Customer Service Account Manager

Account Manager

Under moderate supervision, the Account Manager will handle a range of client inquiries, from basic to complex, regarding insurance policies written for Berkley Aspire and Berkley Connect trading partners.

This role is essential for maintaining client satisfaction and ensuring the smooth operation of the Customer Sales and Service Center and will be located in either our Scottsdale, AZ office with hours from 8:00 AM to 5:00 PM Pacific Time, or our Westchester, OH office, with hours from 11:00 AM to 8:00 PM Eastern Time.

The position will be evaluated based on customer focus, productivity, accuracy, thoroughness, ability to cross-sell/up-sell, and the ability to learn and apply new skills. As part of a dynamic team, the role requires high levels of collaboration and partnership. We seek a highly motivated, self-starting, and organized individual with a positive outlook and a natural drive to grow, problem-solve, and think creatively.

A successful candidate must possess a strong sense of ownership, accountability for their work, excellent problem-solving skills, and sound judgment.

Responsibilities include:

• Work closely with clients (insureds) and agents to service insurance policies written for Berkley Connect trading partners with Berkley sister companies.
• Serve as the primary point of contact for clients, agents, underwriters, and other internal partners who have placed business with Berkley Customer Sales and Service Center.
• Service multiple lines of admitted and non-admitted business including, but not limited to, General Liability, Property, Business Auto, Workers Compensation, Inland Marine, Commercial Umbrella, Excess Liability, Professional Liability, Pollution Liability, Product Recall, Directors & Officers, and Employment Practices Liability.
• Enter and maintain policy transactions in Berkley Connect's Agency Management System.
• Manage policy premium billings and accounts receivable.
• Develop the ability to answer both basic and complex inquiries.
• Handle all inquiries that require a license.
• Answer client questions via phone, email, chat, text, Self-Service Portal.
• Ensure compliance with Standard Lines and Surplus Lines regulations in the placement of Surplus Lines policies.
• Respond promptly and professionally to incoming phone calls, chats, emails, text, Self-Service Portal.
• Identify new possible risks through communications with insureds and pass that information to the correct internal partners (e.g., Underwriting)
• Cross sell/Up-sell potential and existing insureds
• Complete special projects assigned by management.

Qualifications include:

• Bachelor's degree or equivalent combination of education, training, or progressive experience.
• Three or more years of insurance experience.
• Two or more years of customer service or account management experience
• Property and Casualty insurance licenses are preferred or ability to obtain and maintain license.
• Excess and Surplus Lines experience is a plus. Willingness to obtain and maintain a license if needed.

Additional requirements include:

While performing the duties of this job, the employee is regularly required to be seated for sustained periods of time; be able to pick up, pinch, twist, or keyboard; must be able to communicate detailed or important information accurately; distinguish sounds at normal levels (with or without correction) and be able to receive detailed information orally. The employee is occasionally required to move about the office to accomplish tasks; ability to reach in any direction; raise or lower objects or move objects from place to place; and hold onto objects. Occasionally, the employee may need to move or exert force up to 10 pounds. The employee is regularly required to operate a computer and other office equipment (phone, copier, and printer).