Why work with us?

The North American branch of Generali Global Assistance offers a diverse and inclusive work environment while employees work towards making real difference in the lives of our clients. As an Organization, we pride ourselves with offering white glove service while being mindful of corporate responsibility and our environmental footprint.

Employees enjoy a plethora of benefits to include:

• A diverse, inclusive, professional work environment
• Flexible work schedules
• Company match on 401(k)
• Competitive Paid Time Off policy
• Generous Employer contribution for health, dental and vision insurance
• Company paid short term and long term disability insurance
• Paid Maternity and Paternity Leave
• Tuition reimbursement
• Company paid life insurance
• Employee Assistance program
• Wellness programs
• Fun employee and company events
• Discounts on travel insurance

Who are we?

Generali Global Assistance is proudly part of the Europ Assistance Group brand and our products utilize a number of corporate and product brands. The brands for our North American team include the following:

• CSA: US travel insurance brand for retail and lodging partners. Learn more here.
• Generali Global Assistance (GGA): The primary Corporate brand in the United States for our travel insurance, travel assistance, identity and cyber protection, and beneficiary companion products. Learn more here.
• GMMI: the industry standard for global medical cost containment and medical risk management solutions. Learn more here.
• Iris, Powered by Generali: identity and digital protection solution. Learn more here.
• Trip Mate: US travel insurance brand for tour operator, cruise and airline partners. Learn more here.

What you’ll be doing.

Job Summary:

This position is the primary interface between the Company and its customers and is responsible for client retention and profitable growth of existing clients. This position reports to the VP of Business Development. The focus of this position will be on management of assigned clients and supervision of the Client Service Coordinator team. This includes hiring, coaching and mentoring team members, and implementing strategies to enhance customer satisfaction and retention. The Client Service Account Manager role also involves collaborating with management to develop and refine procedures for continuous improvement and is accountable for efficiency and quality assurance of procedures.

To be successful in this role you must exhibit robust leadership abilities encompassing various aspects such as collaboration, decision-making, empowerment, problem-solving, and adept management of a team. A commitment to continuous improvement is also necessary for optimizing service delivery and meeting evolving customer expectations.

The Client Service Account Manager will work closely with other KAMs and Senior Account Managers to support the business, including back-up solutions during time of absence and back-up training. The position requires travel to visit existing and potential clients.

Principal Duties and Responsibilities:

• Responsible for supervision of the Client Service Coordinators.

• Ensures that Client Service Coordinators are handling customer issues and requests timely and effectively, following proper procedures as detailed in performance guidelines and Best Practices, and according to the Quality Objectives.
• Coaches and develops Client Service Coordinators, focusing on product knowledge, processes & procedures, and related customer service skills.
• Provides leadership support and back-up in the absence of other Account Managers.
• Assists in the interview process and hiring of new team members.
• Writes and delivers performance reviews for direct reports and provides measurable benchmarks and goals for each team member.
• Responsible for timecard management of team members, including time off requests.
• Is responsible for general oversight and adherence to Company Policy.
• Identifies client trends based on analysis of client activity, compares to targeted volumes / revenue, and develops strategic plans for each account to increase margins and retention by proposing account optimization, cross selling and upselling that can exceed annual targets.
• Demonstrates understanding of contractual agreements between GMMI and assigned clients. Has full knowledge of up-to-date executed contracts, tracks key dates and acts where needed.
• Reviews pending accounts receivable monthly and leverages client relationship to collect all accounts receivable within 30 days.
• Provides consultative view and guidance to assigned clients related to their products and customers.
• Conducts annual review with each client and holds semiannually or quarterly business review meetings. Supports efforts to obtain client approvals and responses for NPS survey.
• Establishes a renewal/retention strategy for all assigned accounts and ensures its flow and communication to all external and internal stakeholders.
• Owns and manages pre-tender and tender process for each account renewal, collecting all relevant data and building storyboard for renewal articulating future vision for each client.
• Monitors account performance versus budget targets and identifies strategies to leverage high performing accounts and resolve budget gaps in others.
• Engages actively with all internal functions that support client management, including but not limited to operations, claims, legal, compliance and IT to provide guidance regarding contractual compliance and client expectations.
• Responsible for building, maintaining, and recording knowledge about assigned accounts in VCC and CRM to ensure that client information is accurate and available when required, including updates to the client specific procedures.
• Executes reports required for the management of client activity, accounts receivable and operations management to share with client per SLAs or as agreed to by the company.
• Demonstrates ability to negotiate and engage in contractual conversations with clients.
• Embodies our company credo (CARE / Accountability).
• Understands and complies with GMMI / Generali Policies and Procedures.
• Manages client complaints and supports problem solving and implementation of solutions.
• Supports management in the budgeting, tracking, and forecasting process for assigned accounts and revenue growth goals.
• Meets annual goals set in the budgeting process related to Account portfolio growth and revenue as well as for satisfaction, profitability, and values per ISO P-501.
• Monitors operational resource allocation on Assigned Clients in alignment with operation to maintain standardized processes between clients.
• Ensures that all costs for any special services are recorded, invoiced, and paid by the client.
• Obtains authorization from management for any adjustments of GMMI fees.
• Sends monthly (or regular) summary of savings to client.
• Shares best practices with colleagues to maximize company growth and profitability.
• Performs ad hoc quality control reviews on active cases.
• Responds to escalated calls and provides resolution to issues and concerns of customers and insureds, has the organizational ability to escalate the issue to upper management as required.

