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Commercial Lines Insurance Account Manager
2 months ago
The Commercial Lines Customer Service Representative at Independent Insurance Agents of Nebraska is responsible for maintaining strong customer relationships by handling customer inquiries and concerns with speed and professionalism through daily interaction with customers, insurance carriers, and fellow employees while conducting specific service and marketing activities.
Key Responsibilities- Customer Service: Provide service to existing clients related to updating policies, providing quotes, taking payments, answering questions, and providing documentation.
- Claims Handling: Answer customer calls and correspondence regarding new or existing insurance policies and service all claims, including regular and after-hour claims.
- New Business Development: Work with new clients or support a producer in an effort to understand their needs, gather necessary data, research policy options, present options, finalize and bind new coverage, cancel old policies, and negotiate with carriers when necessary.
- Policy Review and Renewal: Set appointments and/or client calls or support a producer to review existing policies, review liability limits and exposures, explore other coverage needs, evaluate replacement costs, round out accounts, and bind renewals.
- Product and Service Information: Confer with customers to provide detailed information about products and services, quote new business, process renewals and/or cancel accounts, take payments, and provide requested documentation.
- Issue Resolution: Resolve product or service issues by clarifying the customer's concern, determining the cause of the issue, selecting and explaining the best solution to solve the issue, expediting correction or adjustment, and following up to ensure resolution.
- Record Keeping: Maintain records of customer interactions and transactions, recording details of inquiries, comments, and actions taken in the agency management system.
- Team Collaboration: Collaborate with team members, mentor staff, provide expertise and answer questions, and participate in formal and informal meetings as needed.
- Insurance License: Hold the insurance license required by your state and have a minimum of two years commercial lines insurance account management experience as well as a Bachelor's Degree or comparable work experience.
- Insurance Knowledge: Demonstrate strong knowledge of insurance products and usages, rating procedures, underwriting procedures, coverages, and industry operations to effectively manage, maintain, and write assigned clients and prospects.
- Customer Focus: Demonstrate strong customer focus and an excellent phone manner; display strong written and verbal communication skills as well as excellent math and reading skills to perform calculations.
- Problem-Solving: Possess a sense of urgency, attention to detail, organization, multi-tasking, and follow-up skills and the ability to handle difficult situations with customers and solve complex problems without direct supervision.
- Technology Proficiency: Have excellent time management skills with a personal accountability mindset as well as technology and computer proficiency, including agency management systems, rating tools, and carrier website navigation.
