Manager of Group Customer Care

Job Summary :

• The Manager of Group Customer Care oversees all aspects of group voluntary benefits insurance administration : new group onboarding, electronic data interchange (EDI), account management, claims customer service, billing, payment processing, coverage termination, and other administrative processes.
• This role ensures efficient administration of various group voluntary insurance products, leading a team dedicated to delivering exceptional service to internal stakeholders and external customers.      This role is responsible for the day-to-day operations within the group division, supporting customers through all phases of operations from implementation and file transfer setup to billing, payment processing, and ongoing account management.  The Manager’s key objective is to ensure the team provides comprehensive assistance and exceptional customer service that aligns with the company’s service standards and objectives.       Beyond operational oversight, the Manager of Group Customer Care must uphold Atlantic American Corporation’s Mission, Vision, and Values by fostering internal partnerships and demonstrating customer service excellence.
• Strong communication skills, both verbal and written, are essential, along with expertise in technology tools, analytics, and problem-solving.

A thorough understanding of group health and life insurance products, compliance requirements, and industry principles is critical to driving efficiency and service excellence.  Key Responsibilities :

Ensure timely and successful service delivery to internal and external customers.  Team Leadership :

Develop long-lasting, trusted-advisor relationships with plan administrators and key customer stakeholders.  Training and Development :

Ensure the team is equipped with necessary technical knowledge and customer service skills to exceed customer expectations.  Process Improvement :

Ensure accuracy, compliance, and efficient funds management.  Customer and Agent Support :

Identify and remediate issues.  Policy Support :

Ensure accuracy and compliance with underwriting guidelines.  Risk Management :