Group Account Support Specialist II

Job Summary
Under moderate supervision, the Business Solutions Regional Account Manager II manages the relationship of new and existing groups and associates. The Business Solutions Regional Account Manager II is accountable for customer satisfaction and quality execution of stated tasks throughout the process. Work will be observed and reviewed both during performance upon completion, and changes in procedures or exceptions to rules are explained in detail as they arise.

Responsibilities
Scope of the Role
The Business Solutions Regional Account Manager II is responsible for completing tactile tasks and completing assigned work duties that help drive the success of the organization.

The Business Solutions Regional Account Manager II will have the ability to communicate effectively, collaborate with internal and external contacts, meet deadlines, organization and time management, and the ability to maintain autonomy while working on projects and duties. As breadth of knowledge increases with experience, the Business Solutions Regional Account Manager II may become eligible to transition to the next level of Business Solutions Regional Account Manager IIII.

Administrative Account Management

Review and maintain LegalShield Group Accounts

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

Should be able to handle sensitive group accounts and be able to prioritize

Provide support to internal departments regarding group inquiries

Manage reports that require more in-depth research

Manage accounts and projects that require a deeper knowledge of processes and procedures

Assist with answering questions in teams for newer employees

Customer Support

Understand customer demands and expectations and meet these in a timely manner, always addressing any challenges or concerns the customer or associate may have regarding group business

Answer incoming calls, make outgoing calls to investigate and correct errors

Other duties as assigned by leadership

Education, Knowledge, and Experience

Exceeded performance expectation as Account Manager I OR Minimum of 5 years’ experience in a customer service role with call center experience

High school Degree Required

Familiar with accounting, billing, and payment type processes

Knowledgeable in Word, Excel, and PowerPoint

Good typing and 10-key skills, Required

Good written and verbal communication

Good phone and presentation skills

Effectively interact with users, peers, managers, and vendors

Requires an ability to handle multiple deadlines, provide a detailed-oriented, analytical, and organized approach to daily duties and relationship building with a high degree of confidentiality

Requires an individual with a positive professional attitude who can work as part of a team or individually

Requires the ability to work under pressure and quickly adapt to change

Requires a self-starter with a high level of initiative and problem-solving mindset

FLSA Status
This is a non-exempt position.

Physical Requirements/ Work Environment
The work environment characteristics and physical demands described here are representative of the employee’s encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The duties of this position are performed in a professional office environment. The employee routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms. The employee is frequently required to sit, stand, talk and hear. The employee can work at the computer or other sedentary tasks for extended periods. The employee can conduct duties discreetly and impartially. The employee has regular and predictable attendance and punctuality with the ability to work on critical business days as deemed necessary, including some evenings and weekends to ensure all business is processed. Travel is not required for this position.

Additional Information
Location:

Ada

Department:

9340 Business Solutions Sales Operations

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: humanresources@legalshieldcorp.com.

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