Account Liaison (MMA East)
MMC

Job Info

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  The Account Liaison is responsible for supporting the Call Center leadership team and Benefits Administration operations team with client implementations and open enrollment strategies and executions. This includes working collaboratively between both operations to ensure that all implementations and open enrollments are completed on time and meet the expectations of each individual client. The Call Center Liaison will also develop, update and deliver detailed materials to be utilized by the Call Center staff as well as the Benefits Administration client teams. This also includes assisting in formal training sessions for new and existing Call Center staff as needed.
  
  ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited, to the following:
  
  • Partner with the Account Liaison team in coordinating with the Benefits Administration client teams to ensure all of the clients' plan design information is maintained and up-to-date in the various technology systems.
    
  • Collaborate across departments to understand complexities within client benefit plan designs, requirements and process to ensure accuracy amongst Call Center staff.
    
  • Develop and enhance call flow materials, such as reference guides, forms and intranet materials.
    
  • Assist in organizing and developing Implementation and Open Enrollment Training Materials, including benefit plan design details as well as company culture information to understand the appropriate customer base.
    
  • Partner with the Account Liaison Lead & Trainer by gathering client specific information to interpret and develop training materials in order to deliver a successful training.
    
  • 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 to attend.
    
  • Assist the Account Liaison team in managing client implementation and open enrollment dates and maintain the client dashboard to ensure expectations are met.
    
  • Gather requirements from the Benefit Administration Team to coordinate system testing needed for proper execution from the Call Center staff.
    
  • Assist in driving changes and process improvements within the Benefits Administration and Call Center operations by indentifying enhanced processes and best practices.
    
  • Analyze Call Center metrics and provide reporting to leadership team members;
    
  • Work with Benefit Analysts and Technical Analysts on client inbox creation and management.
    
  • Perform other duties or special projects as assigned.
    
  
  REQUIRED EDUCATION AND EXPERIENCE:
  
  • Bachelors degree or equivalent experience in call center or call center training preferred;
    
  • Minimum 1 year of formal call center customer service experience required;
    
  • Experience analyzing and reporting on metrics utilizing Excel, Access and/or SQL;
    
  • Experience within a Health and Welfare consulting, benefits brokerage, human resources consulting, health care, or employee benefits related industry is highly preferred.
    
  
  KNOWLEDGE, SKILLS AND ABILITIES
  
  • Strong organizational, analytical skills and strong attention to detail;
    
  • Logical problem solver with excellent follow through and detail orientation skills;
    
  • Ability to work well independently and as a team member;
    
  • Ability to multitask and successfully operate in a fast-paced work environment;
    
  • Solid interpersonal, verbal and written communication skills;
    
  • Ability to prioritize projects and meet deadlines;
    
  • Ability to successfully execute tasks while adhering to Trion's quality standards;
    
  • Advanced computer user skills, including keyboard skills and electronic folder/file organization and management;
    
  • Knowledge of Microsoft Office Suite, including MS Word (basic to intermediate), Excel (basic to intermediate) and Access (basic);
    
  • Aptitude for learning internal systems, applications and internal work flow of the department;
    
  • Must be able to effectively interact and deal with people at all levels inside and outside of the Company.
    
  
  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 either on site at MMA East's King of Prussia, PA office, or at various customer/MMA locations as required.
    
  
  We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. Marsh & McLennan Agency offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: http://marshmma.com/careers.
  

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