Posted: 01/22/20242024-01-222024-03-16Employment TypeŒ:Contract to PermIndustry:FinancialJob Number: KE754026122
Job Description
General Purpose:
The Account Manager will be primarily responsible for the ongoing management of commercial and personal lines customers, retention of new and renewal customers, and maintaining a partnership with the Producer to support business development activities while upholding high service standards.
Essential Job Functions
This company expects their employees to promote an atmosphere of teamwork with other employees. Therefore, the following list of duties is not all-inclusive:
Responsible for the day-to-day servicing of our commercial/personal insurance customers providing outstanding customer service by communicating via email, phone and in person.
Determines appropriate customer service support for new and existing customers; responds to customer and carrier inquiries, maintains, and enhances the company’s relationships with existing customers by executing proactive and ongoing contact initiatives.
Promptly respond to policy coverage related questions from customers in accordance with agency standards and workflows.
Independently enters and maintains accounts/policies in Applied EPIC, reviews insurance policies and endorsements for accuracy; reviews contracts and special certificate of insurance requests for compliance and response to insured.
Uses specific industry training and knowledge to determine the needs of the customer and identify cross-selling opportunities; expands/rounds-out existing accounts by identifying potential gaps in coverage, recommending, and implementing proper coverage.
Proactively maintains partnership with the producer/VP of Operations by keeping him/her informed of pertinent information regarding the accounts and provides support and assistance for the development of new business.
Makes decisions regarding the resolution of all moderate and complex customer service problems: research and resolve coverage issues, audit issues, billing discrepancies in a timely manner.
Issue certificates, evidence of property, pending cancellations and reinstatement, interim reports, and other transactions, as required within agency guidelines, workflow, and standards.
Make changes to customer policies and add/delete coverage as requested by the customer in the customer management system as well as online or by communicating the insurance carrier or broker.
Ability to provide quotes to existing customers for additional coverage or new lines of business.
Ability to quality check and thorough review of all policies and endorsements received from insurance carriers.
Order corrections to policies and endorsements from the insurance carriers.
Assist the Producer/VP of Operations to manage the renewal process by reviewing upcoming expiring accounts and obtaining information from customers in accordance with agency standards and workflow guidelines to ensure timely renewal of all policies.
Determine reasons for requests for cancellations from customers and partner with the Producer/VP of Operations to save accounts in accordance with agency standards and workflow guidelines.
Maintain customer files within the agency management system and use the system to perform all transactions and file documentation according to established workflow and procedures.
Assist the VP of Operations/Producer in processing new business and renewals through application assembly, setting up files, assembling proposals, issuing binders I.D. cards, etc.
Keep up to date on insurance policy forms, coverage, rates, and underwriting appetite for insurance companies through bulletins and online communications.
Participate in seminars and other training and continuing education sessions to maintain required licenses and for knowledge, skill and leadership development, including seminars aimed at avoiding potential errors and omissions situations.
Other duties may be assigned to meet business needs.
Minimum Qualifications
3-5 years Independent Agency Experience
High proficiency in Excel, Microsoft Word and Outlook and other software applications such as PDF editing software, Docusign, Epay, and Zoom.
College Degree Preferred
Strong analytical skills and organizational skills.
Self-Starter who is able to work independently but also part of a team.
Excellent written and verbal skills
Proficient in agency Management Software- EPIC a plus
Property and Casualty Agent/Producer License required and in good standing.
Working Conditions
No hazardous or significantly unpleasant conditions.
Physical and Sensory Requirements
Finger Dexterity: Using primarily just the fingers to make small movements such as typing, using writing instruments, picking up small objects, or pinching fingers together.
Repetitive Motions: Using hands, wrists and/or fingers.
Talking: Especially where one must convey detailed or important instructions or ideas accurately, loudly or quickly.
Average Hearing: Able to hear average or normal conversations and receive ordinary information.
Average Visual Abilities: Average, ordinary visual acuity necessary to prepare or inspect documents or operate office equipment/machinery.
Physical Strength: Sedentary work. Sitting most of the time. Exerts up to 10 lbs of force occasionally.
Driving: Occasional
Mental Requirements
Ability to work and meet challenging deadlines and expectations
Job entails meticulous attention to detail. Must perform well with frequent interruptions or distractions
Ability to quickly adjust priorities, focus and direction as circumstances dictates
May work beyond normal duty hours, on weekends, and support other positions temporarily, when necessary
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