Commercial Account Manager

THOMPSON INSURANCE | COMMERCIAL LINES CLIENT SERVICES

Commercial Account Manager Page 1

COMMERCIAL ACCOUNT MANAGER

Commercial Lines Client Services

MISSION OF THE COMMERCIAL ACCOUNT MANAGER

As a Commercial Lines Account Manager, you are responsible for delivering proactive, accurate, and timely service across all client accounts. This role evolves beyond frontline support into full account ownership, including policy servicing, endorsements, exposure changes, audits, billing inquiries and renewal preparation. You will be handling quick transactions and frontline service tasks that keep the Senior Account Manager focused on higher-level client and revenue-generating work. This role emphasizes speed, accuracy, and first-call resolution. By combining strong technical expertise, efficient workflow management, and high-level client communication, this position ensures exceptional client experience while supporting agency growth and retention.

KEY RESPONSIBILITIES OF THIS ROLE

Client Interaction and Communication

• Serve as the first point of contact for incoming client calls and emails, screen them diligently, and handle any service tasks to support the Senior Account Manager and Account Executive team.

• Resolve service requests efficiently and independently whenever possible (certificates, billing guidance, endorsements within scope).

• Proactively communicate with clients to manage expectations through phone and email, including taking a proactive approach to customer service.

Policy Servicing and Transaction Management

• Manage endorsements, exposure changes, audits, and notices of cancellation (review, billing, and delivery).

• Handle vehicles, equipment, and driver changes.

• Process additional insureds, loss payees, mortgagees, and policy changes.

• Own the Onboarding stage of the Proactive Service Plan — welcome email, team contact sheet, and Indio invitation within 5 days of bind.

Book of Business Tiering

• Apply tier-appropriate service standards from the Book of Business Stratification framework: templated, near-automated cadence for Select accounts; personal 90-day outreach and named ownership for Middle Market accounts.

Certificates of Insurance and Evidence of Property

• Handle all basic certificate and evidence requests, including inbound requests and certificates at renewal, within designated time frames.

• Issue certificates of insurance, evidence of property and additional insured endorsements quickly and accurately.

• Review contracts and identify certificate requirements.

THOMPSON INSURANCE | COMMERCIAL LINES CLIENT SERVICES

Commercial Account Manager Page 2

• Ensure all certificates and service documents meet agency standards before delivery.

Documentation and Data Management

• Document all activity in Epic within required timelines.

• Manage the general email inbox, document, and handle tasks within your role; distribute emails outside your scope

to the appropriate team member.

• Maintain complete and accurate client records.

• Relentlessly update contact information during every client interaction.

Administrative Support

• Manage daily printing, scanning, and faxing tasks for the Commercial Lines team.

Billing and Payments

• Address basic billing inquiries (where to pay, who to pay, what to pay) and escalate complex questions to the

Senior Account Manager.

• Encourage clients to opt for Electronic Funds Transfer (EFT) or Pay in Full payment options.

• Call on late payment notices three days before cancellation to mitigate risks.

Collaboration and Team Support

• Order changes and loss runs from Senior Account Managers on carrier websites.

• Follow up with underwriters on pending transactions.

• Work closely with Senior Account Managers to offload tasks from their desks that fall within your role.

• Support and lead renewal preparation activities as assigned by your Senior Account Manager.

• Provide back-up support to your Account Manager pod partner per the Back-Up Coverage Guidelines.

• Other responsibilities and duties as assigned.

DESIRED OUTCOMES OF THIS ROLE

• High first-call resolution rate for routine client service requests.

• Fast turnaround time on certificates, endorsements, and ID cards.

• Organized, accurate renewal preparation that keeps your Senior Account Manager ahead of deadlines.

• Maintain accurate client records in Epic.

• Consistent execution of tier-based service standards across your assigned book.

• Positive client feedback and measurable improvement in efficiency for the Commercial Lines team.

REPORTING STRUCTURE

This position reports directly to the Director of Client Services, Commercial and assigned Senior Account

Manager(s) and is assigned to one of the two Commercial Lines service pods (see Team Structure & Back-Up

Coverage Guidelines).

THOMPSON INSURANCE | COMMERCIAL LINES CLIENT SERVICES

Commercial Account Manager Page 3

SCORECARD METRICS

KPI

Target

How It's Measured in Epic

Service Turnaround Time

95%

Activity report — Date Closed minus Date Entered, filtered by AM & service code

Epic Documentation Speed

100%

Activity report — Date Entered vs. documentation timestamp, all codes

These are the two metrics tracked on the department Scorecard for this role — the vital few, not everything measurable.

ADDITIONAL PERFORMANCE INDICATORS TRACKED

Indicator

Goal

Date to Track

Method to Track

Policy Document and Change Request Accuracy

>98%

Monthly

File Review Audits

Inbox Management

Cleared Daily

Weekly

Email Audit

Tasks Completed (Volume)

25–40/day (avg)

Monthly

Activity Report

Open Activities Overdue

Minimal Backlog

Weekly

Activity Report

Continuing Education Progress

Ongoing

Annual

HR Logs

PRINCIPLES

• Address difficult issues professionally and quickly.

• Listen to learn and strengthen the agency.

• Maintain a positive, growth-oriented mindset.

• Persevere through the challenges of adopting change.

• Demonstrate ownership of agency goals through self-driven performance and a commitment to continuous improvement.

THOMPSON VALUES

Excellence

Bring energy, drive, and commitment to everything you do, take ownership of your work and actions, and strive for continuous growth.

Professionalism

Create positive experiences for clients and colleagues by putting service first, going the extra mile, and building relationships rooted in trust, integrity, and follow-through.

Agility

Stay flexible and adaptable by keeping an open mind to new ideas, perspectives, and challenges, and embracing change as an opportunity for growth.