Commercial Lines Insurance Client Success Manager

Position is hybrid, with 3 office days set in our Franklin, MA location

Team Berry Insurance (if we say so ourselves) is energetic, innovative and straight-up fun. We work well together and are passionate about our mission, values, and what we do. Are you a compassionate individual with a strong desire to help others? Then the Commercial Lines Client Success Manager position at Berry Insurance may be a fit for you!

The objective of the Commercial Lines Client Success Manager is to serve and grow the book of clients assigned to you by providing extraordinary service, educating the customer, identifying revenue growth opportunities and generating referrals. Client success managers focus on growth within their current book of business while also backing up their co-workers.

Roles and responsibilities:

• Adheres to agency procedures.
• Adheres to working schedule of 2 days remote and 3 days in-office (rotational)
• Client Relations:
• Answer all calls in a positive and upbeat manner
• Anticipate problems and proactively work to find a solution
• Stop, Listen, and Ask questions of clients in order to clearly understand their needs, build solid relationships, and identify ways to add additional value
• Identify and document in EPIC all client contacts with name, phone and email
• Document in EPIC personable data that will help you relate more to clients (i.e. pet names, favorite sports teams, etc.)
• Set reminders in EPIC to reconnect with clients on special events to add extra positive touch-points (i.e. birthday, anniversary, etc.)
• Set appropriate expectations for any follow-up responses and document EPIC as needed
• Responds to all phone and email messages before end of business day, even if just to say “I’m working on it”
• Provide outstanding service on all claims, billing questions and endorsement issues
• Work with third-parties on behalf of our client, even if outside the scope of normal job functions
• Policy Servicing:
• Monitor and review expiration reports with minimum monthly meetings with producer
• Remarket accounts as directed by producer
• Prepares policy schedules and proposals as needed.
• Prepares claim reports and ModMaster reports as needed.
• Review coverages, exposures and coverage gaps
• Identify opportunities to provide enhanced protection (i.e. additional policies, enhancement endorsements, increased limits, etc.)
• Review future goals/plans with clients to anticipate and advise on upcoming insurance needs
• Remind clients of value-added services: Learning Center/blog, mobile app, personal lines capabilities, etc.
• Respond to client needs by producing binders, certificates, RTAs, bonds, and other related items accurately and on-time.
• Process endorsement requests through carrier websites, enters activities and prepares supporting documentation for scanning.
• Review all policies and endorsements for accuracy and consistency with activities entered into agency management system. Works with Technician to clarify corrections needed from carrier.
• Process, scan, and email policies to insureds (or uploads to portal and notifies client). Emphasis on making sure EPIC system matches all pertinent policy data and attaching policies to corresponding policy line.
• Follow up on delayed or incorrectly issued policies and endorsements from carriers.
• Verify all scanned documents are scanned correctly and added to the correct files.
• Handle non-pay notifications to clients, entering activities in EPIC and reaching out prior to cancellation date.
• Assists clients with any billing questions or concerns.
• Processes claims on the day received. Notifies producer as needed. Follows-up with carrier to confirm receipt and updates agency management system with claim # and adjuster contacts. Updates claim statuses as received from carrier.
• New Business:
• Quotes and issues new business and rewrites.
• Prepares policy schedules and proposals.
• Prepares finance agreements.
• Maintains favorable relationship with underwriters and carrier representatives.
• Meets with Department Manager to discuss carrier relations and underwriting, processing or claims issues.
• Proactively work with producer to take work from their desks that can be handled within your role.
• Clearly and effectively communicate with clients to manage expectations both via the phone and email. This includes taking a proactive approach.
• Work to support the marketing team in the following ways:
• Suggest blog, email, video and social media topics to the marketing department.
• Share agency social media posts on personal social networks.
• Participate in pictures and agency branding opportunities as needed.
• Participate in videos when directed by video producer as needed.
• Serves as a back up to department members when others are out or unavailable as needed.
• Participate in agency’s emergency line monthly rotation.

Skills and qualifications:

• 3-5 years commercial insurance agency experience required
• Active Massachusetts Property & Casualty license required
• Excellent verbal communication skills
• Excellent writing skills
• Excellent interpersonal and presentations skills and the ability to work in a team and collaborative environment
• Attention to detail, critical-thinker and problem-solver
• Experience with Applied EPIC is ideal, but not required.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Life insurance
• Paid time off
• Parental leave

Schedule:

• Monday to Friday

Supplemental Pay:

• Bonus opportunities

License/Certification:

• Massachusetts Property & Casualty insurance license (Required)

Work Location: In person

Salary : $60,000 - $70,000