Commercial Lines Account Manager

Commercial Lines Account Manager

Mission of the CL Account Manager:

To serve and grow the book of clients assigned to you by providing extraordinary service, educating the customer, identifying revenue growth opportunities, and generating referrals. Account managers enhance the Agency’s relationships with our clients by being a go-to resource for insurance advice. An Account Managers mission is to help our insureds make the best decisions they can about their insurance protection and to make their experience as simple as possible at the Agency.

Primary Assignment: The primary role of an CL Account Manager is to manage and own the Commercial Renewal Process with our customers. The renewal process is the Agency’s opportunity to strengthen our relationship with our clients, and it’s critical we complete it at a high level.

Additional Role Assignments: Manage the customer experience throughout their daily interactions with the Agency. Provide frontline risk analysis and answer questions about policies and coverage as they come in (Phone, Email, Text).

• Review accounts when clients call in with questions and work to improve coverage both through endorsements and coverage increases.
• Provide outstanding inbound service on claims, billing questions, and endorsementsOwn complex service requests & risk analysis while working seamlessly with Account Techs to pass off basic service requests.
• Cross Sell by identifying account rounding opportunities and proactively pursue them
• Generate demand for coverages the client didn’t know they needed (i.e. commercial umbrella, cyber etc)
• Rewrites/ Non-Renewals own assigned rewrites and remarkets in the remarket pipeline.
• First notice claim reporting
• Assist with Audits as needed
• Own commercial remarkets
• New businessComplete Intakes and pass leads to the sales team per our process

When not possible, quote and sell policies via the new business process.

Assist Account Executives and Leadership team with providing exceptional service to our insureds as needed.

What does winning look like:

• Positive attitude in the office with team members, clients, and insurance carriers at all times.
• Actively seeks out and looks for ways to make the Agency shine to its customers, partners, and team members.
• Complete 100% of account reviews assigned to you each week. This includes reviewing potential discounts and coverage gaps
• Provide outstanding inbound service on claims, billing questions, certificates, audits and endorsements
• Work to manage clients’ expectations.
• Follow up via phone or email with clients
• Use every opportunity to confirm and update client contact information
• Educate clients on the benefits of using our agency
• Service Commercial Lines accounts in a manner so as to eliminate gaps in coverage, thus reducing E&O exposures
• Document the management system
• Follow agency service standards on follow up and follow through
• Work to increase and improve efficiency on a daily basis. This includes always finding ways to streamline processes, using technology tools to the fullest, and limiting general distractions
• Own the commercial renewal process by following the Agency standard process and looking to strengthen our relationship with our insured throughout the process.
• Working hand in hand with Account Techs and the PL team to hand off basic service requests so you can focus on Commercial business.
• Working hand in hand with Account Executives to field and assign service requests as needed to keep them prioritized on new business sales and prospecting.
• Excellent communication/organizational skills while handling clients and service requests.
• Counseling clients, determining their insurance needs, and assisting them in obtaining that coverage as simply as possible.
• Clearing suspense and due service tickets by 3pm on Friday
• Answering client questions, follow-ups, and delivering quotes that you have ownership of within 24 hours. (Providing updates to insureds and communicating timelines if this is not possible)
• High utilization of AgencyZoom, AMS360, and other technology.
• Participates in team training and CE with a positive attitude.

Principles:

• Address difficult issues professionally and quickly
• Listen to learn and strengthen the agency
• Be relentlessly positive with the team and see their potential when they cannot
• Outlast the suck of adopting change
• Be driven to achieve the agency’s goals

Critical Competencies:

Efficiency - Able to produce significant output with minimal wasted effort.

Honesty/Integrity - Does not cut corners unethically. Earns trust and maintains confidence. Does what is right, not just what is easy.

Intelligence - Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information.

Flexibility/Adaptability - Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.

Calm Under Pressure - Maintains stable performance when under heavy pressure or stress.

Enthusiasm - Exhibits passion and excitement over work. Has a can do attitude.

Work Ethic - Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard.

High Standards - Expects personal performance and team performance to be nothing short of the best.

Openness to Criticism and Ideas - Often solicits feedback and reacts calmly to criticism or negative feedback.

Listening Skills - Lets others speak and seeks to understand their viewpoints.

Communication - Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including emails.

Teamwork - Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.

Organized & Planning - Plans, organizes and schedules in a productive manner. Focuses on key priorities.

Follow-Through - Lives up to verbal and written agreements, regardless of personal costs.

Persistence - Demonstrates tenacity and willingness to go the distance to get something done.

Proactivity - Acts without being told what to do. Brings new ideas to the company.

Communication - Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including emails.

Persuasion - Able to convince others to pursue a course of action.

Feedback:

● Every 90 days you will meet with your manager to review any bottlenecks, ideas you have to improve and the objectives outlined in your job description.

● Each year you will receive a formal review.

Job Type: Full-time

Pay: $60,000.00 - $85,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave

Supplemental Pay:

• Bonus opportunities

Ability to commute/relocate:

• Colchester, VT 05446: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• How many years of Commercial Insurance do you have?
• Do you have property and casualty insurance license?

Work Location: In person

Salary : $60,000 - $85,000