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The Account Specialist is responsible for supporting assigned small group dental and vision accounts through proactive client service, renewal coordination, issue resolution, and ongoing account management activities. This role manages day-to-day communication with brokers and clients, coordinates with internal departments, supports retention initiatives, and assists with renewal and upsell opportunities for groups under 100 enrolled members.

Communication / Client Support

Communicate internally and externally to support assigned accounts and ensure timely resolution of client needs
Respond to phone calls, emails, and client inquiries
Participate in client presentations and meetings (in person and via Teams)
Monitor assigned inboxes and requests through completion
Serve as a primary point of contact for assigned accounts

Inquiry Resolution

Support eligibility, claims, billing, and general account inquiries
Process requests for information and commission statement requests
Coordinate Broker of Record change requests
Partner with internal departments to resolve client issues and escalations

Billing & Enrollment Support

Provide invoice copies and assist with billing-related questions
Support enrollment inquiries and enrollment clarification requests
Coordinate with Eligibility and other internal departments to ensure accuracy of member information
Assist with open enrollment materials and scheduling requests

Renewal & Retention Management

Manage assigned renewal block for groups under 100 enrolled members
Review upcoming renewals and proactively engage brokers and clients prior to contract expiration
Conduct scheduled renewal outreach and account check-ins throughout the policy lifecycle
Coordinate renewal discussions, benefit reviews, and plan option presentations with internal departments and sales partners as needed
Identify retention and upsell opportunities based on client utilization, benefit usage, and market conditions
Assist with implementation of renewal changes and approved plan modifications
Maintain ongoing broker and client communication throughout the renewal process
Monitor market trends and competitive conditions impacting renewal strategy
Escalate renewal risks, client concerns, and retention challenges appropriately
Maintain accurate renewal tracking, documentation, and follow-up activities

Administrative / Operational Support

Maintain accurate records and update client profiles
Support account reviews, implementation activities, and internal projects
Assist with custom reporting and market turnaround requests
Support product, benefit, and pricing communications
Handle escalated issues within assigned block of business

Time management and prioritization
Attention to detail and accuracy
Problem-solving and critical thinking
Organization and multitasking
Customer service orientation
Cross-functional collaboration
Verbal and written communication skills
Ability to manage competing priorities in a fast-paced environment
Decision-making within established guidelines
Adaptability to changing business needs
Ability to learn and apply products, benefits, systems, and processes
Ability to work independently with moderate supervision
Ability to manage multiple accounts and communication channels simultaneously
Professionalism in client interactions and escalated situations

Behavioral:

Collegiality: building strong relationships on company-wide, approachable, and helpful, ability to mentor and support team growth.
Initiative: readiness to lead or take action to achieve goals.
Communicative: ability to relay issues, concepts, and ideas to others easily orally and in writing.
Member-focused: going above and beyond to make our members feel seen, valued, and appreciated.
Detail-oriented and thorough: managing and completing details of assignments without too much oversight.
Flexible and responsive: managing new demands, changes, and situations.
Critical Thinking: effectively troubleshoot complex issues, problem solve and multi-task.
Integrity & responsibility: acting with a clear sense of ownership for actions, decisions and to keep information confidential when required.
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Account Specialist at Avēsis