Select Commercial Lines Account Manager

Select Account Manager

Department: Commercial Lines – Select
Reports to: Select Team Lead

 

Role Purpose

The Select Account Manager is responsible for managing a high-volume book of small commercial accounts, delivering efficient, accurate service and supporting strong client retention. This role focuses on standardized workflows, timely execution, and consistent client experience across the Select segment.

 

Core Accountabilities & KPIs

1. Client Service & Retention

• Serve as primary day-to-day contact for assigned Select accounts
• Respond to client requests, process changes, and resolve issues
• Maintain strong client relationships through consistent, responsive service
• Billing – AB invoices and DB issues

KPIs:

• Client retention: ≥ 90–92%
• SLA adherence (response times): ≥ 95%
• Timely resolution of client requests

 

2. Renewal Management

• Manage renewals from start to finish following standardized timelines
• Prepare renewal documentation and review coverage with clients as needed
• Coordinate with Team Lead or Marketing for accounts requiring market review
• Proposals & Comparisons
• Recommendations following repairs from inspections

KPIs:

• Renewal timeline adherence: ≥ 95% on-time
• Renewal retention: ≥ 90%+
• Accuracy of renewal processing

 

3. Policy Processing & Execution

• Process endorsements, certificates, audits, and policy changes
• Review policies and documents for accuracy
• Ensure all account activity is properly documented in AMS360

KPIs:

• Processing turnaround (endorsements/certs): Within SLA (24–72 hrs)
• Accuracy rate: ≥ 98%+
• Documentation completeness

 

4. Workflow & Productivity

• Manage a high-volume book of business within defined capacity targets
• Prioritize tasks effectively to meet deadlines and service standards
• Support team efficiency through consistent execution of workflows

KPIs:

• Book size / account load within target range
• Task completion within service standards
• Minimal backlog or overdue items

 

5. Team Collaboration

• Partner with AAMs for task delegation and workflow efficiency
• Escalate complex issues to Team Lead as needed
• Coordinate with Marketing and carriers when required

KPIs:

• Workflow efficiency and task delegation effectiveness
• Internal team feedback
• Contribution to overall team performance

 

Qualifications

• 2–5+ years of Commercial Lines experience (small commercial preferred)
• Property & Casualty License required (or ability to obtain)
• Strong organizational and multitasking skills
• Ability to work in a fast-paced, high-volume environment

 

Success Profile

• Highly organized and process-driven
• Strong attention to detail and accuracy
• Responsive and efficient under volume
• Effective at managing workload and priorities