Associate Account Manager

Job Description

Provides entry-level client outreach and servicing support while building foundational knowledge of the Retention Management Department during a 90-day probationary period. This role is intended to build foundational servicing knowledge and prepare team members for advancement into higher-level Account Management roles based on performance, tenure, and operational readiness.

Responsibilities

Outbound Client Outreach

• Conduct proactive client touchpoints via phone and text
• Schedule servicing appointments for Account Managers and Senior Account Managers
• Work assigned outbound lists daily including lapse and unpaid premium client outreach
• Document all outreach activity and client responses accurately in the client database

Text Triage & Client Support

• Assist with basic eligibility verification and servicing-related documentation review
• Provide general education regarding servicing processes and required documentation
• Monitor and respond to inbound client texts, triaging and routing appropriately
• Handle straightforward service requests including ID card requests, address updates, income updates, and 1095-A tax form distribution
• Take and document client referrals
• Verify and process client documentation submissions
• Transfer calls to licensed Account Managers for matters requiring plan-level decisions
• Monitor support email for client servicing requests and route accordingly

Queue & Operational Support

• Assist with inbound queue coverage during periods of high call volume as directed
• Support Account Managers with scheduling and administrative follow-up tasks
• Complete all assigned tasks and outreach activities within daily shift hours
• Adhere to all departmental KPI standards, attendance expectations, and coverage requirements

Retention Support

• Conduct follow-up outreach for unresolved servicing requests and retention-related touch points
• Assist with outreach campaigns related to unpaid premiums, renewal reminders, and eligibility documentation

Responsibilities may evolve to support departmental objectives, provided they align with the level and function of this role.

Qualifications

• Active Texas health insurance license in good standing, required at time of hire
• All remaining states TRIL operates in must be obtained within 90 days of hire
• Strong verbal communication and client-facing skills
• Ability to manage high outbound call volume with accuracy and professionalism
• Basic knowledge of health insurance products preferred but not required
• Reliable internet connection and home office setup (for remote positions)
• Ability to meet queue time, attendance, and performance standards
• Ability to learn and navigate multiple servicing systems efficiently

Skills:

• Strong phone and customer service skills.
• Ability to type a minimum of 35 words per minute.
• Proficient with Microsoft products.
• Excellent solution-oriented skills.
• Strong analytical and problem-solving abilities.
• Ability to multitask and prioritize based on client needs.
• Must be fluid and open to change.
• Home office setup: computer, secondary monitor, headset, working webcam, and reliable internet connection.

For years, TRIL has helped individuals and families access affordable health coverage with support that feels personal, approachable, and community-focused. As a minority-owned business, we’re passionate about serving communities that are often overlooked or underserved