Commercial Lines Account Manager

JOB SUMMARY AND PURPOSE

The Account Manager, Property & Casualty position is crucial to the day-to-day operations and long-term goals of the Commercial Lines Department. The Account Manager provides daily support to the P&C Advisors and Clients. From servicing accounts, to processing claims, to retaining Commercial accounts and providing excellent customer service, the Account Manager’s responsibilities are equally varied and vital. A strong work ethic, ability to take on multiple responsibilities, and knowledge of agency procedures and standards are a must! This role directly impacts the revenue, service and customer experience goals of the organization.

ESSENTIAL DUTIES:

Consulting and Advising – Provide technical support to the Advisor and Sr. Account Manager; specifically, in analyzing client needs, coverage forms and quotations.

• Accompany Advisor on Prospect and Insured meetings as requested.
• Support Advisors: Process renewals in coordination with Advisor; review Client’s renewals, quote/issue/provide competitive options for Clients while still maintaining adequate coverages.
• Occasionally take the lead in renewal meeting with Insured to discuss strategy determination, marketing and carrier negotiations.
• Correspond with Advisor to obtain information or inform them of account status or changes.

Customer Relationship Management – Builds relationship with Insured and determine effective ways to service their account

• Act as liaison between Insured and insurance companies in order to independently resolve service problems.
• Correspond with Insured to obtain information or inform them of account status or changes.
• Responds to client’s needs in a timely, professional, helpful and courteous manner, regardless of client attitude.
• Strives to meet service standards in all circumstances.
• Follows up with clients to ensure that their needs have been met.
• Looks for ways to add value beyond clients’ immediate requests.

Customer Service and Support – Assistance and support of the ongoing needs and issues of each Insured.

• Assist in the customization of insurance programs to suit individual customers, often covering variety of risks.
• Process additional lines of coverage for accounts, when necessary, to increase retention and cover all clients’ personal risks appropriately.
• Processing applications for, changes to, reinstatement of, and cancellation of insurance policies. Reviewing insurance applications to ensure that all questions have been answered.
• Compile data on insurance policy changes. This can also include lapsed insurance policies to determine automatic reinstatement according to company policies, as well as analyzing retention strategies
• Confer with clients to obtain and provide information when claims are made on a policy.
• Change policy records to conform to insured party's specifications. Verifying the accuracy of insurance company records.
• Contact underwriter and submits forms to obtain binder coverage.
• Monitor insurance claims to ensure they are settled equitably for the both the client and the insurer.

Insurance Industry Knowledge – Demonstrates solid knowledge and ability, including competitive and customer trends, to strategically direct Clients and solve situations.

• Proficient in Commercial insurance marketplace (Property, Liability, Auto, Workers’ Compensation, etc.); carriers, underwriting requirements and the coverages they offer
• Continually develops industry knowledge by attending trade shows, seminars, conferences, etc.
• Identifies current industry trends.
• Understanding of contracts, carrier products, coverage forms and underwriting guidelines.

Insurance Marketing – Quoting and Application completion

• Complete applications in coordination with Advisor; submits applications to eligible and appropriate carriers; follows up to ensure timely receipt of quotations and policies

Payment and Billing – Payment and Billing of policies/coverages

• When appropriate, uses agency credit and collection policy in invoicing and pursuing prompt payments
• Request cancellations from the carrier according to agency standards.
• Prepares premium allocations for Insured, when needed.
• Calculates premiums and establishes payment method, if needed.

ADDITIONAL DUTIES:

• Attend meetings, seminars and programs to learn about new products and services, learn new skills and receive technical assistance in developing new customers.
• Perform other duties as assigned.

EDUCATION, CERTIFICATES, LICENSES, REGISTRATIONS and/or EXPERIENCE:

• Prefer bachelor’s degree, or an associate’s degree or equivalent, from two-year college or technical school
• High school diploma or equivalent is required
• Prefer a minimum of two years related industry experience and/or training
• Maintain a current Indiana Property & Casualty insurance license

SKILLS:

• Proficient in Microsoft Office suite of products and Adobe Acrobat
• Good understanding of all lines of commercial insurance coverage
• Understanding of contracts, carrier products, coverage forms, and underwriting guidelines
• Ability to read, analyze, and interpret industry policies and contract documents
• Ability to respond to common inquiries or complaints from customers or carriers
• Ability to write and prepare proposals for presentation and review
• Ability to effectively present information to insureds and carriers
• Ability to apply basic mathematical concepts such as percentages, addition, subtraction, multiplication and division
• Ability to think independently and critically
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to handle complex accounts
• Excellent oral and written communication skills
• Ability to perform duties in a high-pressured, fast-paced environment
• High degree of organizational skills
• Initiative, attention to detail and critical thinking
• Ability to prioritize and remain flexible
• Professional telephone skills and etiquette
• Self-motivated and able to work both independently with limited supervision and within a team

STARTING COMPENSATION:

Differs with experience.

The above statements are intended to be a representative summary of the responsibilities performed by incumbents of this job. The incumbent’s may be requested to perform job-related tasks other than those stated in this description.