing, and eligibility issues for clients and their participants; manage the issue resolution process to meet quality and timing objectives, escalating more complex issues as needed; manage vendor relations during plan changes and ongoing service;
• Coordinate required annual participant notices and plan year reporting as required by applicable regulations;
• Track and update stop loss reimbursements due to clients (as applicable) as well as the Stop Loss year end reconciliation;
• Conduct benchmarking analysis for assigned clients and present during strategy meeting
• Proactively analyze impact of new federal and state regulations on clients’ benefits plans and provide guidance to clients;
• Manage all activities required to properly implement and service new business;
• Manage and prioritize work requests;
• Assist in RFP process for specific lines of coverage
• Mentor other members of the team by providing guidance, advice, feedback and support to the mentee (as needed).
• Proactively offers new ways to streamline workflows in order to enhance productivity or the client experience.

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor’s degree or equivalent work experience
• Minimum of 6 years client service experience in benefits brokerage and insurance, benefits consulting or benefits administration
• Life and Health License preferred; If not licensed, required to obtain Life and Health License within first 90 days of employment.

KNOWLEDGE, SKILLS AND ABILITIES

• Demonstrated ability to provide superior customer service and maintain positive relationships with client contacts;
• Strong organizational, analytical skills and strong attention to detail;
• Sound judgment with effective decision-making and problem-solving abilities;
• Strong interpersonal, verbal, written, and presentation skills, with the ability to effectively engage people at all levels inside and outside the Company;
• Ability to prioritize, multitask, and meet deadlines in a fast-paced environment while taking ownership of work and adhering to quality standards;
• Ability to work well independently and as a team member;
• Ability to delegate tasks, as appropriate;
• Aptitude for learning internal systems, applications and internal work flow of the department;
• Must be proficient with the MS Office suite (Word, Excel, PowerPoint, Teams) and Canva;
• Ability to travel to client meetings at various local and regional locations.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is:
  • Frequently required to sit; speak or hear; use hands to finger, handle, feel objects, and reach with hands and arms;
  • Occasionally required to stand and walk;
  • Extensive use of computer and keyboard and viewing of computer screen is required;
  • Specific vision abilities required by this job include vision, and ability to adjust focus.
• Other working conditions are normal for an office environment.

WORK LOCATION

• Work is typically performed in a hybrid manner at MMA East’s Conshohocken, PA office.

The applicable base salary range for this role is $74,725 to $110,000.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, and education. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law.  If you have a need that requires accommodation, please let us know by contacting [email protected].

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