Account Manager

The Hilb Group, LLC; Michigan; On-site; USD 52,000 - 75,000; Full time

Benefits offered by this job

Company Paid Life Insurance

Disability Insurance

Medical, Dental, Vision

401(k) with company match

Paid Time Off

Additional voluntary benefits

Job summary

The Hilb Group, LLC is seeking an Account Manager to join our Cheboygan, MI team in-office. You will lead front desk operations, manage scheduling and performance, and educate clients on Medicare options while ensuring HIPAA and CMS compliance.

You will build a sales-ready pipeline from referrals and community outreach, meet enrollment goals, and collaborate with Marketing on compliant events. Strong leadership and insurance experience are essential.

Qualifications

• High school diploma or GED required.
• Active state insurance producer license (Health; Life & Health preferred).
• Medicare certification: 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).
• Strong customer service and communication skills; ability to explain complex benefits simply.
• Proficiency with CRM/AMS systems and scheduling tools; CMS marketing/compliance knowledge.

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.
• 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.

Skills

Insurance sales

Medicare advising

Team leadership

Customer service

CRM proficiency

Communication skills

Time management

Education

High school diploma or GED

State insurance producer license

Medicare AHIP certification

Tools

Salesforce/CRM

EZLynx

Microsoft 365

Job description

## Account ManagerApplyremote type: In Personlocations: Cheboygan MItime type: Full timeposted on: Posted 30+ Days Agojob requisition id: JR100594**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.