Account Manager & Customer Service Rep

Job Description

Job Description

Position Information :

Account Manager will be primarily responsible for the ongoing management of clients, retention of new and renewal clients, and maintaining a partnership with the VP of Operations and Business Development and / or Producer to support business development activities while upholding high service standards.

Essential Job Functions :

This agency expects their employees to promote an atmosphere of teamwork with other employees. Therefore, the following list of duties is not all-inclusive :

• Provide outstanding customer service by handling the day-to-day account management responsibilities by communicating via email, phone and in person
• Ability to convey detailed and important information or ideas accurately (including verbally, written, via telephone and personal meeting situations)
• Determine appropriate client service support for new and existing clients; promptly respond to client and carrier inquiries, maintain, and enhance the agency’s relationships with existing clients by executing proactive and ongoing contact initiatives
• Independently enter and maintain accounts / policies in agency management system
• Issue endorsements, certificates, evidence of property, pending cancellations / reinstatements, and other transactions – including review of contracts and special certificate / coverage requests for compliance and respond to client
• Use specific industry training and knowledge to determine the needs of the client and identify cross-selling opportunities; expand / round-out existing accounts by identifying potential gaps in coverage, recommending, and implementing proper coverage
• Quality check and thorough review of all policies and endorsements received from insurance carriers
• Proactively work with the VP of Operations and Business Development and / or Producer to timely and accurately manage the renewal process by reviewing upcoming expiring accounts and obtaining information from clients to ensure timely renewal of all policies, keeping the VP of Operations and Business Development and / or Producer informed of pertinent information regarding accounts
• Support VP of Operations and Business Development and / or Producer and provide assistance with the development of new business
• Determine reasons for requests for cancellations from clients and partner with the Producer to save accounts
• Participate in seminars, training, and continuing education sessions to maintain required licenses and for knowledge, skill, and development
• Check Progressive website daily for new transactions, monitor emails from Acuity, CNA Surety, Hartford, Travelers, Progressive, Selective (including flood), Berkley SE for new transactions

All job functions are expected to be performed according to agency guidelines, workflows and procedures.

Education and Experience :

Required Skills & Abilities :