Commercial Lines Account Manager

Summary

Analyzes and answers requests by mail, telephone, or in person from policyholders or internal production and marketing personnel for information concerning insurance policies by performing the following duties.

Essential Duties and Responsibilities Disclaimer: 

The duties listed are intended to describe the general nature and level of work to be performed.  This is not an exhaustive list of all responsibilities, duties and skills which may be required. 

50%  Client/Policy Services

Services Commercial Lines policies and builds relationships with insureds.

Responsibilities include:

• Maintaining direct communication and building relationships with insureds.
• Maintaining agency management database with current information and ordering corrections when necessary.
• Reviewing and invoicing policies and requesting changes.
• Obtaining updated underwriting information from clients.
• Analyzing quotes and finalizes proposals for accounts.
• Completing insured column of exposure analysis to serve the client.
• Generating summaries and proposals of coverage and reviews with Producer or client.
• Issuing binder, invoices, certificates and endorsements requests as needed.
• Keeping sales staff informed of delinquent accounts receivables.
• Assisting with file audits of smaller accounts.
• Documenting all correspondence, following up for necessary information updates at appropriate times, and keeping the client files organized and up to date.
• Maintaining compliance with all Commercial Lines service standards and procedures.
• Building relationship with insurance carriers. 
• Developing Producer and Service Manager confidence in job knowledge, judgment calls, and awareness of current industry trends and developments.
• Handling complex policy issues and finding resolution with minimal Producer/Service Manager involvement.
• Completing other duties as assigned by Producer or Service Manager. 

30%  Renewal Marketing

Markets groups with under $10,000 in revenue with no affiliation of a larger account and prepares formal renewal presentation.

Responsibilities include:

• Managing renewal time-line and renewal process.
• Working with clients for the purpose of gathering marketing data.
• Seeking opportunities for potential upselling of accounts including completing exposure analysis.
• Sending accounts to several markets for quoting including online quoting, if applicable.
• Reviewing, analyzing and comparing quotes vs. current coverage.
• Negotiating client renewals with carriers based on competitive information. 
• Providing analysis for the Producer.
• Preparing a formal proposal for Producers to deliver to customers. 
• Completing binding instructions.
• Completing issue instructions to companies and updating applications. 
• Completing renewal in system and with client including binders, certificates of insurance, billing, auto ID cards, etc. 

10%  Teamwork

Works together with team and with other departments, such as Marketing, Accounting, Claims, etc.; this includes discussing execution strategies with Producers.  Assists in training of new service team members.  Volunteers to back up and/or assist others as needed.  Special project as requested by Manager.  Manages PTO to work with departmental needs.

10%  Determination

Displays commitment and initiative to meet department and agency education goals as set forth in the organizations education program. 

Supervisory Responsibilities

Directly supervises 1-2 Account Manager Assistants. Responsibilities include assigning, and directing work to Assistants.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies: Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data. Continuous Learning - Seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others. Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others. Use of Technology - Adapts to new technologies; uses technology to increase productivity. Design - Demonstrates attention to detail. Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; works well in group problem solving situations. Project Management - Communicates changes and progress. Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; responds to requests for service and assistance; meets commitments. Communications - Expresses ideas and thoughts verbally; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods. Cooperation - Establishes and maintains effective relations; offers assistance and support to co-workers; works actively to resolve conflicts. Managing Customer Focus - Promotes customer focus; establishes customer service standards. Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions. Teamwork - Contributes to building a positive team spirit; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed. Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information. Business Acumen - Demonstrates knowledge of market and competition; aligns work with strategic goals. Ethics - Works with integrity and principles; upholds organizational values. Organizational Support - Follows policies and procedures. Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events. Personal Appearance - Dresses appropriately for position; keeps self well groomed. Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time. Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals.; completes tasks on time or notifies appropriate person with an alternate plan. Initiative - Undertakes self-development activities. Judgment - Includes appropriate people in decision-making process. Planning/Organizing - Prioritizes and plans work activities; uses time efficiently. Quality - Demonstrates accuracy and thoroughness; monitors own work to ensure quality.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

At least three years related insurance experience and/or training, preferably handling multi-line, large commercial accounts; or equivalent combination of education and experience.

Language Skills

Ability to read, analyze, and interpret complex documents, such as insurance policies.  Ability to respond effectively to inquiries or service issues from company personnel and/or clients.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to bring full resolution to issues with minimal Producer/Service Manager involvement. 

Computer Skills

To perform this job successfully, an individual should have knowledge of Database software; Internet software; Spreadsheet software and Word Processing software.

Certificates, Licenses, Registrations

Must hold applicable state insurance license or have the ability to obtain such within 90 days of employment.  Must be able to obtain insurance designations as set forth by the organization’s education plan. 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.  The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 The noise level in the work environment is usually moderate.