Personal Lines Retention Account Manager

3 weeks ago

Ocean City, United States Alera Group Full time

**Overview**:
Heist Insurance Agency, an Alera Group Company, is seeking a **Personal Lines Retention Account Manager** to join its team
- Are you looking to be part of a company where you have exciting opportunities to learn, grow, and make a positive impact? _
- Join a team where each employee is empowered to listen generously, speak straight, collaborate, and build each other up through mutual accountability and shared success. _

If that is what you’re looking for, this is your chance to be part of an amazing organization

Our mission is to provide high quality insurance services in Southern New Jersey and vicinity with financially strong companies and competitive insurance products.

We realize our agency’s greatest resources are people. Our intent is to..
- Serve each customer with professionalism, courtesy, value and communication.
- Encourage each employee to develop and pursue professional, personal and self-achievement goals.
- Approach our community with a proactive spirit and contribute to areas benefiting our quality of life and the environment.

Our mission is to build these relationships synergistically to create a profitable existence for our employees, our customers, our companies, and our lives.

The **Personal Lines Retention** **Account Manage**r manages the assigned book of business by servicing and selling to existing accounts. Performs service functions for customers, as well as cross-selling, remarketing, and account rounding while at the same time aiming to maintain a 95% customer retention goal by performing the following duties:
Must consistently follow set procedures and complete tasks correctly and on time. The employee is directly responsible for independently maintaining his/her workload, which could include the following: _Other duties may be assigned as needed._
- Performs functions to include initiating and follow-up with customers to sell products, resolve problems, answer questions, educate customers on coverages, and use customer information to continually find ways to improve the customer experience.
- Ensures that customer’s needs and requests are prioritized, addressed & responded to quickly & appropriately. Follows through on client commitments despite time pressures or obstacles.
- Handles challenging or unsatisfied customers with confidence and competence so that the customer is satisfied.
- Assists customers and arranges payment terms in accordance with established guidelines.
- Strives to achieve annual production goals by effectively account rounding and cross-selling. Revisits lost opportunities and solicit referrals from current clients.
- New business calls should be addressed quickly, providing regular status updates with the client if there is a delay in getting a quote.
- Aims to maintain a 95% customer retention goal through personalized customer service.
- Proactively contacts current customers to explain existing coverages, explore possible changes in exposure, identify account rounding opportunities, and address low coverage issues or coverage gaps.
- Keeps up to date with carrier appetites and markets available, and is able to quote and navigate all carrier websites effectively. Places business, when possible, with preferred standard carriers.
- Effectively correspond with carriers by providing additional information needed for renewals, following up on renewal quotes to present to customers in a timely fashion, and intervening in any customer-related issues.
- Attends sales seminars, sales meetings, or educational activities to stay up-to-date on the latest developments, trends, and regulations in the marketplace.
- Performs in a manner that will prevent errors and omissions. Demonstrate accuracy and thoroughness; monitor own work to ensure quality.
- Creates and maintains computer files and suspense for follow-up action. Manages EPIC home screen effectively by reducing any backlog and staying current with the workload.
- Maintains Outlook inbox and open activities organized and up to date.
- Provides advisory support and assistance to the administration as needed.

**Supervisory Responsibilities**

None

**Expectations**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Performance & Productivity:

- Results driven mindset in order to thrive in a sales environment.
- Should be customer service driven. Respond to requests for service and assistance in a timely and efficient manner.
- Able to manage difficult or emotional situations.
- Must show a positive attitude on a consistent basis. Cannot let other influences visibly affect their workplace demeanor.
- Approach others in a professional manner, treat others with respect and consideration regardless of their status or position

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