LOCKTON TALENT ACQUISITION SCORECARD – EB ACCOUNT ANALYST

Mission

The Account Analyst is a foundational role where the incumbent learns the fundamentals of Employee Benefits. They work closely with Account Managers and Account Executives to execute on the client’s benefits strategy. They coordinate with clients, carriers, and internal teams, and are the first point of contact for client service related issues, carrier/vendor, or billing questions. The Account Analyst plays a critical role related to the renewal cycle, and proactively ensures the process is moving forward in the correct timelines. The Account Analyst always adheres to Lockton cultural values, and treats fellow associates, clients, and vendors with dignity and respect.

Job Outcomes

• Obtain performance pulse feedback of 3.0 or above for teamwork and productivity (indicating that team members consider associate work to be exceptional, and would choose to work with the associate on an ongoing basis).
• Accountable for the delivery and execution of the pre-determined renewal and marketing strategy.
• 100% retention of assigned client relationships (i.e. not being removed from a client).
• Accurate and timely delivery of monthly financial reporting to clients.
  • Monthly reporting for carrier claims within 2 days of report drop.
• Post Open Enrollment scorecard results in client satisfaction along the following dimensions:
  • Quality of Communications (assembly, building, presenting)
  • Effective delivery of OE meetings (if done).
  • Quality of the day 1 experiences (enrollments ready, card received, claims issues supported).
• Timely review of contracts, SPDs, and post-enrollment communication to Account Managers and Account Executives.
  • Plan documents to clients within 120 days of plan year start (no extension due to our issues).
• Accurate management of client data in BenefitPoint.
  • Onboarding for a new client within 30 days of BOR.
  
  

Job Competencies

Quality Orientation

Accomplishing tasks by considering all areas involved, no matter how detailed; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.

Actions: Follows procedures, ensures high quality output, and takes action.

Managing Work

Effectively managing one's time and resources to ensure that work is completed efficiently.

Actions: Prioritizes, makes preparations, schedules, leverages resources, stays focused.

Work Standards

Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

Actions: Sets standards for excellence, ensures high quality, takes responsibility, encourages others to take responsibility.

Collaborating

Working cooperatively with others to help a team or work group achieve its goals.

Actions: Contributes to goal accomplishment, asks for help and encourages involvement, informs others on team, models commitment

Earning Trust

Gaining others’ confidence by acting with integrity and following through on commitments while disclosing own positions; treating others and their ideas with respect and supporting them in the face of challenge.

Actions: Acts with integrity, discloses own positions, remains open to ideas, and values others.

Leveraging Feedback

Taking full advantage of opportunities to receive and explore feedback about own performance (from assessments, managers, co-workers, internal/external partners, or customers); responding favorably to feedback and using it constructively to take action to improve knowledge, skills, behavior, and impact on others.

Actions: Welcomes feedback, actively explores feedback, modifies behavior to improve impact

Continuous Learning

Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.

Actions: Targets learning needs, seeks learning opportunities, maximizes learning, applies knowledge or skill, takes risks in learning.

Building Customer Loyalty

Meeting and exceeding (internal or external) customer expectations while cultivating relationships that secure commitment and trust.

Actions: Enhances the customer’s self-esteem, clarifies the customer’s situation, involves the customer, takes the “HEAT”, meets or exceeds needs, and confirms satisfaction.

Cultural Competencies

We Live Service! Providing the best solutions for our clients is fundamental to our business. This client focus means we act with integrity and as a trusted advisor. We learn our clients’ business and build partnerships. We always put our clients’ interests first.

We run at Lockton Speed! We make decisions locally, with a sense of urgency. We are responsive to clients, our teams and our partners. Be quick, but don't hurry! This means get it done right the first time with efficiency, speed, and most importantly quality.

We make it happen! There is no bureaucracy. We are open to solving problems in new ways. We are free to do the work that we love, take risks, while making responsible professional decisions. We value independence, new ideas, and informed opinions.

We have a passion for our work. We have high expectations for our self and others. We are intensely competitive, and aggressively pursue the best solutions. We are intentional in how we work, and use drive and grit and move through challenges. We thrive on difficult challenges.

It's Personal. Our relationships matter. We are in this together with our associates, clients, and communities. One team, where candid and straightforward interactions allow for proactive collaboration. We work through challenges, celebrate our successes, learn and grow.