Account Manager, Community Business Unit

 Primary Role: 

The  Commercial Lines CBU (Community Business Unit) Account Manager works collaboratively with the Senior Account Manager and Producer (if there is one) managing a book of business. Coordinates and provides day-to-day service for property/casualty clients by maintaining client relationships, supporting client retention, maintaining strong carrier relationships and understanding client needs. Serves as day-to-day contact for resolution for client questions and issues. 

Duties and Responsibilities: 

• Manages a book of insurance business, while acting with a high degree of independent discretion, autonomy, and decision-making 

• Manages complex, high-volume accounts, and leads client communications  

• Provides professional, courteous service to our clients, carrier representatives, underwriters, business partners, and HUB colleagues, resulting in a rate of account retention that meets or exceeds expectations 

• May also be responsible for account rounding and in accordance with standard practices, policies, and procedures 

• Works closely with Producers and other HUB personnel on all aspects of client service, marketing, and renewal while adhering to HUB Broker Standards 

• Oversees the preparation and implementation of all transactions, paperwork, and internal processing for assigned accounts 

• Acquires understanding of clients’ insurance objectives and critically analyzes and compares insurance plans to determine suitability.  Stays abreast of changes in the insurance industry and other external conditions that may impact their clients 

• Makes appropriate recommendations to clients in response to those changes. Influences renewals and some upsell opportunities  

• Acts as liaison between clients and insurance carriers to resolve escalated complex service issues that require policy interpretation and experience based judgment to resolve. May also negotiate with underwriters and carriers 

• Troubleshoots billing issues 

• Responsible for overall retention of accounts in assigned book of business 

• Organizes client meetings when necessary 

• Appropriately documents conversations with clients and carrier representatives and updates all HUB computer systems and automated agency management systems when necessary.  Ensures the accuracy of data in those systems 

• Prepares reports for management as required 

• Oversees functions performed by Account Administrators as required 

• Supports, mentors, and trains Account Administrators, as necessary 

• Attends industry related continuing education training and courses 

• Performs other duties and projects as assigned 

Key Competencies: 

To perform the job successfully, an individual should demonstrate the following competencies: 

• Teamwork – Supports everyone's efforts to succeed.  

• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.  

• Initiative – Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.  

• Quality Management – Demonstrates attention to detail.  

• Project Management – Ability to lead a team and adhere to deadlines 

Qualification Requirements: 

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 the essential functions. 

Experience and Education  

• At least 3 years of experience in an Account Manager role in brokerage environment required 

• Commercial Account experience required 

• Bachelor’s degree preferred 

• High school diploma or equivalent required  

• P&C License required or able to obtain within 120 days from hire  

• Advanced professional designation preferred (e.g. AAI, ARM, CIC, CPCU) 

Physical Requirements: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit and use hands to finger, handle, or feel. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include Close vision and Distance vision. Some travel required by car to meet with clients and other outside events. 

Other Requirements: 

Must hold a valid Driver’s License 

Dependable transportation 

Communication/Language Skills: 

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively customers and teammates.  

• Bilingual in English and Spanish a plus.  

Math Skills: 

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  

Reasoning Ability: 

• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.  

Computer Skills: 

• To perform this job successfully, an individual should be proficient in Microsoft Office including Excel, Word and Power Point; follow guidelines on working in BMS (EPIC) for premium efficiency with your team.