Personal Lines, Account Manager

JOB SUMMARY AND PURPOSEThe Personal Lines, Account Manager 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 Managers 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: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 policiesCompiling data on lapsed insurance policies to determine automatic reinstatement according to company policies, as well as analyzing retention strategiesSupport Advisors: review Clients renewals, quote/issue/provide competitive options for Clients while still maintaining adequate coverages.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.Customer Relationship Management Builds relationship with Insured and determine effective ways to service their accountAct 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 clients 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.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.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 developmentEvaluates 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.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 bachelors degree, or an associates degree or equivalent, from two-year college or technical schoolHigh school diploma or equivalent is requiredPrefer a minimum of five years related industry experience and/or trainingMaintain a current Indiana Property & Casualty insurance licenseSKILLS:Proficient in Microsoft Office suite of products and Adobe AcrobatGood understanding of all lines of personal insurance coverageUnderstanding of contracts, carrier products, coverage forms, and underwriting guidelinesAbility to read, analyze, and interpret industry policies and contract documentsAbility to respond to common inquiries or complaints from customers or carriersAbility to write and prepare proposals for presentation and reviewAbility to effectively present information to insureds and carriersAbility to apply basic mathematical concepts such as percentages, addition, subtraction, multiplication and divisionAbility to think independently and criticallyAbility to define problems, collect data, establish facts, and draw valid conclusionsAbility to handle complex accountsExcellent oral and written communication skillsAbility to perform duties in a high-pressured, fast-paced environmentHigh degree of organizational skillsInitiative and attention to detailAbility to prioritize and remain flexibleProfessional telephone skills and etiquetteSelf-motivated and able to work both independently with limited supervision and within a teamSTARTING COMPENSATION:Differs with experience.The above statements are intended to be a representative summary of the responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.