Description

Mission of the Commercial Lines 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 focus on growth within their current book of business while also backing up their co-workers.

Desired Outcomes of this Role

• Maintain a retention rate of X on your book of business
• Proactively reach out to clients
• Conduct ongoing account reviews for your designated portion of the business
• Work efficiently and effectively with clients on their policies
• Effective account rounding
• Generate referrals for Commercial Lines and other departments
• Educate the clients about the benefits of having our agency as their agency
• Proactively call cancelled business to try to win them back immediately
• Generate additional revenue on the book of business
• Review accounts when clients call in and work to improve coverage both through endorsements and coverage increases
• Identify account rounding opportunities and proactively pursue them
• Identify coverages that clients have with other agents
• Generate demand for coverages the client didn’t know they needed (i.e. umbrella, cyber, EPLI)
• Work to attract the business owner’s personal insurance to the agency
• Consistently share the agency’s referral program with clients
• Conduct account reviews
• Complete 100% of account reviews assigned to you each week. This includes reviewing potential discounts and coverage gaps
• Contact the client for a formal review that improves the client relationship, generates opportunity and reduces remarketing
• Follow agency remarketing guidelines
• Provide outstanding inbound service on claims, billing questions, certificates, audits and endorsements
• Work to manage clients’ expectations
• Follow up via phone or email with clients
• Use every opportunity to confirm and update client contact information
• Educate clients on the benefits of using our agency
• Service Commercial Lines accounts in a manner so as to eliminate gaps in coverage, thus reducing E&O exposures
• Document the management system
• Follow agency service standards on follow up and follow through
• Positive attitude and efficient work ethic
• 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
• Possess and maintain a positive mental attitude, including positive working relationships with clients and agency personnel
• Conduct audits on new business files
• Work with the producers to check their new business files for accuracy
• Send any onboarding materials to clients post-sale
• Update any missed new business items
• Sell new business for the agency
• Take new business opportunities and work to submit them within 48 hours of getting the opportunity
• Follow the agency sales process
• Follow up according to the sales process
• Hold the target agency closing ratio
• Work with producers to quote and bind new business leads
• Communicate with the producers on new business quoting proactively
• Submit quotes within 48 hours
• Work with underwriters on pricing and getting quotes in a timely manner
• Work to support the marketing and branding team in the following ways:
• Provide them any business cards to be entered into marketing campaigns
• Suggest blog, email and social media topics to the marketing department
• Share agency social media posts on personal social networks
• Participate in pictures and agency branding opportunities when invited
• Other responsibilities as directed by your manager
  
  

Requirements

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
  
  

Critical Competencies

• Efficiency - Able to produce significant output with minimal wasted effort.
• Honesty/Integrity - Does not cut corners unethically. Earns trust and maintains confidences. Does what is
• right, not just what is easy.
• Organized & Planning - Plans, organizes and schedules in a productive manner. Focuses on key priorities.
• Follow-Through - Lives up to verbal and written agreements, regardless of personal costs.
• Persistence - Demonstrates tenacity and willingness to go the distance to get something done.
• Proactivity - Acts without being told what to do. Brings new ideas to the company.
• Flexibility/Adaptability - Adjusts quickly to changing priorities and conditions. Copes effectively with complexity
• and change.
• Calm Under Pressure - Maintains stable performance when under heavy pressure or stress.
• Enthusiasm - Exhibits passion and excitement over work. Has a can do attitude.
• Work Ethic - Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard.
• Listening Skills - Lets others speak and seeks to understand their viewpoints.
• Communication - Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including emails.
• Teamwork - Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.
• Persuasion - Able to convince others to pursue a course of action.