Account ManagerPrimary Location: Chicago, IL
Additional Locations: IL-Chicago Apply
68202Fundamental Components: The Account Manager (AM) 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 • 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 (NOTE: NIGHT AND WEEKEND WORK MAY BE NECESSARY) Background Experience: • 3+ Years of direct client and/or analyst experience in benefits administration 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 Percent of Travel Required: 0 - 10% EEO Statement: Aetna is an Equal Opportunity, Affirmative Action Employer Benefit Eligibility: Benefit eligibility may vary by position. Candidate Privacy Information: Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.
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