Required / Desired Knowledge, Experiences and Skills:

• Three years or more of proven supervisor or account management experience in products and services required; either within GMMI or in an equivalent position within the industry.
• Proven track record of client retention and upselling existing client accounts.
• Strong business acumen, with the ability to define the problem statement, pinpoint the current position, collect the relevant data, establish facts, and draw the right conclusions.
• Education or prior experience in healthcare and/or relevant insurance field.
• Excellent verbal and written communication skills in English and German.
• Excellent interpersonal skills to interact positively with clients, providers, and professional staff.
• Must be able to represent the organization in a professional and knowledgeable manner.
• Questioning and active listening – the curiosity to understand how a client’s business works and how we can help.
• Quality approach to customer experience – strive to always deliver a high-quality experience.
• Team player – understands the needs and contribution of all internal stakeholders, listens to others and takes coaching feedback positively.
• Ability to develop and maintain positive, constructive working relationships with others.
• Advanced PC skills, including Document and File Management, Spreadsheet, Presentation and Contact Management applications.
• Ability to work under deadline/pressure to complete complex requests and manage multiple tasks in a timely manner.
• Negotiation skills – desire and insight to find win-win negotiation outcomes for client accounts.
• Flexible and adaptable approach to fast changing situations and comfortable with ambiguity.
• Strong focus on outcomes and results – works effectively to achieve goals.

Education/Certifications:

Requirements:

• High School Diploma required

Preferred:

• Bachelor’s degree in business management, healthcare or related field.

Travel Requirements:

• 25% National and international travel will be required to meet with assigned clients.

Where you’ll be doing it.

This is a hybrid role based out of our Pembroke Pines, FL office. As a hybrid role, you will be working onsite 2-3 days a week and working from home 2-3 days a week.

When you’ll be doing it.

While there is some flexibility in the hours, this position will be Monday-Friday during regular business hours (approximately 8:00am-5:00pm). Occasional overtime may be required according to business need.

Apply today to begin your next chapter.

Don’t meet every single requirement? At Generali Global Assistance, we are dedicated to building a diverse, inclusive and enriching workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

California Residents - Privacy Notice for California Residents Seeking Employment with Generali Global Assistance is available here: https://us.generaliglobalassistance.com/privacy-notice-for-california-residents-seeking-employment/

The Company is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any classification protected under federal, state, or local law is a violation of our policy. Equal employment opportunity is provided to all employees and applicants for employment without regard age, race, color, religion, creed, sex, gender identity, gender expression, transgender status, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, sexual orientation, national origin, ancestry, ethnicity, citizenship, genetic information, marital status, military status, HIV/AIDS status, mental or physical disability, use of a guide or support animal because of blindness, deafness, or physical handicap, or any other legally protected basis under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, classification, placement, promotion, termination, reductions in force, recall, transfer, leaves of absences, compensation, and training. Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of Human Resources. The Company will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. All Company employees are responsible for complying with the Company’s Equal Opportunity Policy. Every employee is to treat all other employees equally and fairly. Violations of this policy may subject an employee to disciplinary action, up to and including termination of employment.