Job Description

Job Summary: The Commercial Lines Account Manager/CSR is responsible for providing exceptional service and support to commercial clients, managing their insurance accounts, and fostering strong relationships to ensure client retention and satisfaction. This role involves day-to-day account servicing, handling renewals, assisting with claims, and identifying opportunities for additional coverage.

Key Responsibilities:

Client Relationship Management:

• Serve as the primary point of contact for assigned commercial clients, building and maintaining strong, long-term relationships.
• Respond promptly and professionally to client inquiries via phone, email, and in-person meetings.
• Educate clients on their coverage, policy exclusions, and potential exposures.
• Proactively communicate with clients regarding policy changes, renewals, and industry updates.
• Address and resolve client concerns, billing issues, and complex service requests with a focus on problem-solving.

Account Management & Service:

• Process policy changes, endorsements, cancellations, and reinstatements accurately and efficiently.
• Prepare and issue binders, certificates of insurance, and other necessary documentation.
• Assist clients with claims reporting, follow-up, and resolution.
• Manage renewal processes, including gathering updated information, marketing accounts to carriers, and preparing renewal proposals.
• Review policies for accuracy and ensure clients have adequate coverage.
• Maintain accurate and up-to-date client information in the agency management system (e.g., AMS360, Epic).
• Collaborate with producers and underwriters to obtain new and renewal business quotes, and to address complex underwriting issues.

Sales and Retention:

• Identify opportunities to round out accounts by cross-selling additional lines of business (e.g., personal lines, life & health) to existing commercial clients.
• Actively contribute to client retention goals.
• Assist producers in preparing proposals and presentations for new and renewal business.

Administrative and Compliance:

• Maintain organized and complete electronic and physical client files.
• Process and track agency and carrier payables.
• Stay informed about industry trends, products, and regulatory changes.
• Adhere to agency protocols, procedures, and E&O (Errors & Omissions) guidelines.

Required Skills and Qualifications:

Insurance Knowledge:

• Valid state Property & Casualty (P&C) Insurance License.
• Thorough understanding of commercial insurance coverages, policies, and procedures (e.g., General Liability, Business Owner's Policy (BOP), Workers' Compensation, Commercial Auto, Commercial Property).
• Familiarity with underwriting processes and market trends.

Customer Service & Communication:

• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to build rapport and trust.
• Active listening skills and a customer-focused mindset.
• Professional phone etiquette.

Technical Skills:

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Experience with agency management systems (e.g., AMS360, Epic, Hawksoft).
• Ability to learn and adapt to new technologies and software.
• Strong data entry and typing skills.

Organizational & Problem-Solving Skills:

• Exceptional attention to detail and accuracy.
• Strong organizational and time management skills; ability to prioritize and multitask effectively.
• Proactive problem-solver with strong analytical abilities.
• Ability to work independently and as part of a team.

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