General Description: Manage the operational activities of the unit/department. Ensure consistent standards of service and professionalism. Responsible for serving as the single point of client contact on all internal submissions into IGP from retail. Oversee proposals, placement, and account management of complex commercial property and casualty accounts. Includes new and renewal marketing, handling client questions and requests, and coverage review.

Responsibilities:

·        Accountable for full-cycle recruitment, management, and development for a team of account service providers. Includes providing guidance, training, and performance management.

·        Identify, plan, and resolve routine department coverage and workload issues.

·        Direct client submissions from retail to the internal underwriting or brokerage team. Obtain quotes in a timely manner.

·        Communicate quotes and coverage details to clients to bind submission in a timely manner.

·        Work at a strategic level to develop and retain consultative partnerships with customers/prospects. 

·        Develop, execute, and monitor comprehensive customer service plans. Ensure plans reflect the customer's business and risk management goals and objectives. 

·        Accountable for marketing. Includes advising customers regarding renewals and recommending coverage products/risk control approaches.

·        Contribute to new business development by identifying cross-sell opportunities.

·        Provide technical support to account teams. Analyze client needs, coverage forms, and quotations.

·        Provide technical expertise to new and existing clients. Includes coordinating the servicing of clients through sales, account development, and problem solving.

·        Respond to client questions, requests for information, documents, and general insurance inquiries. 

·        Respond to Underwriter and Broker questions in a timely and professional manner.

·        Maintain a high degree of accuracy in agency management and document management systems.

·        Identify exposure to loss and recommend appropriate coverages.

·        Provide leadership and guidance to less experienced staff as needed.

Knowledge, Skills and Abilities:

·        7+ years of insurance experience. Includes 2+ years of supervisory experience.

·        High school diploma or graduate equivalent degree required.

·        Must hold or will obtain Property & Casualty and/or appropriate business licensure.

·        Experience managing complex commercial property and casualty accounts. 

·        Experience developing and maintaining strong working relationships with customers and prospects.

·        Experience effectively marketing to carriers and customers. 

·        Working knowledge of Microsoft Office suite of products.

·        Excellent verbal, written, and interpersonal communication skills. 

·        Strong problem-solving skills. Ability to comprehend customer needs and recommend solutions.

·        Ability to work effectively in a team environment and across all organizational levels.

·        Ability to be flexible and adaptable to changing priorities and deadlines. 

Physical Demands:

Work is performed in a climate-controlled office environment with minimal noise and limited to no exposure to chemicals or toxins. Employees operate office equipment including telephone - headset, computer, computer monitors, keyboard, mouse, copier, scanner, and mail machine. Physical tasks of job include walking, sitting, standing, bending, and typing.

Analysis of Physical Demands:

·        Constantly (over 66% of time) work performed requires employees to use repetitive hand motions such as typing, using a keyboard, and sitting at a desk.

·        Frequently (34%-66% of time) work performed requires employees to handle and grasp things, walk on normal surfaces, stand, and bend.

·        Occasionally (1%-33% of time) work performed requires employees to drive to client appointments, have repetitive foot movements, walk on uneven or slippery surfaces to and from work and occasionally reach outward to grab things and bend.

·         Rarely (< than 1 hour per week) work performed requires lifting/carrying items that range from 10-50lbs, pushing/pulling items that range from 10-50lbs, twisting/turning including reaching over shoulder or above head, kneeling or squatting.