Small Commercial Account Manager

Job Summary And Purpose

The Small Commercial Account Manager position is crucial to the day-to-day operations and long-term goals of the Small Commercial Department. The Account Manager provides daily support to the Select P&C Advisors and Clients. From servicing accounts, to processing claims, to retaining Commercial accounts and providing excellent customer service, the Account Manager’s responsibilities are equally varied and vital. A strong work ethic, ability to take on multiple responsibilities, and knowledge of agency procedures and standards are a must! This role directly impacts the revenue, service and customer experience goals of the organization.

Essential Duties

Consulting and Advising – Provide technical support to the Advisor; specifically, in analyzing client needs, coverage forms and quotations.

  • Accompanies Advisor on Prospect and Insured meetings as requested. Occasionally take the lead in renewal meeting with Insured to discuss strategy determination, marketing and carrier negotiations.
  • Supports Advisors: Process renewals in coordination with Advisor; review Client’s renewals, quote/issue/provide competitive options for Insureds while still maintaining adequate coverages.
  • Corresponds with Advisor to obtain information or inform them of account status or changes.

Customer Relationship Management – Builds relationship with Insured and determine effective ways to service their account

  • Acts as liaison between Insured and insurance companies in order to independently resolve service problems.
  • Corresponds with Insured to obtain information or inform them of account status or changes.
  • Responds to client’s needs in a timely, professional, helpful and courteous manner, regardless of client attitude.
  • Strives to meet service standards in all circumstances.
  • Follows up with clients to ensure that their needs have been met.
  • Looks for ways to add value beyond clients’ immediate requests.

Customer Service and Support – Assistance and support of the ongoing needs and issues of each Insured.

  • Assists in the customization of insurance programs to suit individual customers, often covering variety of risks.
  • Processes additional lines of coverage for accounts, when necessary, to increase retention and cover all clients’ personal risks appropriately.
  • Processing applications for, changes to, reinstatement of, and cancellation of insurance policies. Reviewing insurance applications to ensure that all questions have been answered.
  • Compiles data on insurance policy changes. This can also include lapsed insurance policies to determine automatic reinstatement according to company policies, as well as analyzing retention strategies
  • Confers with clients to obtain and provide information when claims are made on a policy.
  • Changes policy records to conform to insured party’s specifications. Verifying the accuracy of insurance company records.
  • Contacts underwriter and submits forms to obtain binder coverage.
  • Monitors insurance claims to ensure they are settled equitably for the both the client and the insurer.

Insurance Industry Knowledge – Demonstrates solid knowledge and ability, including competitive and customer trends, to strategically direct Clients and solve situations.

  • Proficient in Commercial insurance marketplace (Property, Liability, Auto, Workers’ Compensation, etc.); carriers, underwriting requirements and the coverages they offer
  • Continually develops industry knowledge by attending trade shows, seminars, conferences, etc.
  • Identifies current industry trends.
  • Understanding of contracts, carrier products, coverage forms and underwriting guidelines.

Insurance Marketing – Quoting and Application completion

  • Completes applications in coordination with Advisor; submits applications to eligible and appropriate carriers; follows up to ensure timely receipt of quotations and policies

Payment and Billing – Payment and Billing of policies/coverages

  • When appropriate, uses agency credit and collection policy in invoicing and pursuing prompt payments
  • Requests cancellations from the carrier according to agency standards.
  • Prepares premium allocations for Insured, when needed.
  • Calculates premiums and establishes payment method, if needed.

Additional Duties

  • Attend meetings, seminars and programs to learn about new products and services, learn new skills and receive technical assistance in developing new customers.
  • Perform other duties as assigned.

EDUCATION, CERTIFICATES, LICENSES, REGISTRATIONS And/or EXPERIENCE

  • Prefer bachelor’s degree, or an associate’s degree or equivalent, from two-year college or technical school
  • High school diploma or equivalent is required
  • Minimum of two to three years related industry experience and/or training
  • Maintain a current Indiana Property & Casualty insurance license

Skills

  • Proficient in Microsoft Office suite of products and Adobe Acrobat
  • Understanding of contracts, carrier products, coverage forms, and underwriting guidelines
  • Ability to read, analyze, and interpret industry policies and contract documents
  • Ability to respond to common inquiries or complaints from customers or carriers
  • Ability to write and prepare proposals for presentation and review
  • Ability to effectively present information to insureds and carriers
  • Ability to apply basic mathematical concepts such as percentages, addition, subtraction, multiplication and division
  • Ability to think independently and critically
  • Ability to define problems, collect data, establish facts, and draw valid conclusions
  • Ability to handle complex accounts
  • Excellent oral and written communication skills
  • Ability to perform duties in a high-pressured, fast-paced environment
  • High degree of organizational skills
  • Initiative, attention to detail and critical thinking
  • Ability to prioritize and remain flexible
  • Professional telephone skills and etiquette
  • Self-motivated and able to work both independently with limited supervision and within a team

Starting Compensation

Differs with experience.

The above statements are intended to be a representative summary of the responsibilities performed by incumbents of this job. The incumbent’s may be requested to perform job-related tasks other than those stated in this description.


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