Client Account Manager

Job description

Horace Mann is seeking an experienced and client-focused Client Account Manager to serve as the primary relationship and service partner for assigned employer clients within our Supplemental & Group business.

In this role, you’ll manage the client relationship across onboarding, enrollment, billing, renewals, and ongoing service—working closely with payroll administrators, business managers, agents, vendors, and internal partners to deliver a seamless client experience. You’ll also bring expertise in benefit administration programs, including Section 125 plans, flexible spending accounts, health savings accounts, and voluntary benefits.

The ideal candidate is a relationship builder and problem solver who takes ownership, anticipates client needs, and knows how to navigate complex benefit administration issues from identification through resolution.

Key Responsibilities

Client Relationship Management & Retention

• Serve as the primary point of contact for assigned employer clients regarding strategic and operational initiatives.

• Develop trusted relationships with payroll administrators, business managers, and other key client contacts through consistent and proactive communication.

• Manage required renewal and ongoing service activities to support client satisfaction and retention.

• Partner with internal and external stakeholders to resolve inquiries, discrepancies, and escalated concerns.

Client Onboarding & Benefit Administration

• Coordinate the onboarding of new Section 125 clients, including coordination of transitions from existing providers.

• Complete service agreements and facilitate enrollment activities.

• Ensure HealthEquity setup is accurate for applicable products and service fees.

• Provide support across benefit administration programs, including:

• Section 125 plans

• Flexible Spending Accounts (FSAs)

• Health Savings Accounts (HSAs)

• Voluntary benefit programs

• Benefit administration enrollment systems

• Process changes resulting from Open Enrollment and qualifying events throughout the year within applicable operating systems and client accounts.

Enrollment, Billing & Account Management

• Deliver accurate and timely enrollment files to clients and vendors.

• Monitor and maintain enrollment and billing activity, including premium reconciliation, adjustments, and discrepancy resolution.

• Ensure applicable Section 125 fees are invoiced monthly to school clients.

• Communicate clearly and professionally with payroll administrators and policy payors regarding enrollment, billing, reconciliation, and required follow-up.

Partnership & Issue Resolution

• Partner with agents, vendors, and internal departments to provide high-quality service and timely support.

• Serve as a liaison with HealthEquity, coordinating across partners to respond to inquiries and resolve escalated issues.

• Research complex client concerns and account discrepancies, maintaining ownership through resolution.

• Provide clear communication and appropriate follow-up to ensure clients and partners understand outcomes and next steps.

Process Improvement & Special Projects

• Identify opportunities to eliminate process gaps and redundancies while improving efficiency, accuracy, and client experience.

• Recommend solutions that strengthen operational processes and service delivery.

• Participate in special projects and take on additional responsibilities as business needs evolve.

Qualifications & Experience

Required

• High School Diploma.

• 5+ years of account management experience with a demonstrated record of delivering excellent client service.

• Expertise in benefit administration programs, including Section 125 plans, FSAs, HSAs, voluntary benefits, and benefit administration enrollment systems.

• Demonstrated ability to manage client relationships, coordinate service and renewal activities, and resolve escalated concerns.

• Experience maintaining accurate client account, enrollment, and billing information.

• Strong organizational, communication, problem-solving, and relationship-building skills.

• Ability to collaborate effectively with clients, agents, vendors, and internal business partners.

Preferred

• Bachelor's degree.

• Experience within the insurance industry or a third-party administrator (TPA) environment.

Skills & Competencies

• Client relationship management and retention

• Benefit administration expertise

• Enrollment and billing reconciliation

• Consultative problem-solving

• Issue and escalation management

• Strong attention to detail and accuracy

• Professional written and verbal communication

• Cross-functional collaboration

• Organization and prioritization

• Process improvement and operational excellence

• Ownership and accountability

Salary Range:

$57,500.00 - $79,100.00 annually + bonus

Salary is commensurate to experience, location, etc.
Horace Mann was founded in 1945 by two Springfield, Illinois, teachers who saw a need for quality, a

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