Lead Associate, Client Management

The Business
Benefits Delivery & Administration

Individual Marketplace Service Line
Via Benefits individual marketplace offers more than a traditional group health plan or group Medicare Advantage plan. For employers and plan sponsors the individual marketplace helps with cost trends and utilization spikes, liability reduction and reduced administrative burden. Our Via Benefits individual marketplace has helped millions of people find and enroll in individual health insurance coverage. Via Benefits, our fully owned and integrated solution, ensures the individual health insurance process is seamless and worry-free for employers, employees, and retirees. 

The Role
Entry-level position within WTW’s Via Benefits client management team providing strategic relationship management and consultative services to clients. The Lead Associate will work within the Individual Marketplace service line and will serve as the account manager for clients of Via Benefits retiree services and programs. The key areas of this role include development and ongoing management of strong productive relationships with executive level client contacts. The ideal candidate will understand Via Benefits business model and internal operations or experience within the medical insurance or benefits administration industry. This role will require a client-centric mindset and be willing to rapidly learn to develop a consultative approach that can effectively partner with a variety of internal Willis Towers Watson associates including consultants, actuaries, and other client-facing associates to ensure client satisfaction.  The Lead Associate must be a subject matter expert in Medicare, Health Reimbursement Arrangements and the internal processes related to our business. This is a remote position, but must be within reasonable distance to our Draper, Utah or Richardson, Texas office.

Responsibility

• Retaining, growing, and managing large account portfolios, working with client management team
• Building credibility and maintaining trust by developing and implementing new solutions as the subject matter expert
• Demonstrating a consultative client approach, with an ability to recognize what actions will demonstrate strong partnership to the client base, by developing a deep understanding of the client’s needs and business issues to incorporate into wider solutions
• Consult on service, communications, and funding strategies to various levels of client management, including senior level human resources and C-suite representatives
• Commitment to rapidly become highly functional in Excel in order to prepare, analyze and present operational and financial data effectively to clients and consultants
• Analyze and interpret statistical reports and all other available benefits data directly or through internal or external partners
• Work closely with supporting areas to oversee administration, ensuring service delivery meets contract requirements
• Respond to customer needs and proactively identify potential customer concerns to ensure client satisfaction and retention
• Prepare, analyze and present reporting to both clients and internal partners
• Ability to work in fast-paced, high email volume environment with seasonal fluctuations in workload

Requirements

• Bachelor’s degree strongly preferred
• 5+ years of insurance industry experience related to servicing accounts 
• 5+ years’ experience successful managing an employer/client book of business
• Must have experience within healthcare benefits administration or medical insurance industry that has provided you knowledge of medical insurance and/or Medicare insurance products (Medicare industry knowledge is a huge plus)
• Must have a strong consultative approach to problem-solving and project management, and a desire to exceed client expectations at every turn
• Ability to build, maintain and manage multiple client relationships and projects at the most senior levels within client organizations and ensure quality deliverables.
• Ability to influence key stakeholders (internal and external) via formal and informal channels
• High level of business acumen
• Ability to coordinate teams across WTW segments
• Team-oriented and collaborative
• Availability to travel on an as needed basis
• Executive presence with polished and well developed oral and written communication skills
• Demonstrated ability to deliver strong presentation skills
• Microsoft office competency required (PowerPoint, Word and strong Excel skills a must)
• Experience with call center operations is a plus
• Experience with Pega, JIRA, Salesforce, SmartSheet, Confluence a plus
• State life and health license a plus but not required
• CEBS, GBA, PHR, CLUE or equivalent a plus but not required
• Funding concepts experience a plus
• Understanding of the regulatory environment of employee benefits plans

Willis Towers Watson is an EEO/AA Employer, M/F/D/V