Account Manager

Grow With Us! At Hilb Group, we recognize that our associates are our greatest asset. We promote a service-driven culture of high performance that encourages career and professional development. The Hilb Group is currently seeking a motivated and ambitious Account Manager to join our team. This position will report to our agency located in Cheboygan, MI. The ideal candidate will be motivated to succeed, is well organized, able to prioritize, and able to work well with a team. This is an in-office position.

Responsibilities:

• Lead & schedule the front desk team; manage coverage, breaks, PTO, and shift changes.

• Train, coach, and QA front desk performance (greeting standards, phone etiquette, message handling, appointment scheduling, CRM accuracy).

• Manage daily operations: lobby flow, guest experience, signage, opening/closing checklists, and incident reporting.

• Resolve escalations professionally; partner with operations for facilities and IT issues.

• Maintain compliance with privacy and security requirements (HIPAA/PII), document retention, and data entry quality.

• Track KPIs such as average call answer time, abandonment rate, first-contact resolution, and front desk NPS/C-SAT.

• Conduct compliant needs assessments and present Medicare plan options (Medicare Advantage, Medigap, PDP), plus ancillary benefits when appropriate.

• Complete sales cycle: education, plan comparison, SOA (Scope of

• Appointment), enrollment applications, follow-up, and onboarding.

• Maintain current certifications (e.g., AHIP and carrier-specific

• Medicare certifications) and adhere to CMS marketing and communications guidelines.

• Document all interactions accurately in agency management systems; maintain audit-ready files.

• Build pipeline via inbound leads, front desk referrals, community outreach, and relationships with providers/senior centers.

• Educate clients on key timelines (AEP, OEP, SEP), eligibility, and plan changes; provide compliant service and retention support.

• Meet or exceed targets for enrollments, retention, cross-sell/upsell, and client satisfaction.

• Partner with Marketing on compliant events, seminars, and campaigns.

• Assist with vendor/carrier coordination, supply management, and audit preparation.

Qualifications:

• Highschool or GED required

• Active state insurance producer license (Health; Life & Health preferred).

• Medicare certification: Current AHIP (or equivalent) and carrier certifications (or ability to obtain before start date).

• 1–3+ years in insurance sales, Medicare advising, or benefits; 1+ year team lead/supervisory experience (front desk, retail, call center, or customer service).

• Working knowledge of CMS rules, SOA, enrollment processes, and compliant marketing practices.

• Strong customer service and communication skills; ability to explain complex benefits simply.

• Tech proficiency: CRM/AMS (e.g., Salesforce, Applied, EZLynx),

• Microsoft 365, VoIP/phone queues, and scheduling tools.

• Background check and any required carrier appointments.

• Experience managing a team with measurable results.

• Local market knowledge of Medicare plans and provider networks.

• People Leadership: Coaching, scheduling, feedback, performance management.

• Sales Excellence: Needs-based selling, objection handling, ethical conduct.

• Compliance & Accuracy: Documentation, audit readiness, CMS/HIPAA adherence.

• Operational Rigor: Time management, prioritization across service and sales.

• Customer Empathy: Patience and clarity with seniors and caregivers.

Benefits:

• Company Paid Life Insurance, Long-Term and Short-Term Disability.

• Medical, Dental, Vision and FSA/HSA plans.

• 401(k) with company match.

• Additional voluntary benefits including Critical Illness, Accident Insurance, Hospital Indemnity and Supplemental Life Insurance, Legal and Identity Protection, and Pet benefits.

• Generous PTO.

• An awesome team of professionals!

The Hilb Group is an equal opportunity employer, and we actively support and comply with all applicable federal, state, and local laws prohibiting all forms of discrimination in employment. Additionally, we have a zero-tolerance policy for all forms of harassment in violation of federal, state, and local laws.