Carrier Specialist

The Carrier Specialist serves as a trusted partner and advocate to support the ongoing financial and operational governance for carriers corresponding to our current client portfolio. This role will be responsible for assisting internal resources in collaborating with our carrier partners to increase satisfaction, retention, and overall value.

This individual will seek to understand the complexities of these relationships and will closely partner with the Strategic Account Advisor, Carriers (SAA Carriers) and assigned Channel Enablement resource to ensure effective management. In addition, this individual will become familiar with our carrier-specific financial arrangements and will support the client teams, Sales Representatives, and Strategic Account Advisors and client teams in identifying, securing, and tracking revenue opportunities.

The Carrier Specialist is part of the broader Client Experience Team (CXT) and is expected to collaborate with other functions within CXT to deliver a consistent client journey that drives long-term relationships through our commitment to transparency, active two-way dialogue, and a service-first approach.

ESSENTIAL DUTIES AND RESPONSIBILITIES

·         Accountable for assisting with and maintaining operational governance model across all carriers.

o   Maintains Partner Status Report in conjunction with SAA Carriers resource to ensure awareness across internal stakeholders.

o   Responsible for creating and maintaining partnership logs, tracking carrier/client escalations, and documenting potential enhancement opportunities.

§  Tracks and reports new ARR for operations and finance leadership.

§  Partners with Finance to research and resolve carrier and client-specific funding issues in a consistent and documented process.

§  Partners with SAA Carriers resource to identify opportunities for adding value and ensuring alignment and awareness across internal stakeholders.

§  Documents internal data clean up opportunities and coordinates with client teams to resolve.

·         Serves as a Carrier Specialist.

o   Becomes well versed in carrier’s products and service offerings to support client teams and carrier contacts in resolving escalations.

o   Identifies, prioritizes, and resolves escalated carrier or client operational issues and concerns; coordinates with appropriate internal departments to provide response and/or solutions on day-to-day operational tasks.

o   Assists with documenting and tracking efficiencies corresponding to carrier integrations (E.G., data exchanges, SSOs, etc.), current and potential solutions, and funding arrangements.

o   Maintains strong operational governance relationships with internal and external resources under guidance from the SAA Carrier resource.

·         Performs other job-related duties as assigned.

REQUIRED SKILLS AND ABILITIES  

·         Polished and well developed written and verbal communication skills.

·         Demonstrated ability to build and maintain long-term collaborative and trusting relationships with internal and external parties.

·         Proven ability to recognize and anticipate issues; collaborate with internal and external resources to address challenges and issues.

·         Ability to balance competing priorities.

·         Comfortable analyzing and using data to make decisions.

·         Ability to flourish in a fluid, evolving growth company.

·         Ability to use appropriate interpersonal styles and methods to influence internal and external clients.

·         Demonstrates concern for meeting internal and external client needs in a manner that provides satisfaction and value/results for the client.

·         Demonstrated ability to build and maintain long-term collaborative and trusting relationships internally and with clients.

KNOWLEDGE, EXPERIENCE AND/OR EDUCATION REQUIREMENTS

·         Bachelor’s degree preferred but not required

o   In lieu of Bachelor’s degree, 5+ years of experience in benefits administration, consulting, or related field

·         Demonstrated experience using and demonstrating technology-based solutions.

·         Proven experience managing multiple clients, people, and deliverables effectively and efficiently.

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