Group Benefits Lead Account Manager

Job Description

Job Description

About Duncan Financial Group

Headquartered in Irwin, Pennsylvania – we help clients build and protect a better financial future. Our vision is to become the premier independent insurance and financial services organization that sets the standard for adding value to the lives of our clients, our employees, and our community stakeholders. At Duncan, we know that our greatest asset is our employees.   We offer a new standard of insurance and financial guidance that is unmatched in the industry. Family-run for over 45 years, our diversified professionals get to know the needs of every client to deliver award-winning service for all their insurance, wealth management, and accounting needs. Built on a solid foundation, our relationships last for generations.   Duncan Financial Group is quickly expanding both organically and through acquisition. With consistent and constant growth, we are continually seeking new talent to join us and continue to develop with us.

Group Benefits Lead Account Manager

Position Summary:

The Group Benefits Lead Account Manager is responsible for delivering exceptional client service while providing day-to-day leadership and operational support to the Group Benefits department. This role manages an assigned book of business while serving as a lead resource for Account Managers by promoting best practices, reinforcing department workflows, supporting escalated client issues, and assisting with training and development. Working closely with Sales Executives, carriers, clients, and internal departments, the Lead Account Manager ensures successful implementation, renewal management, client retention, and consistent service delivery while supporting operational excellence.

Key Responsibilities:

Client Relationship Management

• Manage client base by maintaining strong relationships and delivering exceptional client service along with responding promptly to client and employee inquiries.
• Coordinate resolution of client issues with carriers, vendors, producers, and internal departments.
• Escalate complex or sensitive issues appropriately while ensuring timely communication and follow-up.
• Maintain proactive communication with clients regarding outstanding requests and service activity.

Renewal Management

• Manage the annual renewal process for assigned clients, ensuring accurate underwriting information is obtained, and received timely.
• Prepare renewal spreadsheets, proposals, and presentation materials upon analyzing the renewal and options obtained.
• Participate in client renewal meetings and presentations along with supporting retention strategies. 
• Identify opportunities for additional products and services in partnership with Sales.
• Ensure all renewal activities are accurately documented in Applied Epic.

New Business Implementation

• Collect required client information, applications, and census data for new business.
• Prepare new business proposals, benefit comparisons, and plan summaries.
• Manage implementation including carrier submissions, timelines, and project checklists.
• Coordinate enrollment materials and employee communication.
• Ensure all implementation activities are accurately documented in Applied Epic.

Sales Support

• Support producers throughout the sales implementation and renewal process.
• Participate in prospect and client meetings as requested.
• Maintain accurate activity within agency sales management systems.
• Support cross-selling and referral opportunities through proactive client service.

Team Leadership & Operational Support

• Serve as the lead resource for the Group Benefits Account Management team including mentoring and ongoing development. 
• Assist Account Managers with complex client situations and carrier escalations.
• Ensure that department workflows, documentation standards, and service expectations are met.
• Identify opportunities to improve operational efficiency and client experience.
• Partner with the Director of Group Benefits Operations on departmental initiatives and process improvements.
• Promote collaboration and knowledge sharing across the department.

Compliance & Administrative Responsibilities

• Ensure client records, activities, correspondence, and policy information are current, including within Applied Epic.
• Conduct or assist with employee open enrollment meetings.
• Maintain current knowledge of insurance products, carrier updates, agency procedures, and compliance requirements.
• Support and ensure that clients are completing the necessary IRS compliance regulation reporting including PCORI, 1094/1095 and RxDC for Medicare.
• Complete additional duties and special projects as assigned.

Qualifications:

• Associate or bachelor’s degree preferred
• Active Life & Health Insurance License required
• Minimum of 5 years of progressive Group Benefits Account Management, Employee Benefits, or related insurance experience; level-funded plan experience preferred
• Demonstrated leadership, mentoring, or team lead experience with the ability to coach and support Account Managers while promoting accountability, collaboration, and operational consistency
• Strong knowledge of Group Medical, Dental, Vision, Life, Disability, and Voluntary Benefits, including marketing and renewal processes, carrier/vendor management, employee enrollments, eligibility, and COBRA administration
• Working knowledge of ACA, COBRA, ERISA, HIPAA, and other applicable employee benefits compliance requirements
• Experience utilizing Applied Epic or a comparable agency management system, Employee Navigator, Zywave, and Microsoft Office Suite (Outlook, Excel, Word, and PowerPoint)
• Excellent written, verbal, organizational, analytical, problem-solving, and time management skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Ability to travel approximately 10% within the state of Georgia
• Ability to pass a criminal background check, as permitted by law

Hours:  Monday-Friday, 8:30am-5:00pm (Hybrid Work Options)

Location: 15 Lenox Pointe Northeast, Suite A, Atlanta, GA 30324 (BenSource)

Benefits:

• Competitive Compensation
• Health Insurance Plans (PPO, HSA, Copay Options)
• Dental Insurance
• Vision Insurance
• Company Paid Disability Insurance
• Supplemental Insurance including Critical Illness, Accident, Legal, Pet Insurance
• 401(k) with Safe Harbor Match
• Paid Time Off 
• Paid Holidays

No Solicitation Notification to Agencies:  Please note that Keystone and our Partner Agencies do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, Keystone will not consider or approve payment to any third parties for hires made.