Job Description

The role at a glance:

As a member of the P&C team, the Senior Account Manager is responsible for overseeing a designated book of business with little to no Broker involvement, managing client relationships, ensuring client satisfaction, and facilitating seamless communication between clients and carrier partners. This position requires a strategic mindset to drive client retention, focusing on being proactive in identifying client needs, addressing potential issues preemptively, and implementing proactive solutions. This role also manages a team of CSRs to support client needs.

What you can expect to do:

• Manage a complex book of business, acting as the primary point of contact for clients. Ensure client satisfaction by addressing their needs with tailored solutions and maintaining strong relationships.
• Act as a liaison between clients and carrier partners, facilitating smooth communication and resolving any issues that arise.
• Present renewal options and recommendations to clients, offering clear guidance and explanations of their coverage choices. Manage these client interactions independently.
• Oversee and coordinate, using CSRs on the team, the end-to-end marketing process, including submission preparation, accurate information collection from clients, submission to market, and binding of accounts in the system.
• Oversee the renewal process, review coverages, and ensure policies are accurately updated and renewed on time.
• Negotiate coverages and premiums with insurance carriers, advocating for client-specific tailored solutions, and ensuring alignment with their needs and budget.
• Evaluate clients’ risks and provide recommendations for appropriate insurance coverages to mitigate potential risks.
• Proactively suggest coverage adjustments based on changes in clients’ business operations.
• Keep policies updated and accurate, including making necessary policy changes and adjustments to align with client needs.
• Work closely with underwriters and other internal and external teams to ensure seamless service delivery and resolve client issues efficiently.
• When needed, collaborate with the Broker to answer technical questions and review issues for clients.
• Delegate tasks to CSRs, providing clear direction and ensuring that all team activities are completed accurately and within deadlines. Maintain an oversight role, stepping in when necessary to ensure smooth service.
• Focus on high-level account management responsibilities, staying strategic while delegating day-to-day tasks, and maintaining responsibility for more complex client interactions and negotiations.
• Mentor and guide CSRs, providing regular feedback and support to help them develop professionally. Monitor their performance to ensure they meet CMRs standards.

What sets you apart:

• Bachelor’s degree with a minimum of 9 years of industry experience showing increasing responsibility directly related to the performance of the above duties or a high school diploma/GED with 11 years of industry experience showing increasing responsibility directly related to the performance of the above duties.
• Strong knowledge of insurance coverages and policy interpretation.
• Current Property & Casualty license.
• Familiarity with Microsoft Suite (Word, Excel, PowerPoint, Outlook, Teams).
• Familiarity with AMS360 or similar Management System.
• Experience with Asana and Worldox is a plus.

Skills:

• Excellent verbal and written communication skills with a customer-focused approach.
• Strong accuracy in handling documents, data entry, and following procedures.
• Ability to prioritize tasks effectively and manage multiple responsibilities simultaneously
• Ability to solve problems and think independently.
• Flexible in adjusting to changes within the industry and workplace processes.
• Consistent punctuality and dependability in completing assigned duties.
• Positive and approachable personality that fosters good working relationships with peers, clients, and carriers.
• The ability to identify customer needs and develop and build customer relationships.

Work Environment:

This position operates in a typical office environment. The office areas includes cubicles and open workspaces. The noise level is generally low to moderate. Employees are expected to work on computers and communicate in person or via phone and email.

Physical Demands:

While performing the duties of this job, the employee may be regularly required to sit, stand, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard. Specific vision abilities required by the job include close vision (working on a computer) and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

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