Senior Account Manager - Middle Market Employee Health & Benefits

As a customer focused insurance expert, the Senior Account Manager drives the successful policy delivery and service to our clients. Working with the Producer and/or Account Executive, they plan, execute and track a customized service plan for each client. The Senior Account Manager builds effective, personalized working relationships with clients and prospective clients, learning their risk and insurance program needs. They engage the full service team and resources as appropriate to create measurable value and efficiencies in our clients’ business. The Senior Account Manager also has a thorough understanding of the marketplace and industry, and uses that expertise in placing coverage and negotiating terms in reviewing coverage and program options and understanding associated details. They defines the success of this role as the smooth facilitation of a collaborative service experience.
 

EXECUTION OF CLIENT SERVICE

• Works with Producer and/or Account Executives, service team, and other internal departments to plan, execute, and track customized service strategy for each client, designed to create measurable value and efficiencies in their businesses

• Manages creation of proposals, providing summary of programs and options, service plan, and other specific deliverables designed to support clients in making decisions about insurance programs

• Builds personalized client relationships through demonstrated ownership of the service plan and multiple channels of communication such as phone, email, and in-person meetings

• Analyzes risk, coverage, program structure and recommends options; executes coverage and program changes

• Oversees the accuracy and display of information in client portals; consults with and enacts client decisions on access to portal by their staff

• Leverages insurance knowledge and communication skills to explain coverage terms, program options, and other items to clients as needed

• Works with internal departments to ensure cohesiveness and timeliness of service execution, and creates report of service plan execution through commitment report

• Takes an enterprise-wide approach to client service by collaborating with other service teams to create a cohesive client service experience

• Manages time to prioritize workload, client service requests, and service parameters on business processes

CLIENT RELATIONSHIP MANAGEMENT

• Attends various meetings throughout the year

• Conducts meetings independently with clients when necessary, to fulfill commitments made in the service strategy

• Demonstrates knowledge of, and researches, individual states regulations and carrier programs necessary for multi-state accounts

• Demonstrates previous experience handling accounts, including the ability to navigate through diagnostic and financial analyses for these accounts

• Displays advanced comprehension of compliance within discipline

• Manages account activity assigned by Producer/Account Executive

• Communicates with clients regarding insurance, claims or administrative problems and works as a liaison to resolve escalated issues

• Demonstrates the understanding and ability to speak to strategic and complex insurance programs

MARKET STRATEGY AND NEGOTIATION

• Works with service team to effectively manage and oversee new business and renewal processes by following workflow procedures and best practices

• Creates submission for underwriters, by engaging with clients and prospective clients on their exposures, coverages and program needs, assembling into submission package following best practices

• Communicates with underwriters on submissions and negotiates premium, coverage, and other terms on behalf of clients

• Evaluates coverage, terms, and conditions of quotes received from underwriters; compares quote options from multiple carriers and presents coverage comparisons as requested

• Remains current on forms, coverage, insurance carriers, industry trends, and legislation

• Maintains positive working relationships with insurance carriers, attends meetings and events as appropriate, and proactively learns about their products and underwriting approaches

• Independently evaluates client’s current coverage programs and collaborates with the Producer/Account Executive to recommend market strategy and plan design

• Identifies and recommends additional products, services and coverage levels that enhance client programs

• Reviews and presents potential deficiencies in quotes and successfully negotiates with carriers to obtain rate relief

• Assists in the development of RFPs as requested on behalf of client/prospective client

DATA AND PROCESS INTEGRITY

• Consistently follows client service workflows and appropriately engages internal resources such as process support team, procedure manuals and reporting tools to ensure efficiency and accuracy of execution

• Accurately maintains complete client files including the clear documentation of account detail in agency management systems including policy information, activities, attachments, and correspondence

• Achieves desired levels of data completeness and process integrity by consistently meeting activity timelines, quality metrics, and goals

SERVICE PLATFORM IMPLEMENTATION

• Schedules, conducts and facilitates meetings as needed

• Implements programs, acting as a liaison and coordinating meetings and trainings for all parties when necessary

• Creates and provides review of various reports with producer and client

PEER RELATIONSHIPS

• Participates in ongoing scheduled meetings with service team to discuss accounts, renewals, service needs, service platform, etc.

• Trains, guides and mentors Client Service Representatives and other peers

• Communicates effectively with Client Service Representatives and provides timely and complete information to allow them to establish positive client relationships and efficiently manage their processes and workload

• Develops successful and effective working relationships with Producers, Account Executives, Client Service Representatives, service team members, managers, carriers and members of other departments