Personal Lines Insurance Account Manager

The Personal Lines Account Manager acts as the “manager” of assigned client accounts. This involves responsibility for every aspect of an account, from daily servicing, billing and invoicing, issuance of ID cards and evidence of insurance, assisting with claims, handling new business and renewals, including applications, marketing/rating of policies, preparation of quotes and proposals, ordering/binding coverage with carriers. 

It is imperative that the Account Manager has the ability to work in the Agency Management System (Applied Epic) efficiently and as instructed; as well as to communicate clearly with the clients and producer(s) and take direction when provided. 

New Business:

• Pre-qualifies new business according to agency standards.
• Assists clients with making coverage changes in an automated environment supported by electronic filing; handles billing as needed and invoices accordingly; uses each contact with the client as an opportunity to review the whole account, round it and market.
• Informs and educates clients about policy coverage, changes, exclusion, and insurance coverage needs.
• Provides technical support to producer(s) to benefit clients and to reach agency’s strategic business goals.
• Prepares proposals and completes application in coordination with producer(s); submits applications to eligible and appropriate carriers; obtains client signatures on all applications and required forms; follows up to ensure timely receipt of quotes and policies.
• Responds to clients’ needs by producing binders, ID cards, policies, endorsements, and other related items; and verifies their accuracy.

Marketing:

• Actively seeks referrals from client base; offers additional coverages and rounds out accounts through sales to clients; keeps good documentation of all contacts.
• Refers current and prospective clients to Life/Benefits Department and to Commercial Lines for solicitation of those lines; assists in profiling the current book of business for marketing purposes.
• Assists in designing of, or independently designs, insurance plans for clients as assigned and directed by the agency management.
• Assists or completes other tasks as directed by agency management.

Retention:

• Prepares summaries of insurance, schedules, and proposals as needed for account review.
• Remarkets renewals, contacts clients, creates renewal proposals, and handles other renewal activities in coordination with the producer(s).
• Renews policies following agency standards; verifies each renewal’s accuracy; ensures that all renewals are billed or invoiced as needed.
• Verifies policy and change information, facilitating corrections when necessary.
• Processes incoming phone, mail or email requests, responding promptly and appropriately.
• Verifies accuracy of all direct billed cancellations and takes appropriate corrective action when needed.
• Follows agency’s collection policy in invoicing and pursuing prompt payments, requests cancellations from the carrier according to agency standards.
• Determines reasons for requests for cancellations; acts to save accounts; notifies producer(s) according to agency standards.
• Processes and follow up on cancellations request to carriers to ensure accurate and timely resolution; maintains agency in financial equity whenever possible.
• Assists clients in submitting first reports of claims, obtaining adjuster’s contact information; facilitates prompt response from carrier staff and follows up on claims status to keep insureds and producer(s) informed and to work towards settlement of claims; uses each claim contact as an occasion to review coverages and market as needed.

Personal and Organizational Development:

• Sets priorities and manages workflow to ensure efficient, timely, and accurate processing of transactions and other responsibilities.
• Maintains a cordial and effective relationship with clients, producers, co-workers, carriers, vendors, and other business contacts. Interacts with others effectively by utilizing good communications skills, cooperating purposefully.
• Keeps informed regarding industry information, new product information, legislation, coverages, and technology to continuously improve knowledge and performance.
• Maintains up-to-date technical skills and understands how to perform technical tasks needed.

Knowledge, Skills, and Abilities:

• Property & Casualty License.
• College education or equivalent insurance experience.
• Ability to communicate orally and in writing to explain complex issues, receive and interpret complex information, and respond appropriately; and ability to understand written and oral communication, and interpret abstract information.
• Full knowledge of insurance products, coverages and rating procedures, and carrier guidelines to effectively manage, maintain, and write new business and service the policies of clients and/or prospects.
• Ability to carry out complex tasks with many concrete and abstract variables.
• Understanding of basic math and ability to accurately perform simple calculations involving decimals and fractions.
• Ability to utilize computer programs, specifically Microsoft Office suite (Outlook, Word, Excel, etc.) and the Agency Management System (Applied Epic) and understand its functionality and the required workflows.

Working Conditions:

High-pressured, fast-paced environment with significant telephone and personal disruption. Large number of multiple steps in complex system performed with accuracy and speed is essential to the successful completion of tasks.

This job description is intended to describe the level of work required and physical requirements normal to the position. Principal duties outlined are the essential responsibilities and duties and other duties may be assigned as needed.  

This description is not intended as a contract and is subject to change as needed. Any written contractual agreements will supersede this job description.