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Job Information

Aetna Senior Account Manager in Chicago, Illinois

Req ID: 59511BR

Job Description

bswift is currently seeking an experienced Senior Account Manager to

join our direct Client Services Team.

The Senior Account Manager (SAM) is directly responsible for helping

bswift meet and exceed client expectations by supporting consumers on our best-in-class

HR software and services.

Located in downtown Chicago, bswift offers software and services that

streamline benefits, HR and payroll administration for employers and public and

private exchanges nationwide. bswift s state-of-the-art cloud-based technology

and outsourcing solutions significantly reduce administrative costs and

time-consuming paperwork, making life easier for administrators and millions of

consumers who enroll in benefits with bswift.

Fundamental Components included but are not limited to:

Responsibilities:

The Senior Account Manager (SAM) will serve as the primary point of

contact to our direct clients, internal team members and partners by helping

implement and maintain client web sites. This individual will:

·

Help manage and provide technical guidance

through the implementation of new client

Web sites

·

Continually update sites as requirements change

each year or as often as needed (this includes benefit class matrix,

requirements document, rates, permissions, field options, site text and any

open items on questions log)

·

Test client sites for quality assurance; track

and monitor the resolution of issues

·

Leading a team to coordinate with other bswift

resources (product management, development, call center) to meet client

deliverables; including, but not limited to:

o

Creating Benefits Class Matrix, Requirements,

Rates, Permissions, Field Options, Site Text and Implementation Questions Log

with client (including client sign-off)

o

Configuring system as needed for annual benefit

program changes/acquisitions

o

Executing on non-automated service delivery

processes to satisfy scope requirements

o

Researching and resolving client inquiries

regarding system and process issues

o

Training clients on new and existing system

features and services (prepare and conduct technical/product presentations and

demo s as required)

o

Testing new and existing system functionality to

ensure accuracy of client system configuration

·

Prepare and conduct technical/product

presentations, demonstrations and trainings (such as an open enrollment demo

for new/changing plans, site text, and release functionality changes, etc.)

·

Provide resolution of client issues by

responding to questions and concerns about the use of bswift products; ability

to leverage research to find resolution

·

Maintain thorough understanding of all internal

systems to respond to general and specialized client requests

·

Triage client tickets and/or questions (email

and voicemail) within 24 hours; maintaining

ownership from initial customer contact to call resolution which

includes supporting escalations if appropriate and providing customer updates

·

Look for and help drive continuous process

improvements/efficiencies by maintaining a thorough understanding of all

internal systems

·

Develop and implement fulfillment procedures

·

Lead and create agendas for client meetings (when

CRM is not available)

·

Coach and mentor other team members

·

Share new ideas and customer needs with bswift teams throughout all phases of product life

cycle

·

Manage workflow in the setup and maintenance of

carrier and payroll feeds

·

Assist in sales and marketing activities as

needed

·

Provide open communication to bswift customers

in a pleasant, professional manner with a can do attitude

·

Responsible for special projects as assigned

.

Qualifications Requirements and Preferences:

Qualifications:

·

A Bachelor s Degree from a four-Year College or

university; or equivalent combination of education and experience.

·

5+ Years of direct client and/or analyst

experience preferred

·

Solid Technical background

·

Must be proficient in Excel (VLOOKUP, Pivot

Tables, Basic Functionality)

·

Good written/verbal communication skills and the

ability to communicate with both technical and non-technical personnel; ability

to listen, clarify and respond well to questions

·

Ability to operate and make timely decisions in

an ambiguous, fast-paced atmosphere

·

Must be able to quickly sort through complex

subject material

·

Strong analytical skill-set and ability to

effectively use data for strategy

·

High level of productivity, reliability,

responsibility, attendance, dependability, organization and

accuracy/thoroughness

·

Ability to take initiative to meet challenges

with resourcefulness and new innovative approaches while maintaining a high

level of quality

·

Must possess a passion for teamwork, client

service and reaching business results through problem solving

Desired:

·

Experience with benefits administration / open

enrollment process

Benefit Eligibility

Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Job Function: Sales and Service

Aetna is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veterans status.

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