Commercial Lines Account Manager

Position Summary:

Provides prompt, accurate and courteous service to Clients, Producers, Account Executives and Company Personnel. The Account Manager is the primary contact for assigned accounts and works in conjunction with Producers and/or Account Executives to provide a full range of client services.

Essential Functions & Basic Duties:

This job specification may not include all the duties listed, nor do the examples cover all the duties that may be performed.

• Services Commercial Lines accounts as assigned and aids in collections in accordance with agency policies, procedures and service standards.

• Reviews all applications, policies, endorsements, cancellations and audits for accuracy.

• Delivers policies to the insured within the timeline required in the Commercial Lines Procedure manual.

• Sends policy binders to insured and company at least 7 days prior to expiration date. Binders must be delivered to clients the same day as issued.

• Requests new policy endorsements from carrier on same day as requested from insured.

• Processes and delivers endorsements within 15 business days of receipt from company. If endorsement is agency billed, the endorsement must be invoiced and delivered to the client within the month they are received.

• Processes all agency and direct bill audits within 5 business days from receipt of company agency billed invoices. Follow up for collection of agency billed audit premiums from clients.

• Issues certificates of insurance or auto ID cards same day requested.

• Renewal Process:

• Reviews renewals 120 days prior to expiration date.

• Prepares renewal applications based on information received from the client.

• Sends renewals out to market 90 days prior to expiration date.

• Reviews renewal marketing results 30 days prior to expiration date and prepares the proposal.

• Sends ID cards along with the binder 7 days prior to the policy expiration date.

• Invoices all agency billed premium bearing transactions prior to the expiration date of the policy, except in the case of audits as indicated above.

• Follows surplus lines procedure requirements including surplus lines letter to client with appropriate stamping of coverage document.

• Utilizes Worksmart to maintain documentation for all client transactions including but not limited to: phone calls to or from the insured, to or from the insurance company, discussions and instructions given by the producer; any and all documents (letters, e-mails, loss runs, etc.) that relate to a specific client.

• Fosters strong relationships with underwriters and carrier representatives and develops knowledge of carrier and underwriter administrative guidelines including online rating programs.

• Strives to return phone calls, voicemails and e-mails on same business day.

• Investigates and resolves matters of significance on behalf of management and the Client using independent judgment and discretion.

• Works with Producer or Account Executive in new production or renewal/proposal process; evaluates and communicates client’s service needs and exposure to loss, and informs Producers or Account Executives of all important activities on their accounts.

• Plays a critical role in new production and renewal marketing with responsibility for achieving successful marketing results that give L/P the best opportunity to compete for and retain existing accounts and write new business.

• Maintain Renewal and Expired Policy Lists to avoid any lapse of coverage.

• Provides mentoring to Commercial Lines Account Assistants and other new department Personnel.

• Assists in planning of long or short-term business objectives by seeking out new business opportunities through adding new lines of coverage and/or limits to existing clients, cross selling to other divisions, selling value added services and seeking referrals and cultivating relationships with new customers.

• Assists Accounting, Surety and Claims Department personnel as needed.

• Special projects as assigned.

• Responsible for maintenance of policy detail in AMS360, Work Smart and accurate file documentation.

• Follows all company and departmental policies and procedures.

• Participate in seminars and classes for skill and knowledge development.

• Performs other job-related duties as assigned.

Knowledge, Skills, and Abilities

Knowledge of:

• Commercial Lines Insurance Coverages and Products

• Basic computer skills at a proficient level

• Office procedures; methods, and equipment including computers and applicable software applications such as Microsoft Office, agency management/company software; spreadsheets, and databases.

Skilled In:

• Time management, organization and providing excellent customer service; active listening; developing inter personal and/or client relations, excellent verbal and written communications, and attention to detail to ensure document accuracy.

• Strong attention to detail with excellent organizational skills.

• Effective oral and written communication skills that are collaborative, helpful and professional.

Ability to:

• Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form; interface well and work collaboratively with all departments of the company and represent the company in a highly professional manner;

• Handle multiple priorities/assignments simultaneously, be flexible and adaptable to new ideas from fellow employees and management be proactive and assertive;

• Have a strong sense of ownership and willingness to take responsibility/accountability uphold the highest level of confidentiality.

• Demonstrate enthusiasm and a positive attitude.

• Be a self-starter who takes initiative to identify problems and lead by example.

• Build strong, constructive relationships with a diverse range of clients, and organizational partners to discover common goals for a positive experience.

• Professionally and positively interact with all coworkers, clients, and external stakeholders.

• Be a team player who collaborates and works well with his/her coworkers.

• Prioritize and plan work activities using time efficiently; problem solve through integrity, sincerity and discretion; identify required tasks, execute appropriately and follow tasks through to completion; manage multiple tasks at one time;

• Present a professional, clean, well-groomed appearance.

Education (or substitute experience) Required:

• Minimum 3 years’ experience in years of related customer service, broker and /or carrier experience or equivalent combination of education and experience required

• Completion of at least 3 CISR classes, minimum.

• Insurance designation of CIC, CRM, CRIS or any similar designations, preferred.

College degree preferred. High school diploma or equivalent is required. Insurance designation of CIC, CRM, CRIS or any similar designations.

Certifications/Licenses Required:

• Property and Casualty Agents/Broker license