Account Manager, Integrated Absence Solutions

Job Summary:

Lockton Companies is currently seeking a results-oriented Account Manager to join the Integrated Absence Solutions (IAS) team. This role is responsible for supporting Lockton’s IAS Select services with engagements that support the client’s disability, life, and absence programs, including long term disability (LTD), short term disability (STD), family & medical leave act (FMLA) and other time away from work solutions. The ideal candidate will thrive in a fast-paced environment and constantly strive to improve the client experience.

• Facilitate interactions between client and vendor to resolve claim service issues tied to FMLA, ADA, disability and company leave for clients
• Monitor and track vendor responses through to resolution to ensure claim issues are resolved swiftly with a sense of urgency
• Work with vendor claim service teams to make sure that audit details of claim investigations are clearly documented by date of actions and clearly identify root cause
• Identify trends with service breakdown at the claims level and work with vendor to resolve and identify opportunities for improved service delivery
• Act as subject matter expert at the claim inquiry level for FMLA and state absence plans and disability program interaction between client and carrier/vendor
• Respond to questions and escalations that may involve policy, plan administration, and program for inquiries
• Assist in conducting policy review/analysis with respect to FMLA, State and Municipal Leaves and ADA/ADAAA issues
• Analyze employer Plan documents, SPDs, policies and procedures for compliance, design, and operational improvement opportunities
• Maintain client notebooks; issue notes and action items documenting and tracking through to closure
• Assist in the preparation of client presentations and reports for internal and external partners
• Possess strong written/verbal communication skills, organizational skills, time management, and analytical skills
• Highly self-motivated and demonstrate follow through
• Meet deadlines, prioritize workloads, and maintain a strong attention to detail to meet organizational objectives and quality measures.
• Participates in service and training opportunities as required
• Other responsibilities as required

Requirements:

• Bachelor's Degree (or relative work experience) required, insurance or business-related field preferred
• Minimum of 2 years of experience in the absence management field, specific experience with group disability/life plans and company leave programs
• Knowledge of Life/AD&D/STD/LTD/LOA plan provisions, contracts, and process
• Strong analytical and mathematical skills, planning, communication, documentation and listening skills
• Ability to project manage high volume of work with IAS team members, internal client teams, clients, and carrier partners
• Advanced Microsoft Office skills - ability to manipulate large volumes of data and macro enabled workbooks in Excel, and PowerPoint
• Strong customer service skills with a proven track record of delivering exceptional client service
• Demonstrated proficiency with Microsoft Office products (Excel, PowerPoint, Word, Outlook) with advanced ability to manipulate large spreadsheets
• Understands data sources, processes, formulas and output
• Detail-oriented with excellent organizational and time management skills with ability to manage changing priorities as needed
• Ability to perform work accurately and completely in a timely manner
• Excellent communication, analytical and critical thinking skills with proven ability to interact with associates and vendors at all levels of responsibility
• Proven ability to manage multiple projects simultaneously and prioritize and scale in a fast-paced environment
• Legal right to work in the United States