Commercial Lines Account Manager

Job Summary:

The Commercial Lines Account Manager I ensures customer satisfaction and client retention by delivering timely, consistent, and quality service. This position is responsible for managing a book of business by processing service requests, preparing submissions and proposals, reviewing quotations and policies, and ensuring the accuracy of all documents. The role provides high-quality client service and support, maintaining strong relationships with clients, carriers, and internal team members through timely and effective communication.

Areas of Work and Responsibilities:

Book Management

• Process all service requests.
• Prepare quality submissions to carriers on behalf of client or prospect.
• Review and analyze quotations received from carriers.
• Prepare professional and accurate proposals for presentation to our clients.
• Review endorsements for accuracy.
• Process premium audits and assist producer and clients in the event of a dispute.
• Prepare certificates of insurance.
• Perform contract review with respect to insurance requirements.
• Prepare and deliver timely binders and invoices upon binding of coverage.
• Secure premium financing when needed.

Client Service and Support

• Ensure customer satisfaction and client retention by delivering timely, consistent, and quality service and support.
• Prepare professional and accurate summaries for existing clients.
• Review newly issued policies for accuracy before delivery to clients.
• Build and maintain positive relationships with clients.
• Provide consistent, accurate, and timely communication to clients through verbal and written correspondence. Respond to all requests.

Communication and Collaboration

• Maintain positive relationships and work effectively with internal colleagues, insurance carriers, underwriters and marketing reps. to ensure smooth operations and client satisfaction.
• Follow-up in a timely and professional manner with all clients, carriers, and peers.
• Inform management of procedural, operating system and communication issues within the department in a timely manner.
• Maintain and prioritize workload in keeping with deadlines and team needs.
• Delegate and collaborate with assistant account manager(s) and ReSource Pro to meet deadlines and to maintain workload balance.
• Display a harmonious and cooperative spirit and promote company culture and values among peers.

Administrative Tasks

• Maintain client files in Epic and use Epic for processing all transactions.
• Use the agency management system to maintain client files, record quotes and policies, process policy transactions, schedule follow-ups and record claims.
• Maintain client files accurately and consistently documenting conversations, sending confirmations to clients, adhering to all other automation procedures.
• Utilize and leverage third-party vendors and AI tools (such as Resource Pro, Ask Broadstreet, and others) to enhance efficiency in data processing, proposal preparation, renewal comparisons, and various tasks that contribute to supporting the overall job function.
• Follow all policies and procedures.

Carrier and Industry Knowledge/Licensing

• Stay up to date on insurance products, legislative changes, and industry trends through ongoing education and training.
• Maintain certifications.
• Timely completion of continuing education for insurance licensing renewals.

Standards:

• Uphold the Agency's core values.
• Provide customer service experiences that embody LaPorte’s core values.
• Maintain a positive and respectful attitude with colleagues.
• Collaborate as a team to achieve department and company goals.
• Communicate clearly and frequently.
• Continuously expand knowledge of job-related programs and explore ways to improve.
• Demonstrate a growth mindset and a willingness to embrace change.
• Protect the confidentiality of all sensitive information.
• Follow all agency policies and procedures.
• Utilize digital tools to work paperless.
• Arrive on time and demonstrate dependability with good attendance.
• Attend and be on time for all meetings (virtual and in-person). When in virtual meetings, cameras should be on.
• Attentively use interoffice communication daily.
• To ensure seamless operations and adequate coverage, submit time off requests to management with advanced notice and notify team in advance of any planned time off.

Required Skills & Abilities:

• Excellent interpersonal and customer service skills.
• Strong written and verbal communication skills.
• Ability to resolve conflict, communicate feedback and negotiate with others.
• Ability to maintain confidentiality and handle sensitive topics.
• Highly organized, attentive to details, takes initiative, and demonstrates motivation.
• Excellent time management skills with a proven ability to prioritize tasks and meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to function well in a high-paced environment and remain calm while working under pressure.
• Proficient with Microsoft Office Suite or related software.
• Ability to work in a team environment, with a positive attitude and willingness to help.
• Ability to work successfully on several projects concurrently.
• Ability to learn and efficiently use multiple online systems.
• Ability to work independently with little supervision.
• Ability to take initiative and demonstrate motivation.

Hybrid Work Requirements:

• Adequate & quiet workspace.
• Fast and reliable internet service.
• Internet backup plan (i.e. location or hotspot availability).
• Ability to utilize the help desk to troubleshoot basic hardware and software issues.
• Adheres to company security and data privacy policies.
• Responsive and reliable during core business hours Pacific Time.
• Available for all in-person meetings and for working in the office when needed.

Education, Certifications and Experience Requirements:

• Minimum 5 years in Commercial Lines, holding a P&C licensein Oregon and other states as needed.
• Insurance certifications are not required but encouraged.
• Complete understanding of commercial lines insurance underwriting, coverage & rate analysis.
• College diploma or equivalent work experience.

Physical Requirements:

• Prolonged periods of sitting at a desk and significant keyboarding required.
• Must be able to lift up to 20 pounds at times.

Disclaimer/Notice: This job description is intended to outline key duties and responsibilities but does not encompass all tasks that may be required of the employee. Duties, responsibilities, and activities may be modified at any time, with or without prior notice.