Lead Account Manager

Job Description

PRIMARY OBJECTIVE:

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Independently manage a book of complex commercial insurance accounts, serving as a strategic advisor to clients and providing high-level oversight of service delivery, while leading internal coordination, and mentoring the service team, supporting agency growth and retention goals.

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REQUIRED POSITION QUALIFICATIONS/BEHAVIORS:

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• Possess and maintain Property & Casualty license.
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• Possess ACSR or comparable designation and be working to obtain AAI or comparable designation.
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• Strong working knowledge of commercial lines coverages.
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• Highly detail-oriented with strong organizational abilities.
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• Excellent written and verbal communication skills with a strong sense of urgency.
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PREFERRED POSITION QUALIFICATIONS/BEHAVIORS:

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• Five years of independent agency customer service experience.
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• Bachelor's Degree or equivalent experience.
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• Familiarity with carrier guidelines and underwriting rules.
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DUTIES & RESPONSIBILITIES:

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Responsible for account servicing needs directly with the client during the policy year, including but not limited to the following:

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Client Service and Communication:

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• Adherence to CRS Core Values, Code of Ethics and policies and procedures, including time standards.
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• Maintain accurate and complete client files.
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• Serve as the lead for client inquiries involving policy structure, coverage options, billing questions, and daily service.
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• Exercise discretion in setting service priorities and responding to emerging client needs based on business urgency.
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• Respond promptly to client inquiries, documenting communications and resolutions.
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• Exercise discretion when resolving client complaints or coverage and premium discrepancies.
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Policy Administration:

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• Issue and verify binders, certificates, endorsements, and policies.
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• Interpret complex policy language, audit outcomes, and carrier guidelines to assess compliance with contractual obligations.
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• Monitor policy expirations and renewal logbook to prevent coverage lapses.
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• Support invoicing and premium collection processes.
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Team Collaboration & Task Delegation:

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• Oversee task distribution across the service team; provide mentorship and direction to Account Managers and support staff.
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• Collaborate with team members including Second AM, Assistant AM, and others (Fusion First, Certificate Department) while delegating and overseeing:
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• Certificates of Insurance and Auto ID cards.
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• Endorsements /change requests.
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• Data entry (clients, applications, policy info).
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• Binds coverage as directed by the team.
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• Monitoring and processing cancellations.
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• Audit review, processing, follow-up, and collection.
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• Invoicing.
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• Assist with premium collection as needed.
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• Monitor policy expirations and renewal logbook to avoid any lapse in coverage.
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• Establish service priorities and escalation protocols for designated team members.
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• Identify inefficiencies in servicing workflows and recommend process improvements.
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• Participate in internal performance evaluations or workflow audits.
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• Other strategic duties as assigned.
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