[Hiring] Implementation Account Manager @PPLSI

Role Description

Under moderate supervision, the Business Solutions Implementation Manager II is responsible for managing the onboarding of legal plan and identity theft protection benefit programs selected by large customers/employers. This position is accountable for customer satisfaction and quality execution of stated tasks throughout the process.

Responsibilities

• Communicate effectively and collaborate with internal and external contacts.
• Meet deadlines and manage organization and time effectively.
• Maintain autonomy while working on projects and duties.

Performance Outcomes

• Onboard new clients.
• Develop implementation schedules and timelines.
• Prepare meeting presentations and document deliverables.
• Provide frequent status and progress reports through detailed project planning tools.
• Partner with customers to develop and implement employee communication strategy.
• Ensure appropriate and accurate system and contractual set-up.
• Participate in sales presentations when necessary.
• Review enrollment, payment history, and billing invoices to provide support to LegalShield groups, Associates, and group members.
• Review various reports to ensure group accounts are up to date.
• Handle inquiries received by phone, fax, email, or mail.
• Prioritize and handle sensitive group accounts.
• Provide support to internal departments regarding group inquiries.
• Build and maintain relationships with clients and brokers.

Customer Support

• Understand customer demands and expectations and meet these in a timely manner.
• Address any challenges or concerns the customer or associate may have regarding group business.
• Lead internal and external meetings.
• Answer incoming calls and make outgoing calls to investigate and correct errors.
• Act as the point of contact for clients and brokers.
• Perform other duties as assigned by leadership.

Qualifications

• College Degree or extensive LegalShield knowledge (Preferred).
• 0-1+ years prior experience working in customer service.
• Employee Benefits and industry knowledge.
• Proficient in Word, Excel, and PowerPoint.
• Strong written and verbal communication skills.
• Excellent listening, negotiation, and presentation abilities.
• Adaptable and organized with the ability to build rapport with customers.
• Ability to handle multiple deadlines with a detailed-oriented and analytical approach.
• High degree of confidentiality and attention to detail.
• Positive professional attitude and ability to work as part of a team or individually.
• Critical thinking and problem-solving skills.
• Proactive approach with a passion for service.
• Ability to thrive in a results-driven environment.
• Ability to work under pressure and quickly adapt to change.

Physical Requirements/ Work Environment

• Work performed in a professional office environment.
• Regular use of standard office equipment such as computers, phones, photocopiers, and filing cabinets.
• Regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls.
• Frequent requirement to sit, stand, talk, and hear.
• Ability to conduct duties discreetly and impartially.
• Regular and predictable attendance and punctuality required.
• Ability to work on critical business days, including some evenings and weekends.
• May be required to travel by airplane or car for day or overnight travel up to 5% of the time.

Additional Information

• Location: Remote Job Posting.
• Department: 9342 Business Solutions-Broker Services.
• Time Type: Full time.

Commitment to Equal Opportunity

PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities, and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state, or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.

If you require a reasonable accommodation to complete the application process, please contact Human Resources at: [email protected].