Team Leader, Account Management

Job Title: Team Leader, Account Management

Job Type: FT

Location: #LI- Remote, to be considered for this role, you must reside in one of the following states —AZ, CT, FL, GA, IL, KS, MA, MD, ME, MI, MO, NC, NJ, NV, NY, OH, PA, RI, SC, TN, TX, UT, VA, WI, WV.  

Who We Are

Benefits are complicated but by using innovative technology, paired with attentive and dedicated customer service, it doesn’t have to be! At Flores, we focus on technology and customer service, so our clients can focus on their employees. We are a leader in the field of consumer-based reimbursement plans, COBRA, and Direct Bill services. With a 97% client retention rate, we continue to grow our footprint across the US.

Please visit our website to learn more about our people, culture, and benefits! www.flores-associates.com.

Job Summary

At Flores, we are passionate about our clients having a great experience and this also applies to our team and our future team members. Building a remarkable team is a top-level company priority. A Team Leader, Account Management is primarily responsible for managing a team of Associate Account Managers and Account Managers while also managing a small number of groups directly. This position is responsible for managing their team’s performance and ensuring satisfaction for services delivered to clients within their team. The Team Leader, Account Management will report to a Director of Account Management.

What You’ll Do

• Manage a team of Associate Account Managers and Account Managers:

- Participate in the hiring process for onboarding new employees as requested by Director; support initial training and ongoing education of Account Managers within their team. 

- Appropriately set expectations with team members for daily/weekly/monthly performance goals.

- Assist team members with varied questions and escalations on a daily basis; provide timely feedback and direction to help them support their clients.

- Monitor performance metrics on a regular basis to assess whether team members are meeting expectations.

- Conduct regular sessions with each direct report to review performance and provide feedback/coaching related to key performance metrics.

- Conduct the annual developmental review of each direct report.

- Track and approve time off (both planned and unplanned) for direct reports.

- Develop strategies to ensure individual and team goals are met.

• Manage a book of business – while the primary focus of this role is to support a team, you will also have a select number of clients assigned to you directly that you will be expected to manage in addition to supporting your team. You will be responsible for the following tasks for your assigned book of business and for ensuring the execution of these tasks for your direct reports:

- Provide a high level of customer service to assigned brokers, clients and participants where applicable by creating and fostering a positive relationship with all parties.

- Assist clients and brokers through multiple channels – including emails, scheduled conference calls and ad hoc phone calls. 

- Monitor and manage assigned work in a timely manner via our CRM system as well as within our operational systems. 

- Utilize and articulate extensive knowledge of necessary technical IRS Code and general employee benefit knowledge regarding Flexible Spending Accounts, Cafeteria Plans, Health Reimbursement Arrangements, HSA administration, COBRA, and Direct Reimbursement models to address client/participant questions and inquiries.

- Research technical and legal questions posed by clients and brokers using available resources. 

- Support new client implementations as needed and assist the implementation team in adding additional lines of services to pre-existing groups. 

- Manage the required daily tasks for assigned accounts – including but not limited to account audits and reconciliation on both an individual and corporate level.

- Respond timely and professionally to escalations; employ appropriate tactics to appropriately deescalate situations as necessary.

- Prepare for and execute seasonal activities such as re-enrollment and non-discrimination testing in a timely manner.

- Be responsible for the financial oversight of all accounts within your team and identify root cause as well as solution for financial issues at the corporate and participant level where applicable.

• Perform other duties as assigned.
• Maintain quality work that exemplifies and promotes Flores’ core values.

Who You Are

• An individual that understands the value of providing a high level of customer service.
• An individual who is hyper focused on excellent service turnaround times.
• An individual with 5+ years of relevant Account Management work experience. Previous experience in benefits management, customer service or account management related field required. 
• Preferred associate or bachelor’s degree but not required.
• An experienced team leader who can empower team members to grow personally and professionally.
• A detail orientated individual with strong organizational and prioritizing skills, and the ability to be flexible and multi-task in a collaborative environment.
• Able to confidently use independent judgment and expertise to manage both clients and team members.
• Someone with strong interpersonal skills who understands that our business objective is to provide superior customer service and can handle conflict in a professional manner.
• An internally motivated individual with a high level of personal worth looking to grow personally and professionally.
• A qualified candidate who possesses above average analytical and problem-solving skills.  

Work Environment

Flores’ standard work hours are Monday through Friday, 8:30 a.m. to 5 p.m. ET with an hour lunch. Roles may be approved for other schedules by managers. This role operates in a professional #LI-remote office environment. To be considered for this role, you must reside in one of the following states  —AZ, CT, FL, GA, IL, KS, MA, MD, ME, MI, MO, NC, NJ, NV, NY, OH, PA, RI, SC, TN, TX, UT, VA, WI, WV. This role is mostly sedentary and consists of prolonged periods sitting at a desk and working on a computer. This role also utilizes other tools such as a phone, copy machine, and printer. Common programs often used are Outlook, Word, and Excel. This position frequently communicates with Flores team members and candidates and must be able to exchange accurate information clearly in these situations.

How We Support Our Team

At Flores, we invest in our people, our community and our technology and strive to provide work life balance, paired with professional growth for each of our employees. We provide an innovative benefit solution for our clients but that does not apply just to our clients. They extend to our team too!

• Competitive Benefits – Flores offers competitive medical, dental, and vision benefits for employees and their families. We also provide company funded HSA’s, Pre- and Post-tax 401k’s with a company match up to 5%, and other great benefits such as Life Insurance, Accident Insurance, Pet insurance, and more!
• Work Life Balance – We want all our team members to have time to focus on themselves and their families. We offer a Monday - Friday schedule, a generous vacation policy and a Life Balance Reimbursement Plan to support this.
• Community Involvement – We love to give back to our community, and we recognize that our team does too! We have a volunteer program in place to support our team members as they help the organizations’ they are passionate about.

Our Core Values & Diversity Focus

Our vision is to be the most admired benefits partner, and our core values and beliefs are:

• We believe in always doing the right thing.
• We believe that a remarkable service experience is possible.
• We believe in trusting one another as an operating philosophy.
• We believe that high performance teams deliver extraordinary results.
• We believe in building benefits technology that converts the complex to easy.
• We seek to empower, empathize, and respect our team members and our world.

Flores & Associates is proud to be an Equal Employment Opportunity employer. We do not discriminate based on race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. We are committed to diversity and are committed to creating an inclusive environment for all employees. This is not intended to be an all-inclusive list of job related responsibilities and requirements.