Account Manager

Descriptive Summary

The Account Manager is a member of the Commercial Lines Department and assists in the production of new accounts and the retention of existing accounts. The incumbent is a member of the commercial service unit and ensures every customer receives prompt, efficient and high-quality service and provides support for producer/agency activities. Key stakeholders include the producers, CL team members and customers. 

Key Accountabilities

Ensure retention of customers by performing stewardship initiatives in partnership with the producer and commercial underwriting manager.

• Take initiative and strive to perform beyond VTC customers’ (external & internal) expectations to deliver an exceptional customer experience.
• Communicate and deliver the value that VTC brings to every customer.

Build and maintain customer relationships.

• Work in partnership with producer and other CSU members to manage existing accounts, respond to time sensitive needs with urgency and with the highest degree of care.
• Prepare/modify documents (analysis, reports, customer correspondence, etc.) in a manner that ensures timeliness, accuracy, and the highest quality of customer service.
• Prioritize tasks, possess attention to detail, achieve service standards, and meet deadlines.  Assist other CSU members as needed.
• Enable growth of agency revenue by securing new business through referrals, cross-selling, and up-selling.
• In partnership with producer or department manager, determine, document and perform an effective marketing process.
• Perform market selection, gathering additional information from producers and/or customers such as updated exposures, supplemental applications, and additional details regarding operations, etc.

Manage pre-renewal, marketing, proposal, and binding coverage process for assigned book of business.

• Effectively market and place commercial lines coverage for producers in the office and act as a resource as necessary. 
• Negotiate new and renewal terms and manage all market responses.
• Prepare proposals utilizing VTC standard format combined with carrier sell sheets and additional information as requested by producer.
• Secure (bind) Coverage with markets as appropriate.
• Research and analyze data relevant for developing and enhancing the customer’s insurance program and recommend appropriate coverage.

Foster effective working relationships within the team, with producers, carrier partners and across agency locations and departments in a manner that ensures overall agency success.

• Act as a mentor to Agency Service Representatives and other teammates as needed to aid in their development and that of the team with the goal of ensuring customers receive the highest level of service and the team performs optimally.
• Respond to endorsement, certificate of insurance, contract review or other referrals from the Agency Services Representatives as needed. 
• Assist other team members by providing back up during vacations or to manage workload at the direction of the manager.

Maintain knowledge of new developments or changes with carriers and new federal/state laws that may affect our customers’ insurance programs.

• Ensure all procedures and unified processes are followed.
• Maintain compliance with all company policies.
• Secure and properly handle all private/sensitive agency and customer information (medical, social security numbers, drivers’ licenses, financials, etc.).
• Perform data entry functions and ensure accuracy of agency management system and/or specific rating and underwriting systems.
• Input data schedules or import/export data schedules into agency management system.
• Pursue a program for professional and personal development

• Minimum 3-5 years of experience in commercial lines account management, preferably with complex or high-net-worth business accounts.
• Demonstrated ability to manage a book of business over $1 million in premium.
• Active Property & Casualty Insurance License (required).
• Proficiency in commercial coverages that can include but not limited to general liability, construction, property, transportation, builders risk, excess liability, workers comp, and specialty lines.