Client Account Manager (Cobra Specialist) at Ascensus in Des Moines, Iowa

Posted in Management 3 days ago.

Job Description:


This position has the key responsibility of servicing and providing guidance to brokers, clients and their employees by delivering superior client service often working in an unsupervised capacity to meet strictly enforced deadlines. A critical position to the company's success, the Benefits Consultant will independently work with internal and external customers to provide consulting, regulatory details and support services to assist with understanding, implementation, and administration COBRA, Active and Retiree Billing programs.


  • Overall responsibility for maintaining client relationships by providing direction to the Operations & Benefit Counselors in their efforts to resolve client requests.

  • Serve as primary point of contact for assigned clients regarding COBRA and Billing -related issues such as compliance issues, status changes, reporting, eligibility etc.

Work with Internal Partners, Clients, Participants and Carriers to ensure accurate and timely response to all outstanding issues and that we are providing compliant COBRA administration.

  • Interpret client needs and directions to properly direct Accounting, Operations & Benefit Counselors to resolve issues and ensure regulatory compliance.

  • Identify process improvement opportunities.

  • Participate in implementation project and provide best practices and how Plan level decisions impact administration.

  • Coordinate Annual Enrolment process to ensure a timely and smooth administration process.

  • Provide detailed client feedback to Management team to aid in development of fee renewals.

  • Effectively conduct enrollment presentations to large and small groups of employees using PowerPoint and/or face to face communication - travel as needed.

  • On a scheduled basis, review with clients reports relative to any Service Level Agreement in place.

  • Develop effective business relationships with assigned brokers and clients through primarily telephone and email contact; as requested in-person meeting as required.

  • Keep current on plan provisions, existing contracts, plan documents and regulatory changes that may affect clients and services provided by HR Simplified.

  • Answering client COBRA regulatory questions.

Audit client level system setup and make participant level administrative adjustments during implementation and throughout administration.

  • Maintain regular communication with Manager of Operations for Accounts and COBRA and the Sales Team to keep them informed of all important matters concerning the clients' accounts to assist in the management of the current services and to assist in developing business and/or interest in additional services.

Develop and maintain effective relationships with Client vendors / data sources and carriers.

Inform clients of product compliance developments

  • Escalate items as needed to VP of Client Relations.

  • Prepare weekly reports for VP of Client Relations as directed.

  • Provide the very best customer service to internal/external customers

  • Other related projects or assignments based on business need.


  • Bachelor's degree or a minimum of 3 years COBRA administration experience preferred.

  • Advanced understanding of the key challenges in employee benefit plans, administration aspects, and regulatory compliance of Pre-Tax and COBRA plans.

  • Demonstrated relationship building skills.

  • Strong attention to detail and ability to multitask and prioritize workload.

  • Strong project management, communication and presentations skills.

  • Ability to work independently and as a part of a team.

  • Extensive experience with MS Word, MS Excel, MS Outlook and PowerPoint.

At Ascensus, we aspire to make a difference for others. We are a technology-enabled services company that helps people save for retirement, education, and healthcare through our network of institutional, financial advisor, and state partners. Our culture is guided by sound principles, is committed to high standards, operates with transparency, and welcomes diversity-housed within our Core Values: People Matter. Quality First. Integrity Always.

As a leading independent recordkeeping services partner, retirement plan third-party administrator, and government savings facilitator, we aim to hire associates who find pride in going to work every day knowing that they help more than 12 million people save for what matters.

Ascensus provides equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex, (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record or any other protected category in accordance with applicable federal, state, or local laws ("Protected Status").