Insurance Account Manager (Personal Lines)

Job Description

Job Description

Mission of the Account Manager : To serve and grow the book of clients assigned to you by providing extraordinary service, educating the customer, identifying revenue growth opportunities, and generating referrals.

Account managers enhance the Agency’s relationships with our clients by being a go-to resource for insurance advice. An Account Managers mission is to help our insureds make the best decisions they can about their insurance protection and to make their experience as simple as possible at the Agency.

Primary Assignment : The primary role of an Account Manager is to manage and own the Account Review process with our customers.

Account Reviews are the Agency’s opportunity to strengthen our relationship with our clients, and it’s critical we complete them at a high level.

• Complete Account Reviews per the Account Review Process
• Conduct reviews scheduled by clients in Calendy
• Proactively reach out and schedule reviews to strengthen relationships with our customers.
• Deliver Post Account Review Summary and own follow-ups from reviews.

Additional Role Assignments : Manage the customer experience throughout their daily interactions with the Agency. Provide frontline risk analysis and answer questions about policies and coverage as they come in (Phone, Email, Text).

Review accounts when clients call in with questions and work to improve coverage both through endorsements and coverage increases.

Provide outstanding inbound service on claims, billing questions, and endorsements

Own complex service requests & risk analysis while working seamlessly with Account Tech’s to pass off basic service requests.

Cross Sell by identifying account rounding opportunities and proactively pursue them

Generate demand for coverages the client didn’t know they needed (i.e. umbrella)

Rewrites / Non-Renewals own assigned rewrites and remarkets in the remarket pipeline.

First notice claim reporting

New business

• Complete Intakes and pass leads to the sales team per our process
• When not possible, quote and sell policies via the new business process.

Assist Account Executives and Leadership team with providing exceptional service to our insureds as needed.

What does winning look like :

• Positive attitude in the office with team members, clients, and insurance carriers at all times.
• Actively seeks out and looks for ways to make the Agency shine to its customers, partners, and team members.
• Work to increase and improve efficiency on a daily basis. This includes always finding ways to streamline processes, using technology tools to the fullest, and limiting general distractions
• Conduct Account Reviews by following the Agency standard process and looking to strengthen our relationship with our insured throughout the process.
• Working hand in hand with Account Techs to hand off basic service requests so you can focus on Account Reviews and more complex service requests.
• Working hand in hand with Account Executives to field and assign service requests as needed to keep them prioritized on new business sales and prospecting.
• Excellent communication / organizational skills while handling clients and service requests.
• Counseling clients, determining their insurance needs, and assisting them in obtaining that coverage as simply as possible.
• Clearing suspense and due service tickets by 3pm on Friday
• Answering client questions, follow-ups, and delivering quotes that you have ownership of within 24 hours. (Providing updates to insureds and communicating timelines if this is not possible)
• Providing 8-10 account reviews per week
• High utilization of AgencyZoom, AMS360, PL Rater, and other technology.
• Participates in team training and CE with a positive attitude.

Principles

• Address difficult issues professionally and quickly
• Listen to learn and strengthen the agency
• Be relentlessly positive with the team and see their potential when they cannot
• Outlast the suck of adopting change
• Be driven to achieve the agency’s goals

Feedback :

• After 90 days you will meet with your manager to review any bottlenecks, ideas you have to improve and the objectives outlined in your job description.
• Additional feedback will be given as needed.
26 days ago