Client Advocate (Account Manager), Personal Insurance

Location : Concord, CA, Hybrid

The Account Manager has a primary responsibility for providing superior customer service to clients and carriers. Our first objective is to retain existing clients.

Responsibilities

• Field and respond promptly to client inquiries via phone, mail, and email in a professional and courteous manner.
• View every client contact as an opportunity to give our clients another reason to keep their insurance with us. Review exposures, loss experience, and current coverage.

Provide proactive solutions and recommend appropriate products.

• Follow department protocol for taking the next call in the queue, return calls promptly, and set clear expectations with the client.
• Document all communication with clients and carriers in a prompt manner. Records must reflect the most current status at all times.
• Look for new sales opportunities by cross selling and upselling coverage.
• Develop a strong working knowledge of our carrier websites and utilize the sites to secure accurate and timely information for our clients.

Strive to resolve all inquiries on the first phone call.

• Deliver complete and accurate account reviews according to procedures.
• Remarket accounts according to agency guidelines. Confirm that the client's current program is the best option and if warranted, provide other options to the client.
• Assume ownership of customer concerns and feedback until the resolution is successfully accomplished. Utilize good judgment.

Escalate problems to management as needed.

• Comply with all internal procedures and practices while demonstrating the ability to meet service performance and quality standards.
• Work as a team with your co-workers, producers, and department managers.
• Contribute to the team effort by openly sharing insurance knowledge with other employees.
• Take on additional responsibilities. Manage projects as directed by supervisors and managers.

SKILLS & ABILITIES

• Attained or in pursuit of a broker's license in state hired.
• Excellent organizational, communication, technology, and time management skills
• Excellent diplomacy skills to resolve client issues.
• Strong customer service skills with an ability to assess coverage needs.

Education and Experience

• College graduate or experience equivalent.
• Possession and maintenance of a broker's license in state hired.

The national average salary for this role is $70,000 to $80,000 in base pay and exclusive of any bonuses or benefits. The base pay offered will be determined based on your experience, skills, training, certifications and education, while also considering internal equity and market data.

WHY JOIN EPIC?

• Ranked #17 Top Global Broker by AM Best
• Ranked #17 Top 100 Largest U.S. Broker by Business Insurance
• Awesome Benefits : 401K matching, Generous Time Off Policy, Flexible Work Options, Medical, Dental, Vision, Pet Insurance, Cancer Insurance, Wellness Programs, Employee Award Programs (Trips!).

EPIC embraces diversity in all its various forms whether it be diversity of thought, background, race, religion, gender, skills or experience.

We are committed to fostering a work community where every colleague feels welcomed, valued, respected and heard. It is our belief that diversity drives innovation and that creating an environment where every employee feels included and empowered, helps us to deliver the best outcome to our clients.

LI-TM1 #Hybrid