◾Initiates regularly scheduled proactive relationship calls with clients providing updates on relevant insurance specific topics, administrative services, and to assess clients current needs◾Initiates consultative calls to client to assess underwriting exposures prior to policy renewal.◾Provides creative plan designs to clients from current and alternate carriers during each client renewal or as requested by client off cycle.◾Utilizes knowledge of carrier and state underwriting guidelines to guide client toward the best possible option within the Paychex Agency’s administrative capabilities.◾Moves existing policies to alternative carriers to assist client in achievement of benefit and premium objectives.◾Works as a liaison between policy holder and Insurance Carrier/GA to ensure the highest level of customer service is provided.◾Works as a liaison between internal Paychex departments to ensure the highest level of customer service across product lines.◾Up sells and/or resells ancillary products to meet set expectations.◾Responsible for establishing and maintaining ongoing client relationships, overall client satisfaction, and client retention.◾Responsible for meeting basic service level goals including response time and quality standards.◾Responsible for meeting specific client retention goals for assigned book of business in support of Agency financial goals.◾Develops and maintains expert knowledge of related products including HRO, BeneTrac, Section125, COBRA and Workers Compensation.◾Develops and maintains expert knowledge of industry trends, product offerings, and legislative and compliance changes.

Acts as a dedicated account manager, licensed broker, and internal liaison for a specific ‘book of business’ that is based on revenue and/or enrollment. Meets or exceeds set expectations around customer service delivery and client retention goals. Provides client with the most consultative and thorough service experience including on boarding, proactive consultative / relationship activities and renewal to ensure plan design meets the client’s cost and benefit objectives.

•Develops and maintains comprehensive knowledge of new and existing client account set ups, their corresponding systems and Health & Benefit processes to ensure resolution of escalated client issues.•Gathers and interprets data to solve complex issues relating to the Health & Benefit product and services, while maintaining positive and professional relationships with internal and external partners.•Trains and mentors employees within the group when required to ensure all staff is current on policies and procedures. •Assists the team with escalated client calls and handles the situation through resolution to ensure the team has the resources to perform their tasks. Acts a resource for them as needed. •Develops problem resolution techniques and makes appropriate recommendations to Supervisor to ensure all client issues are resolved appropriately and accurately.•Reviews processes and streamlines daily tasks to maintain efficiencies within the department. •Maintains accuracy and integrity of the clients’ financial and insurance transactions by researching and resolving any discrepancies with coverage or billing.•Responds to inbound calls and places outbound calls as required by the business unit to ensure issue resolution and client satisfaction. Maintains accurate recording of all internal and external communications. (Insured, insurance partners, payroll offices etc.)•Maintains documents and records to ensure compliance with all applicable state and federal insurance regulations.•Provides necessary documentation to states and federal insurance agencies as well as our insurance partners to ensure compliance with internal and external policies.•Participates in product related projects, product testing or training sessions as required to ensure implementations are successful.

•Developing and maintaining working relationships with the Paychex sales team and health insurance carriers to meet the needs and legal requirements for the setup of client’s health and benefit accounts.•Creating and completing setup of health insurance accounts in Human Resource Information System (HRIS) and working with Account Coordinators to sustain client needs and expectations.