Senior Account Manager

Jooble; Edmonton; On-site; CAD 60,000 - 75,000; Full time

Job summary

A leading company in the software development industry is seeking a Senior Account Manager to oversee account renewals and customer service. The role requires excellent communication and relationship management skills, along with experience in commercial insurance. The successful candidate will mentor team members and ensure compliance with operational procedures while maintaining strong client relationships. This is a full-time position based in Edmonton, Alberta, offering competitive salary and benefits.

Qualifications

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

Responsibilities

• Plan, lead, and guide renewal and servicing of accounts.
• Maintain positive relationships with stakeholders.
• Respond to client inquiries promptly.

Skills

Customer Service

Relationship Management

Communication

Education

Level 2 Licensed Insurance Agent

C.I.P. or CAIB designation

Tools

Agency Manager

Microsoft Office Suite

Job description

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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 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 inquiries.
• Provide clear instructions to BSA and team for all transactions.
• Request cancellations on overdue/unpaid accounts.
• Conduct customer visits for your top 20 customers.

Team Support

• Report potential lost accounts or problems to the Service Supervisor before occurrence.
• Report all potential bad debts immediately.
• Take steps to prevent Errors & Omissions and report any potential E&O to the Customer Care Supervisor.
• Supervise and review the processing of Client Service Representatives and Account Managers for accuracy.
• Mentor and assist in training department Client Service Representatives.

Office Support

• Participate in weekly Team L10 meetings, staff meetings, company functions, and industry events.
• Adhere to policies and procedures outlined in the Policies and Procedures Manual.
• Utilize Agency Manager, PowerPoint, Excel, Word, ISNet World programs.
• 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’ experience in a commercial insurance environment.
• 3-4 years’ experience in a customer service team role.
• Experience with Agency Manager, Microsoft Office Suite, or similar systems.

This job operates in a professional office environment. This description is not exhaustive of all activities, duties, or responsibilities. Duties may change at any time with or without notice.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Sales and Business Development
• Industries: Software Development

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Salary range: CA$60,000.00-CA$70,000.00 (3 months ago), CA$65,000.00-CA$75,000.00 (3 weeks ago).