Account Manager, Employee Benefits

The Employee Benefits Account Manager is responsible for delivering exceptional service and operational support to Employee Benefits clients. Working in partnership with the benefits Team Leader and broader service team, this role serves as a trusted day-to-day resource for clients by managing service requests, coordinating carrier activities, supporting renewals, and ensuring the accurate administration of employee benefit programs.

The Account Manager reports to the Director of Employee Benefits and works collaboratively with Producers, carriers, and internal business partners.

In This Role, You Will Contribute By

Delivering an Exceptional Client Experience

• Serve as a primary day-to-day contact on an assigned Employee Benefits book of business.


• Respond promptly and professionally to client inquiries, service requests, policy changes, and coverage questions.


• Build and maintain strong working relationships with clients, benefits administrators, and carriers. 


• Research and resolve client issues while coordinating with Hatcher internal teams and insurance carriers to achieve timely resolutions.


• Escalate complex service issues to leadership as appropriate.


• Maintain confidentiality of client and employee information.


• Direct implementation, enrollment and communication processes

 

Managing Client Service and Account Administration

• Coordinate day-to-day servicing of assigned client accounts, including billing, eligibility, enrollment, claims, and carrier-related matters.


• Maintain complete and accurate documentation of client interactions within the agency management system.


• Ensure client records and account information remain accurate and up to date.


• Plan and prioritize workload to meet client expectations, renewal timelines, and service standards.


• Support implementation of new benefit plans, carrier transitions, and coverage changes.


• Adhere to Error and Omission requirements and record retention in Agency Management System.

Supporting Renewals and Benefit Administration

• Participate in internal renewal strategy meetings.


• Assist with the preparation and review of renewal materials and implementation activities.


• Prepare and proof employee communication materials, including Benefit guides, brochures, Flyers.


• Review contracts, benefit materials for accuracy and coordinate corrections when needed.


• Request Schedule A documentation and support clients with Form 5500 preparation activities.


• Assist clients in obtaining required compliance notices and documents such as Annual Notices,  Medicare Part D notices, WRAP, POP, ERISA, etc. and other applicable required benefit communications.


• Prepare, facilitate and manage Open Enrollment meetings and Employee Education


• Track compliance requirements such as PCORI, RxDC, etc.

You may be a great fit if you:

Take pride in producing accurate, high-quality work and delivering exceptional client service.
Thrive in a collaborative, fast-paced, detail-oriented environment
Builds trusted relationships with clients and internal partners.
Demonstrate strong organizational and time management skills
Prioritizes competing demands while maintaining accuracy and meeting deadlines.
Communicate clearly and professionally, both verbally and in writing
Comfortable working with data, systems, and spreadsheets and pay close attention to detail.
Demonstrates strong analytical, critical thinking, and take a proactive approach to problem-solving and follow-through.
Maintains discretion and confidentiality when handling sensitive client information.
Demonstrates strong analytical, critical thinking, and problem-solving skills.

Required

2+ years of experience in Employee Benefits account management, client service, insurance, risk management, or financial services.
Hold an Active 2-15 Life and Health license
Experience supporting employee benefit programs, including medical, dental, vision, life, disability, voluntary benefits, and compliance-related activities.
Strong organizational and problem-solving skills
Proficiency with Microsoft Excel, including formulas, and data organization
Strong written and verbal communication skills
Ability to work effectively both independently and as part of a team
Prior experience supporting employee benefits, insurance, or brokerage teams


Preferred Qualifications

Experience working with agency management systems, CRM platforms, or benefits administration systems