Job Description

The Senior Account Manager essential functions include supporting the service needs of customers and retention of customer. Specific proactive renewal and service responsibilities are required. Marketing activity is required in this position. Meets sales, service, retention and quality standards adopted by the agency.

Responsibilities

SERVICE

1. Assists customer with service need or directs to the person best able to handle service need.
2. At each service contact, reviews customers’ current coverages and recommends changes in coverage and in markets to ensure high quality coverage.
3. Assists customers making coverage changes and completes all service requests for customers.
4. Informs customers of policy changes, exclusions of coverage and insurance coverage needs.
5. Explains coverages and exclusions and documents explanations on automated file for future reference.
6. Uses every service contact as opportunity to review and market appropriate coverage.
7. Generates documents and produces correspondence to satisfy customer service requests or to provide automated information, as needed by customers.
8. Determines reasons for requests for cancellations; acts to save accounts according to agency standards.
9. Takes initial claim reports; counsels customers on coverages available and procedural steps in settling the claim.
10. Extends full courtesy and assistance to third parties reporting claims or providing claim information.
11. Reports claims on the same business day to appropriate carrier(s) via fax or electronic communication.
12. Request changes to correct errors and follows up.
13. Processes incoming mail requests as directed and responds promptly and appropriately.

RETENTION

1. Contacts assigned accounts at renewal according to agency strategic goals and objections.
2. At each renewal contact, reviews customer’s current coverages and recommends changes in coverage and in markets, as needed to ensure high quality coverage.
3. Creates letters to customers offering coverage, share information and advice regarding insurance matters. Uses these to round out accounts fully. 
4. Works with customers to ensure limit and coverage adequacy.
5. Explains coverages and exclusions and documents explanations on automated file for future reference.
6. Processes renewals, rewrites and re-markets, as needed.
7. Prepares summaries of insurance, schedules and proposals, using computerized system.

SALES

1. Actively solicits increases in coverage or rounding out accounts through sales to customers at every renewal contact and refers to Sales Agent. (as appropriate)
2. Recommends coverages and prepares rating quotes and proposals to round out accounts.
3. Completes applications for insurance and has insured sign them.
4. Submits to eligible and appropriate carriers and follows up to ensure timely receipt of policies.
5. Educates customers as to coverage limitation(s) and documents on the agency management system.
6. Actively refers customers to Personal Lines and Commercial Lines department for solicitation of new business.

GENERAL

1. Mentors Account Managers and Customer Service Agents; makes specific service and retention assignments.
2. Maintains orderly electronic and/or paper files and information, following agency policies and procedures.
3. Maintain all client activity in the agency automation system according to agency’s policies and procedures.
4. Implements agency credit and collection policy in regard to agency-billed benefits lines clients.
5. Uses a suspense system to follow up on outstanding items. Reviews Suspense (diary) on daily basis according to agency’s procedure.
6. Performs other miscellaneous duties as assigned by agency management.

PERSONAL AND ORGANIZATIONAL DEVELOPMENT

1. Sets priorities and manages workflow to ensure efficient, timely and accurate processing of renewals and other responsibilities.
2. Keeps informed of agency policies and procedures, industry information, new product information, coverages and technology to continuously improve knowledge and stay current.
3. Participates in seminars and classes for skill and knowledge development.
4. Maintains a cordial and effective relationship with customers, co-workers, carriers, vendors and other business contacts.
5. Interacts with others effectively by utilizing good communication skills; cooperates positively and provides information and guidance, as needed to contribute to the business efforts of the agency.
6. Maintains and updates technical manuals and understands its use to perform technical tasks and expedite customer service.
7. Performs other miscellaneous duties as assigned by agency management.

Requirements

1. College education or equivalent insurance experience.
2. Friendly and outgoing personality, organizational skills and ability to respond to requests effectively and efficiently.
3. Ability to communicate orally and in writing with others to explain complex issues, receive and interpret complex information and respond appropriately.
4. Ability to understand written and oral communication and interpret abstract information.
5. Life, Accident and Health License
6. Medicare Certification
7. Possess professional designation as CISR (Certified Insurance Service Representative).
8. Possess AINS (Associate in General Insurance) designation or equivalent experience.
9. Ideally 3-5 years as an Account Manager or similar role experience.
10. Knowledge of insurance products and usages.
11. Knowledge of rating procedures, coverages, and industry operations to effectively manage, maintain and underwrite assigned accounts.
12. Knowledge of insurance markets and reference to markets.
13. Knowledge of insurance rating and underwriting procedures.
14. Ability to service and retain existing business and to round out accounts.
15. Ability to carry out complex tasks with concrete and abstract variables.
16. Ability to add, subtract, multiply and divide whole numbers, and to accurately perform simple calculations involving decimals and fractions.
17. Ability to utilize computer programs and understand functionality. Computer keyboarding skills.
18. Ability to perform 70% sedentary work, exerting up to 10 pounds of force occasionally and exert negligible force frequently or constantly to move objects, including the body. May be asked to exert up to 20 pounds of force periodically, as needed.
19. Field of vision must be adequate to observe up and down or right to left while eyes are fixed on a given point.
20. Ability to process written and other materials visually. 
21. Physical efforts required include fingering, repetitive small motor activity, grasping, verbally communicating detailed and important information to others quickly and accurately, stooping, reaching, standing, lifting light objects less than ten pounds frequently, and climbing occasionally.
22. Requires ability to receive detailed information through oral communication, perceiving the nature of sounds with no less than a 40 dB loss at 500 Hz, and 2000 Hz without correction.