Account Manager (PL Service Account Rep)

JOB SUMMARY:

Efficiently provides all insurance needs to Walsh Duffield Companies, Inc. Personal Insurance Division clients with a high level of customer service. Responsible for inbound telephone inquiries. Will answer questions from customers regarding billing and service issues while maintaining acceptable Call Center standards. Provide customer education and troubleshooting for efficient, professional, and courteous resolution focusing on customer satisfaction and retention.  Meets sales, service, and quality standards adopted by the agency.

ESSENTIAL FUNCTIONS

• Receive and place telephone calls to clients and companies.
• Maintain solid customer relationships by handling questions and concerns with speed and professionalism.
• Adhere to client service standards of the department and agency.
• Actively solicits increases in coverage or rounding out accounts through sales to clients at every service contact.
• Review/renew coverage for existing Personal Lines accounts. Educates clients as to coverage limitation and documents on the system.
• Actively refers clients to Benefits Planning Div. and Commercial Insurance Div. for solicitation of new business.
• Processes/reviews renewals and re-markets account if needed.
• Submit and complete change request, etc.
• Services direct-billed walk-in payments. Verifies coverage status processes, as appropriate.  Provides receipt
• In the absence of the Claim Manager, assists clients in submitting first reports of claims.
• Process and scan mail as needed.
• Maintain customer’s account on agency automation system, documenting conversations in notes, sending confirmations to insured and adhering to all other automation procedures that are/become established.
• Process transactions on the company interface systems when appropriate.
• Maintain your own suspense on system in a timely manner.
• Follow paper and paperless handling procedures for customer files.
• Contact customer on notices of cancellation. Make maximum effort to ensure policies remain in force.  Process cancellation requests.
• Keep producers fully informed of important activities on your accounts.
• Know the underwriting and rating procedures for all types of Personal Lines policies.
• Participate in training and seminar courses.
• Follow guidelines outlined in our employee manual.
• Delegate work as needed to the team in Rochester.
• Back up Commercial Insurance Division for service as needed.
• Cross train as needed
• Adhere to the stated expectations of the E&O Plus Quality Management Program

ADDITIONAL RESPONSIBILITIES

• Sets priorities and manages workflow to ensure efficient, timely and accurate processing of transactions and other responsibilities.
• Keeps informed regarding industry information, new product information, coverage and technology to continuously improve knowledge and stay current.
• Maintains a cordial and effective relationship with clients, co-workers, carriers, vendors and other business contacts.
• Interacts with others effectively by utilizing good communication skills; cooperates positively and provides information and guidance as needed to contribute to the business efforts of the agency.
• Performs other miscellaneous duties as assigned by agency management.
• Maintain required and additional continuing education requirements for license and designations.