JOB SUMMARY AND PURPOSE

The Account Manager, Personal Lines position is crucial to the day-to-day operations and long-term goals of the Personal Lines Department. The Account Manager provides daily support to the Personal Lines Advisors and Clients. From servicing accounts, to processing claims, to retaining Personal insurance accounts and providing excellent customer service, the Account Manager’s responsibilities are equally varied and vital. A strong work ethic, ability to take on multiple responsibilities, and knowledge of agency procedures and standards are a must! This role directly impacts the revenue, service and customer experience goals of the organization.

ESSENTIAL DUTIES:

1. Advisor/Department Support – Provide technical support to Personal Lines Manager; specifically, in analyzing client needs, coverage forms and quotations.
   • Processing applications for, changes to, reinstatement of, and cancellation of insurance policies
   • Compiling data on lapsed insurance policies to determine automatic reinstatement according to company policies, as well as analyzing retention strategies
   • Support Advisors: review Client’s renewals, quote/issue/provide competitive options for Clients while still maintaining adequate coverages.
2. Customer Needs Analysis – Anticipate and determine the specific, unique needs of each Insured and work to solve those problems.
   • Assist in the customization of insurance programs to suit individual customers, often covering variety of risks.
   • Process additional lines of coverage for accounts, when necessary, to increase retention and cover all clients’ personal risks appropriately.
3. Customer Relationship Management – Builds relationship with Insured and determine effective ways to service their account
   • Act as liaison between client and insurance companies in order to independently resolve service problems.
   • Correspond with insured to obtain information or inform them of account status or changes.
   • Responds to client’s needs in a timely, professional, helpful and courteous manner, regardless of client attitude.
   • Strives to meet service standards in all circumstances.
   • Follows up with clients to ensure that their needs have been met.
   • Looks for ways to add value beyond clients’ immediate requests.
4. Customer Service and Support – Assistance and support of the ongoing needs and issues of each Client.
   • Confer with clients to obtain and provide information when claims are made on a policy.
   • Change policy records to conform to insured party's specifications.
   • Monitor insurance claims to ensure they are settled equitably for the both the client and the insurer.
   • Compile data on insurance policy changes.
5. Insurance Industry Knowledge – Demonstrates solid knowledge and ability, including competitive and customer trends, to strategically direct Clients and solve situations.
   • Objectively critiques the competition (strengths, weaknesses) and seeks opportunities for business development
   • Evaluates direct competition in order to position own organization appropriately.
   • Continually develops industry knowledge by attending trade shows, seminars, conferences, etc.
   • Identifies current industry trends.
   • Develops knowledge of related industries and their impact on own industry.
6. Payment and Billing – Payment and Billing of policies/coverages
   • When appropriate, uses agency credit and collection policy in invoicing and pursuing prompt payments
   • Request cancellations from the carrier according to agency standards.

ADDITIONAL DUTIES:

• Attend meetings, seminars and programs to learn about new products and services, learn new skills and receive technical assistance in developing new customers.
• Perform other duties as assigned.

EDUCATION, CERTIFICATES, LICENSES, REGISTRATIONS and/or EXPERIENCE:

• Prefer bachelor’s degree, or an associate’s degree or equivalent, from two-year college or technical school
• High school diploma or equivalent is required
• Prefer a minimum of five years related industry experience and/or training
• Maintain a current Indiana Property & Casualty insurance license

SKILLS:

• Proficient in Microsoft Office suite of products and Adobe Acrobat
• Good understanding of all lines of personal insurance coverage
• Understanding of contracts, carrier products, coverage forms, and underwriting guidelines
• Ability to read, analyze, and interpret industry policies and contract documents
• Ability to respond to common inquiries or complaints from customers or carriers
• Ability to write and prepare proposals for presentation and review
• Ability to effectively present information to insureds and carriers
• Ability to apply basic mathematical concepts such as percentages, addition, subtraction, multiplication and division
• Ability to think independently and critically
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to handle complex accounts
• Excellent oral and written communication skills
• Ability to perform duties in a high-pressured, fast-paced environment
• High degree of organizational skills
• Initiative and attention to detail
• Ability to prioritize and remain flexible
• Professional telephone skills and etiquette
• Self-motivated and able to work both independently with limited supervision and within a team

STARTING COMPENSATION:

Differs with experience.

The above statements are intended to be a representative summary of the responsibilities performed by incumbents of this job. The incumbent’s may be requested to perform job-related tasks other than those stated in this description.