Commercial Lines Account Tech💻

1. Handle all basic certificate requests within 2 hours

11. • 1. • Inbound certificate requests

         • Certificates at renewal

2. Handle basic billing questions (where to pay, who to pay, what to pay) and pass any higher level

questions to the account manager. ALWAYS FOLLOW WOW CUSTOMER SERVICE!

2. • Proactively work with account managers to take work from their desks that can be handled within your role

   • Knowing how to navigate both carrier billing & finance company sites

3. Follow the direction of the account managers 

3. • Help with MGAs, carrier & finance company websites

4. Follow up with underwriters on renewals and new business quotes

   • Checking applications & data on the quote match what is in file

   • Obtain Premium Finance Agreements

5. Setting up applications, policies and entering renewals into the system (making sure the data is

accurate). 

5. • This includes rating and raters

   • Also, canceling, reinstating and changing policies (making sure the data is accurate). 

6. Assist account managers with claims

   • 1. • Taking all initial claim data on acord forms & submitting to the appropriate carriers.

   • Following up on the claim to ensure the client receives an outstanding claims experience.

7. Process audits and alert the account manager/producer to any large addition/returned premium.

8. Follow up with clients on late payments by calling and using robocall software

9. Relentlessly work to update contact information on each and every call

10. Be the first line of defense on answering all phone calls  ALWAYS FOLLOW WOW CUSTOMER

SERVICE!

10. • • • Ask for updated contact information on each call

        • Find out what the customer is looking for and if the person is unavailable, find someone who can help them immediately

        • Defend the team’s time by routing calls to the best person to help the caller

        • Conduct warm transfers of callers to the team

        • When available, suggest another line of coverage to callers before transferring the call 

        • Take full and complete messages from callers

11. Clearly and effectively communicate to the clients to manage expectations both via the phone and

email. This includes taking a proactive approach

12. Handling Endorsement quotes on the carrier website or via email from the direction of the Account

Manager 

13. Ask clients for Google reviews and educate them on the agency’s referral program

14. Continue Training with APP and Total CSR and new training the agency offers

• Failure to reach and maintain the KPIs below can cause reduced bonus, bonus eligibility, and/or reduced commissions. Please always communicate with your team lead. 

• All KPIs and Goals will be on AppSheet.

• Savvy

• Motivated

• Adaptive

• Reliable

• Trusted

• • Efficiency - Able to produce significant output with minimal wasted effort. 

  • Honesty/Integrity - Does not cut corners unethically. Earns trust and maintains confidence. Do what is right, not just what is easy. 

  • Intelligence - Learn quickly. Demonstrates ability to quickly and proficiently understand and absorb new information. 

  • Flexibility/Adaptability - Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change. 

  • Calm Under Pressure - Maintains stable performance when under heavy pressure or stress.

  • Enthusiasm - Exhibits passion and excitement over work. Has a can do attitude.

  • Work Ethic - Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard. 

  • High Standards - Expects personal performance and team performance to be nothing short of the best. 

  • Openness to Criticism and Ideas - Often solicits feedback and reacts calmly to criticism or negative feedback.

  • Listening Skills - Lets others speak and seeks to understand their viewpoints. 

  • Communication - Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including emails. 

  • Teamwork - Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.

• • Every 90 days you will meet with your manager to review any bottlenecks, ideas you have to improve as well as the objectives outlined in your job description. 

  • Each year you will receive a formal review. 

1. Confirming endorsement matches what was requested

2. Request endorsement to be added to current PFA 

3. Building Agency Job Descriptions_ Accounting Needs to coordinate with the accounting manager to make sure that funds clear, PFA is executed and MGA/carrier will be funded

4. Updated the Management system w/ the Finance company & updates the loan/account number.