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The Guardian Life Insurance Company of America

Account Manager, Washington, DC

The Guardian Life Insurance Company of America - Washington, DC

Account Manager, Washington, DC


Account Manager


Assume overall responsibility for managing ~150 Planholder/client accounts (100 - 999 lives) with the objective of ensuring that client satisfaction, persistency, growth, and profitability goals are achieved. Major responsibilities include servicing the account and building strong relationships with clients and brokers/consultants. Territories to be covered include Maryland, Washington, DC, and Virginia.

The Account Manager is the main contact for the client ongoing escalated service and relationship. They are directly accountable for client satisfaction and enhancing the client experience. The individual must work closely with their respective sales office to gain their buy-in for the account management strategy and position. A successful Account Manager demonstrates a strong customer service acumen, strong consulting/negotiation/leadership skills, deep product/maintenance knowledge (including plan designs, funding, banking, etc.) with a high degree of operational effectiveness. The position must balance the needs of the client with that of the business.

Principal Accountabilities:

If required, reviews RFPs and actively participate with the Sales Rep in finalist presentations - on an as needed base only.

During implementation the account manager needs to understand the sold case parameters up front so they can be engaged as necessary throughout implementation (less so on smaller end of market). Stays informed throughout the implementation so there is a smooth transition to the AM after implementation.

Collaborates with sales representative and coordinates and negotiates renewal for assigned cases with sales & underwriting; communicates clients' needs, issues, risks, and opportunities; prepares and presents renewal to client. Understands, interprets and can clearly deliver Claims Experience Reporting and data to clients

Collaborates with sales representative to identify up-sell/cross-sell opportunities on assigned accounts; builds re-enrollment strategies for their clients.

Segment clients based on size, profitability, broker relationship, develops appropriate service strategy and documented plan on assigned A & B accounts. Act as escalation point for resolution of non-routine issues. Works directly with resolution team to identify root cause, and communicates resolution to client.

Understand client business, issues, and needs through required proactive face-to-face client visits (visits increase in larger market 500 ) and proactive phone contact; builds, maintains, and manages positive ongoing client relationship.

Provides continual education to client on Guardian processes, policies, and procedures, including web-site services and navigation - (aka Welcome Call with introduction of Administrative Kit). Keep client and broker/consultants apprised of product and service enhancements.

Responsible for oversight, monitoring and compliance with any performance guarantees on assigned cases.

Work closely with resolution specialist in CRU, underwriters, and other internal departments to facilitate smooth operational functions. Must maintain thorough knowledge of all service activities associated with assigned clients. Must present complete understanding of all issues to client to ensure a seamless client experience.

Serve as Subject Matter Expert to RGOs on service capabilities, policies, and procedures. Keeps RGOs and Management aware of competitive activity within assigned accounts area.

Utilize the best practices and follow SOPs. Also, identify internal process, policy, procedure or technology issues that may be adversely impacting client satisfaction. Work with Sales Field Manager to identify and implement solutions.

Contribute to and participate in departmental and organization-wide projects and committees designed to enhance service, improve efficiency, and improve knowledge.

Reporting Relationships

This position reports to the Regional Service Manager (interim, Jodi Leipold)

Functional Skills

Excellent communication and presentation skills

Excellent customer service soft skills

Strong consultative, negotiation, persuasion and influencing skills - sales orientation

Ability to build and maintain collaborative working relationships at all levels

Client focused

Relationship builder - collaborative

Open and honest communicator

Strong Facilitation and presentation skills

Planning and Organization skills, multi-taking

Take Personal accountability

Proven strong financial aptitude/analytical skills

Ability to adapt to change

Ability to work independently

Goal oriented: meet persistency goals, renewal goals, etc.

Computer proficiency in lotus notes, MS Access, Excel, Word and PowerPoint

Ability to represent Guardian in a professional manner


Solid knowledge of group insurance, products, contracts, and services

Thorough knowledge of financing methodologies and strategies (fully insurance, alternate funded)

Knowledge of underwriting principles and practices

Leadership Behaviors

Continuously strives to provide superior products and customer service

Expresses oneself in an open and honest manner

Demonstrates self-awareness and embraces feedback


Position Qualifications


BA or BS degree preferred. Will consider work experience equivalent.


At least 3 years of group insurance experience servicing accounts and/or account management

Demonstrated success in dealing with brokers/consultants

Demonstrated success is dealing with sophisticated clients

Other Requirements:

Travel to clients and brokers within territory up to 50% of time.

Must achieve required industry licensing within 90 days of date of hire and maintain license through completing Continuing Education requirements

In addition to the start of a great career path, we offer our employees:


Retirement and 401k

Paid parental leave and backup family care

Medical, dental, vision plans

Life and disability insurance

Vacation and Sick time

Wellness discounts

A work-life balance

We recognize the importance of a work life balance. We promote healthy lifestyles and flexible work arrangements for our employees.

The ability to work off campus

We have team members in a number of regional and satellite offices across the country. Our career paths and technology support flexible work arrangements for many roles, whether it be in one office, from home, or a combination of different locations.

Philanthropic Opportunities

Social responsibility is part of our mission. It stems from our corporate values of putting people first, doing the right thing, and holding ourselves to high standards. As a company and as employees, we are engaged in a variety of initiatives such as volunteering within our local communities, educational alliances with colleges, focusing on sustainability, and promoting diversity and inclusion.

Company Overview

The Guardian Life Insurance Company of America (Guardian), currently ranked #218 on the Fortune 500, is one of the largest mutual life insurers. As of December 31, 2017, Guardian reports $1.6 billion in operating income, $8 billion in capital, and $71.5 billion in assets under management. Guardian consistently scores high marks for financial strength from all four major credit rating agencies and enjoys a strong competitive position in its major businesses: life insurance, disability income insurance, annuities, investments, dental and vision insurance and employee benefits.

As a mutual company founded over 157 years ago, Guardian is owned by its policyholders. The company has paid dividends to policyholders every year since 1868 and the Company's 8,800 employees and 2,750 financial representatives are aligned with its mission to help individuals, families, and small businesses achieve financial security and protection. Guardian states its aspiration in the following way: To be the trusted mutual partner, delivering financial security how, when, and where our clients prefer.

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

25 days 8 hours ago

The Guardian Life Insurance Company of America

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Location: Washington, DC

Company Profile:
Keeping Our Promises At Guardian, we know that promises matter. We’ve been keeping ours for over 150 years. We’ve maintained our financial strength for more than a century and a half, despite the countless ups and downs of the economy, so we can meet our future obligations to the people and businesses that put their trust in us. See how our strength, vision, and values make Guardian a company you can rely on.