Essential Functions and Responsibilities:

• Lead service on assigned book(s) of business by managing internal resources and delegating work as appropriate with direction from the Client Executive (CE).
• Respond promptly and accurately to clients’ service needs.
• Serve as the day-to-day contact for clients on their insurance policy and coverage questions.
• Manage renewal process, marketing, and new business placement for assigned book of business with direction from CE as needed.
• Build and maintain strong relationships with clients and carriers.
• Maintain insurance knowledge and expertise.

Client Management/ Service

Responsibility or Duty:

• Provide client service for assigned books of business, including but not limited to responding to customer issues regarding policies, coverages, claims and accounting/billing.
• Analyze business exposure changes and contracts to determine coverage implications and recommendations, and communicate to client.
• Meet with Client Executive(s) on a regular basis to discuss workload, appointments, and weekly goals.
• Provide coverage review with Client Executive as needed.
• Process new and renewal policies in Epic, verifying requested coverages, and reviewing policies for accuracy.
• Order and process customer requests for policy changes, and perform any follow-up work.
• Prepare binders, certificates of insurance, cancellations, reinstatements and other related insurance forms required by customers.
• Take customer claim reports and follow up as needed.
• Create general correspondence to clients and related interests.
• Process special functions as needed by client. These duties may include creating premium breakdowns, loss analysis reports, composite rate analysis, dividend calculations, and researching coverages.
• Assists in handling carrier inquiries.
• Occasionally meet with customers when necessary. This may involve traveling to a customer's place of business to deliver items of urgency.
• Review and monitor daily follow-up activities.
• Introduce and provide support on technologies for client, including but not limited to certificate management system, client portal, and digital renewal application software.

Marketing

Responsibility or Duty:

• Work with Client Executive(s) on new business and renewals to determine if marketing renewals and market selection.
• Prepare applications and related information for submission on new and renewal business, based on information provided by CE or client. Create submissions to applicable markets and work with underwriters to receive quotes.
• Review quotes and compare coverage forms with Client Executive as needed.
• Prepare proposals for new and renewal business, meeting deadlines relating to appointments and policy expirations.
• Assist in cross selling by offering additional coverages to clients and referring clients to personal lines and employee benefits.

Billing and Accounting

Responsibility or Duty:

• Invoice agency policy premiums.
• Prepare premium finance contracts and company financing forms as needed.
• Assist CEs in reviewing aged accounts receivable and assist in collection process.
• Reconcile company accounting discrepancies.
• Create premium breakdowns and paid receipts.

Other Responsibilities and Authorities

Responsibility or Duty:

• Organize and prioritize workflow pertaining to assigned book of business.
• Participate in meetings and assist in the development of new procedures to help streamline workflow and efficiency.
• Understand agency policy and procedures, customer service standards, and comply with Employee Manual and Office Manual & Procedure Guide.
• Maintain professional skills with continuing education for further development and understanding of property/casualty insurance agency system.
• Comply with company binding authority guidelines.
• Maintain efficient, and positive relationships with CEs, other agency staff, clients and carriers.
• Perform other duties as assigned.

Required

Required

Preferred

Preferred