JOB DESCRIPTION
RETAIL SALES ACCOUNT MANAGER
Reports To: Agency Success Manager
General Description:
The Account Manager is responsible for driving growth and retention of individual under-65, Medicare, and employer group benefits through proactive outreach, consultative selling, and exceptional ongoing service to existing and prospective clients. In this role, you will function as both a subject matter expert and primary point of contact for assigned accounts, ensuring clients clearly understand their options and remain confident in their coverage decisions. As a captive agent who works under the larger agency, you’ll receive support, training and an existing book of business along with looking to grow based on agency incentives.
Key Responsibilities:
- Serve as the primary internal contact for an assigned book of business, handling day-to-day questions and service needs for individual and small group clients (It could include some or all of our lines: group, under 65, Medicare, ancillary/voluntary lines).
- Proactively reach out to existing customers ahead of key milestones (renewals, open enrollment, life events) to review needs, present options, and secure timely decisions.
- Conduct needs-based consultations by mostly by phone, video, and email to recommend appropriate plan designs, carriers, and products aligned with client goals and budget.
- Willing to be in-person for key decisions and relationship development as needed.
- Deliver accurate quotes, proposals, and renewal options; explain benefit differences, network considerations, and cost impacts in clear, simple language.
- Assist customer and team with all enrollment, change, and termination paperwork, ensuring accuracy, compliance, and timely submission to carriers and internal systems.
- Support client retention efforts by monitoring satisfaction, resolving service issues quickly, and coordinating with internal teams and carriers to remove roadblocks.
- Maintain detailed, up-to-date documentation of all client interactions, opportunities, and activities in the agency management system.
- Stay current on carrier products, underwriting guidelines, network changes, and regulatory requirements impacting different lines of business.
- Collaborate closely with retail sales leadership, marketing, and operations to execute campaigns, share feedback from the field, and contribute ideas that improve the client experience.
- Meet or exceed agreed-upon activity, production, and retention goals (e.g., targets, new policies, cross-sell volume, and book-of-business retention).
- Adopt and live by the pillars that form our behavior: Mindset, Adaptability, Culture and Communication.
- Other duties as assigned.
Minimum Requirements:
- Active State of Michigan health and life insurance license (or ability to obtain within company-defined timeframe).
- 1–3 years of experience in health insurance, benefits, or a related client-facing sales/service role (retail, agency, or carrier).
- Demonstrated success meeting sales, retention, or production goals in a high-activity environment.
- Strong verbal and written communication skills, with the ability to translate complex insurance concepts into clear, client-friendly explanations.
- Comfort working primarily via phone, video, and digital channels while managing multiple tasks and priorities simultaneously.
- Proficiency with CRM and/or agency management systems and standard office applications (e.g., Outlook, Excel, Teams/Zoom).
Preferred Qualifications and Competencies
- Experience working with employer groups, decision makers, and HR/Benefits specialist within business, either in a retail insurance setting or supporting brokers/agents.
- Track record of building long-term, trust-based relationships with clients and internal partners.
- Strong problem-solving skills and the ability to exercise sound judgment with a high degree of autonomy and discretion.
- High level of personal accountability, responsiveness, and follow-through on client commitments.
- Team-oriented mindset with the desire to share knowledge, support colleagues, and contribute to a positive, customer service culture.
Physical Requirements:
Sitting and/or standing, reaching, bending, twisting, climbing, grasping, holding, pushing, pulling and/or lifting up to 15 pounds at times.
Environmental Conditions:
Office environment
Computer screens
Fluorescent lights
Marketing calls including but not limited to office environments, conferences, golf outings, restaurants, etc
Travel
THE ABOVE IS NOT INTENDED TO NOR BE CONSTRUED AS A LISTING OF ALL THE ESSENTIAL JOB FUNCTIONS OF THE ACCOUNT MANAGER POSITION
Job Type: Full-time
Pay: $52,087.00 - $85,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Southfield, MI
