Senior Account Manager

CMB Insurance Brokers; Grande Prairie; 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 efforts. This role involves maintaining proactive relationships with clients, ensuring compliance with operational procedures, and mentoring team members. You will play a crucial role in the growth and retention of the branch's business while managing a diverse portfolio of clients. If you are passionate about customer service and have a strong background in commercial insurance, this opportunity is perfect for you to make a significant impact in a professional office environment.

Qualifications

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

Responsibilities

• Manage renewal activities and customer communication.
• Supervise Client Service Representatives for accuracy.
• Conduct customer visits with top clients.

Skills

Customer Communication

Account Management

Cross-selling

Problem Solving

Team Leadership

Education

Level 2 Licensed Insurance Agent

C.I.P. or CAIB designation (in progress)

Tools

Agency Manager

Microsoft Office Suite

PowerPoint

Excel

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

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

Customer Service

1. Follow company policies and procedures as established (Employee Handbook, Renewal Procedure, Claims Procedures, Collections and AR Procedures, etc.).
2. Respond to and address all client inquiries and requests promptly.
3. Control and collect deposit premiums, premiums, and finance deposits and contracts on behalf of the brokerage.
4. Manage all outstanding underwriting requests from customers.
5. Share and obtain underwriting information as required.
6. Maintain, update, and organize all data, including electronic and paper filing systems.
7. Prepare customer account reconciliations for accounting inquiries.
8. Provide clear instructions to BSA and team for all transactions.
9. Request cancellation on overdue/unpaid accounts.
10. Conduct customer visits with your top 20 clients.

Team Support

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

Office Support

1. Lead and participate in weekly team meetings, staff meetings, company functions, and industry events.
2. Adhere to policies and procedures outlined in the Policies and Procedures Manual.
3. Utilize Agency Manager, PowerPoint, Excel, Word, ISNet World programs.
4. Perform other related duties as assigned.

Knowledge and Experience

1. Level 2 Licensed Insurance Agent.
2. Member of or working towards the C.I.P. or CAIB designation.
3. 4-7 years’ experience in a commercial insurance environment.
4. 3-4 years’ experience in a customer service team environment.
5. 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. These may change at any time with or without notice.