Client Account Senior Analyst

About the Role

Key Responsibilities

• Serve as primary point of contact for a designated book of business and responsible to service excellence for clients and broker partners that include handling day-to-day service related needs, proactive issue identification, resolution and root cause analysis.
• Coordinate with manager and/or account manager to meet clients' needs and ensure potential problems are averted. Keep the account manager informed of account status and opportunities for expanded business.
• Attend geographically assigned local market client/broker meetings.
• Complete day-to-day Client Account Support tasks without immediate supervision, resolving non-routine issues escalated from more junior team members.
• Build strong relationships with the client/broker, proactively identifying the needs of the customer and satisfying the customer in a timely manner.
• Make on-site presentations to existing and prospective clients to educate and inform on products as required and in support of client retention.
• Exhibit expert knowledge and understanding of moderately complex processes, compliance and regulatory requirements and can effectively apply in a fast-paced environment.
• Provide support for designated Client Service Operations Lead team on issues and initiatives related to resolving issues or delegating to matrix business partners as needed.
• Collaborate with the Sales team to understand the products, benefits and services for sold cases, making independent decisions and presenting proactive solutions to mitigate delays and service risks.
• Identify risks, diagnose problems, perform root cause analysis, understand notifications and changes, influence, solve problems and make recommendations, including participation in project execution.
• Provide subject matter knowledge to cross-functional teams and influence business partners on the importance of timely submission to ensure accuracy and efficiency.
• Maintain attention to detail, work under tight time constraints, and communicate effectively for team success.

Requirements

• Bachelor's degree in a related field or at least 3-5 years of related experience.
• Previous sales operations, service, sales support skills and working knowledge/experience preferred.
• Strong customer centric skills and knowledge in all product and funding types preferred.
• Strong attention to detail and ability to quickly understand client needs and expectations.
• Proven strong analytical and problem solving skills preferred.
• Organized with experience in meeting tight deadlines.
• Strong communication and interpersonal skills (verbal, written).
• Ability to work under pressure and meet tight deadlines.
• Strong working knowledge of Microsoft Outlook, Word, Excel, PowerPoint and Salesforce.
• Ability to attend client/broker events locally with potential to travel.
• Ability to work in a hybrid environment with internet speeds of at least 10Mbps download/5Mbps upload if working remotely.

Nice to Have

• Experience working with matrix partners and external customers.
• Prior experience in sales operations or client service roles.
• Experience with multi-product and benefit options for dual systems, platforms, funding types.

Qualifications

• Bachelor's degree or equivalent experience.
• 3-5 years of relevant experience preferred.

Benefits & Perks

• Hybrid work environment with 2-3 days in the office per week.
• Opportunity to work with a leading healthcare organization.
• Supportive team environment and professional development opportunities.