What are the responsibilities and job description for the Commercial Lines Account Manager position at Dexter & Company?
Job Summary
The Commercial Lines Account Manager is responsible for assisting clients with service needs and making changes to existing accounts, meeting service, and sales delivery standards, and performing essential functions to achieve the quality and service standards developed by the agency. This position will partner with Producers in the handling and processing of new and renewal commercial business and maintaining high service standards.
Duties And Responsibilities
At Dexter & Company, we are guided by our core values:
The Commercial Lines Account Manager is responsible for assisting clients with service needs and making changes to existing accounts, meeting service, and sales delivery standards, and performing essential functions to achieve the quality and service standards developed by the agency. This position will partner with Producers in the handling and processing of new and renewal commercial business and maintaining high service standards.
Duties And Responsibilities
- Provide exceptional customer service to existing and new clients, ensuring complete satisfaction.
- Maintain strong relationships with clients, prospective clients, and producers.
- Foster internal relationships and contribute to the development of a positive organizational culture.
- Prioritize development of new account plans for existing clients by designing placement strategies, evaluating risks, and proposing coverage recommendations.
- Process and prepare renewal reviews 90 days out, coordinating with the producer on marketing strategy and providing the renewal presentation to the producer 30 days prior to expiration for delivery to the insured.
- Initiate relationships with prospective clients.
- Manage day-to-day policy changes, handling of invoices, and document EPIC using clear, concise wording/notes for seamless concierge service to internal and external clients.
- Attend insurance company/vendor meetings, trainings, and functions to become familiar with their products and services.
- Practice effective time management, respecting both your own time and the time of others.
- Responsible for overall retention of accounts and assigned book of business by partnering closely with Producers and other personnel on all aspects of client service, marketing, and renewals.
- Develop new business from existing accounts and assigned leads and contribute to meeting departmental production goals.
- Identify and follow-up on cross-selling opportunities when appropriate.
- Oversee the preparation and implementation of all transactions, paperwork, and internal processing for assigned accounts.
- Manage, organize, and conduct client meetings when necessary and appropriately document conversations with clients and carrier representatives.
- Ensure the quality and accuracy of data in all computer systems and automated agency management systems and prepare reports for management as required.
- Acquire understanding of clients' insurance objectives and critically analyze and compare insurance plans to determine suitability, negotiating with Underwriters and carriers when necessary.
- Stay abreast of changes in the insurance industry and other external conditions that may impact clients by attending industry-related continuing education training and courses.
- Act as a consultant and make appropriate recommendations to clients in response to industry shifts and changes independent of Manager approval.
- Act as a liaison between clients and insurance carriers to resolve escalated, complex service issues that require policy interpretation and experience-based judgment to resolve and troubleshoot claims and billing issues.
- Promptly respond to all email and voice mail correspondence.
- Perform other duties and projects as assigned.
- Required
- Property & Casualty License
- 2-4 years of previous insurance account management experience
- Preferred
- Familiarity with Epic/Applied Agency Software
- Bachelor's degree
- Sound knowledge of rating procedures, coverage, and insurance industry operations.
- Full knowledge of insurance markets is essential.
- Strong PC skills, including proficiency in agency management systems.
- Ability to thrive in a fast-paced, changing environment and prioritize tasks effectively.
- Self-motivated with the ability to work independently and as part of a team.
- Excellent communication skills, both verbal and written.
- Strong interpersonal skills with the ability to interact effectively with colleagues, managers, clients, and insurance companies.
- Ability to maintain strict confidentiality and adhere to company policies and procedures.
At Dexter & Company, we are guided by our core values:
- Teamwork - We collaborate selflessly to achieve shared success, valuing diverse perspectives and supporting one another with trust and respect. We take accountability for our role within the team, contributing proactively, communicating openly, and prioritizing the collective goal over individual interests. We remain solution-oriented, addressing challenges with a constructive mindset and a commitment to progress.
- Integrity - We uphold the highest ethical standards in every decision and action, ensuring honesty, fairness, and transparency in all interactions. We take accountability for our choices, owning both our successes and failures, and consistently doing what is right-even when no one is watching.
- Professionalism - We set the gold standard in expertise, respect, and conduct, treating others as we wish to be treated while consistently representing our organization with excellence. We take accountability for our performance and behavior, ensuring that our words and actions reflect reliability, competence, and a commitment to continuous improvement.
- Superior Service - We go above and beyond to exceed expectations, anticipating needs and delivering outstanding experiences to clients and colleagues alike. We take accountability for the quality of our service, acting with urgency, ownership, and a relentless commitment to adding value in every interaction. We continuously seek innovative ways to improve, adapt, and elevate the service we provide.
- Service Beyond Self - We extend our commitment to Superior Service beyond our organization, actively engaging in efforts that strengthen and support our local communities. We take accountability for making a difference through volunteerism, philanthropy, and responsible corporate citizenship.
