Senior Account Manager

CMB Insurance Brokers; Alberta; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Account Manager to lead account renewals and customer service. This role involves ensuring compliance with operational procedures, maintaining proactive communication with clients, and mentoring team members. The ideal candidate will have a strong background in commercial insurance, excellent customer service skills, and the ability to build relationships with stakeholders. Join a dynamic team dedicated to providing exceptional service and contributing to the growth and retention of the business.

Qualifications

• 4-7 years of experience in a commercial insurance environment.
• 3-4 years in a team-based customer service role.

Responsibilities

• Manage renewal activities and maintain proactive customer communication.
• Mentor and assist in training Client Service Representatives.

Skills

Customer Communication

Account Management

Problem Solving

Team Leadership

Cross-Selling

Education

Level 2 Licensed Insurance Agent

C.I.P. or CAIB designation

Tools

Agency Manager

Microsoft Office Suite

ISNet World

Job description

As a Senior Account Manager, working with the Producers and under the direction of the Service Supervisor, you will help plan, lead, and guide the renewal and servicing of accounts to contribute to the continued growth and retention of the branch book of business. You will ensure compliance with all operational rules and procedures and act as a "go-to" contact for customers and service team members. You are responsible for maintaining positive and proactive customer communication at all times while performing all renewal activities for the assigned customers (Book of Business) and providing oversight, guidance, and mentorship to the rest of the service team and their assignments.

Renewal System

• Maintain positive and proactive relationships with stakeholders in the renewal system.
• Follow all CMB procedures, forms, checklists, and workbooks as outlined in the CMB Renewal System.
• Complete pre-renewal activities, customer updates, marketing, and renewal presentations on time, as per company policy.
• Cross-sell or up-sell other products and services offered by the brokerage to new and existing clients.
• Perform coverage review checklists annually, as per the CMB Renewal System.
• Build marketing relationships with CMB designated underwriters, maintaining a positive and proactive relationship with underwriting, always prioritizing the client’s needs.

Customer Service

• Follow company policies and procedures as established (Employee Handbook, Renewal Procedure, Claims Procedures, Collections and AR Procedures, etc.).
• Respond to and address all client inquiries and requests promptly.
• Control and collect deposit premiums, premiums, and finance deposits and contracts on behalf of the brokerage.
• Manage all outstanding underwriting requests from customers.
• Obtain and share underwriting information as required.
• Maintain, update, and organize all data, including electronic and paper filing systems.
• Prepare customer account reconciliations for accounting inquiries.
• Provide clear instructions to BSA and team for all transactions.
• Request cancellations on overdue or unpaid accounts.
• Conduct customer visits for your top 20 clients.

Team Support

• Report potential problems with lost accounts before they occur to the Service Supervisor.
• Report all potential bad debts immediately to the Service Supervisor.
• Take steps to prevent Errors & Omissions, and report any potential E&O to the Customer Care Supervisor.
• Supervise and check the processing by Client Service Representatives and Account Managers to ensure accuracy.
• Mentor and assist in training department Client Service Representatives.

Office Support

• Lead and participate in weekly Team L10 meetings, staff meetings, company functions, and industry events such as Chamber of Commerce meetings.
• Adhere to policies and procedures outlined in the Policies and Procedures Manual.
• Utilize Agency Manager, PowerPoint, Excel, Word, ISNet World programs, and other relevant tools.
• Perform other related duties as assigned.

Knowledge and Experience

• Level 2 Licensed Insurance Agent.
• Member of or working towards the C.I.P. or CAIB designation.
• 4-7 years of experience in a commercial insurance environment.
• 3-4 years of experience in a team-based customer service role.
• Experience with Agency Manager, Microsoft Office Suite, or similar systems.

This role operates in a professional office environment. Please note this job description is not exhaustive and duties may change at any time with or without notice.