Account Manager

Full-Time

Reports to: President

Work Location: Austin, Texas

 

Texas Legal is a nonprofit 501(c)6 legal insurance program founded in 1972 by the State Bar of Texas and the Texas State Legislature in an effort to better meet the legal needs of Texans. Members pay premiums into the program and are eligible to seek legal services from a network of Participating Attorneys at virtually no cost to them.

Texas Legal is presently seeking a Account Manager to work with the HR & Benefits contacts of existing groups. Successful candidates will be excellent communicators, demonstrate initiative and drive, be proactive, strong public speakers, and work tirelessly to ensure the satisfaction of the clients. They’ll communicate regularly and proactively with internal stakeholders. They’ll be passionate about delighting and retaining customers. And they will ensure that organizational services consistently meet the customer needs.

Job Summary

The Account Manager will serve as a liaison between Texas Legal and its clients, being the primary point of contact for its clients regarding Texas Legal policies, procedures, services and programs.

Key Responsibilities

• Responsible for developing & maintaining existing customer relationships to ensure maximum satisfaction and retention levels.
• Identify opportunities for adding greater value and satisfaction to clients
• Host webinars or in person lunch & learns with participating attorneys
• Attend open enrollment, benefit meetings as exhibitor
• Capable of supporting multiple projects with competing priorities

• Responds to all customers inquires in a timely manner
• Recognizes and escalates any and all problems, client complaints or critical issues to management immediately
• Exhibit a professional and courteous demeanor at all times
• Communicate any problems or client complaints directly and immediately to the management for review and redress.
• Meet tight deadlines while keeping management apprised of status of assignments
• Maintain thorough documentation of any communication with clients and with other staff
• Identify and execute business strategies that contribute to the success of the key metrics of the position – retention, renewals, utilization, and opportunities for expansion.
• As applicable, assists in developing a marketing plan which includes target markets and analysis.
• Performs work by traveling independently or with a small team to customer locations.
• Other duties/special projects as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

• Strong organizational and administrative skills
• Strong written and verbal communication skills
• Detailed-oriented
• Demonstrate flexibility as it relates to handling multiple priorities
• Ability to professionally interact with clients, attorneys, and co-workers
• Willingness to take on added responsibilities and projects as requested
• Knowledge of company programs, services, and resources available to clients
• Ability to understand and follow company’s organizational policies and procedures
• Proficient in webinar platform
• Must be proficient in Microsoft Office programs

ADDITIONAL QUALIFICATIONS

• Self-motivated and effective team member
• Exceptional interpersonal skills
• Dynamic public speaker
• Effective problem-solving skills

EXPERIENCE & QUALIFICATIONS

• Three to five years experience in a similar position, preferably related in human resources, public administration, insurance, or voluntary benefits.
• Bachelor’s Degree in Marketing, Communications, Psychology, Public Administration, or similar strongly preferred.
• Spanish (Bi-lingual) (Preferred)

Texas Legal Employee Benefits

Texas Legal offers a robust benefit package with includes employer-paid medical & dental insurance as well as the following:

• Hybrid work environment (3 days in our southwest Austin office once training has been completed)
• 401K with a 6% matching contribution
• 16 paid holidays
• 20 days of PTO per year
• Elective Flexible Spending Account/Section 125
• Employer paid Health Reimbursement Account $1,000 per year
• Education Assistance Program $2,500 per year
• Employee Assistance Program
• Employer-paid Legal Benefit Plan, Identity Theft Protection and Financial Counseling
• Employer-paid medical, dental, vision, STD and LTD coverage
• Cancer, Critical Illness and other optional coverage’s available for employee purchase
• Direct Deposit
• Retention Bonus

Please email resume to Careers@texaslegal.org

Member Service Manager

Full-Time

Reports to: Vice President

Work Location: Austin, Texas

 

Texas Legal is a nonprofit 501(c)6 legal insurance program founded in 1972 by the State Bar of Texas and the Texas State Legislature in an effort to better meet the legal needs of Texans. Members pay premiums into the program and are eligible to seek legal services from a network of Participating Attorneys at virtually no cost to them.

Job Summary

The Member Service Manager is responsible for overseeing the day-to-day operations of our Member Service team while carrying out Texas Legal’s mission and vision.

Key Responsibilities

• Supervises the work of member service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
• Establish, implement and continuously evaluate the member service policies and programs for addressing member inquires to meet service quality goals
• Provides leadership, support and coaching to Member Service team members, emphasizing customer satisfaction, professional growth, collaboration, and mastery
• Develops and maintains a cooperative team atmosphere within Member Services and with other departments
• Serves as a role model when coaching employees on how to resolve complex member or attorney related issues
• Works with other departments, attorneys and members on complex issues to offer mutually acceptable alternatives to problems and complaints
• Manages member and attorney expectations in answering questions about policies and procedures
• Provides project management leadership on specific cross-departmental projects
• Collects data on member inquiries and service requests and conducts analysis to identify trends and recommend solutions
• Discusses job performance problems with employees to identify causes and issues and to work on resolving problems
• Performs skills planning and cross-trains direct reports to ensure sufficient back-up is in place
• Trains or instructs employees in job duties or company policies or arranges for training to be provided
• Recruits, hires, trains and manages performance of Member Service employees
• Evaluates employees’ job performance; recommends appropriate personnel action
• Serves as primary contact with other departments on process improvement and problem-solving efforts

Knowledge, Skills & Abilities

• Proven leadership skills with a minimum of 5 years supervisory experience
• Ability to think critically and be decisive while maintaining diplomacy and professionalism
• Requires excellent verbal and written communication skills to communicate with staff, members, and attorney providers via phone and written correspondence
• Maintain positive and cooperative working relationships with co-workers and other associates
• Work independently and within deadlines to carry out objectives with minimal supervision
• Ability to identify problems and research to find logical solutions, utilizing appropriate resources
• Prioritize responsibilities; multi-task varied and important matters simultaneously
• Demonstrated excellent computer skills and ability to work within Microsoft Products (Word, Excel, Access, etc.)
• Excellent customer service skills (friendly, courteous, and helpful)
• Detail oriented
• Ability to handle stress, pressure, and a fast-paced environment
• Bachelor’s degree required

 

Texas Legal Employee Benefits

Texas Legal offers a robust benefit package with includes employer paid medical & dental insurance as well as the following:

• Hybrid work environment (3 days in our southwest Austin office once training has been completed)
• 401K with a 6% matching contribution
• 16 paid holidays
• 20 days of PTO per year
• Elective Flexible Spending Account/Section 125
• Employer paid Health Reimbursement Account $1,000 per year
• Education Assistance Program $2,500 per year
• Employee Assistance Program
• Employer paid Legal Benefit Plan, Identity Theft Protection and Financial Counseling
• Employer paid medical, dental, vision, STD and LTD coverage
• Cancer, Critical Illness and other optional coverage’s available for employee purchase
• Direct Deposit
• Retention Bonus

Please email resume to Careers@texaslegal.org