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Mission of the Personal Lines Account Manager
Mission of the Personal Lines Account Manager
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. Account managers focus on growth within their current book of business while also backing up their co-workers.
Desired Outcomes of This Role
Desired Outcomes of This Role
Maintain a retention rate of X on your book of business
Proactively reach out to clients
Conduct ongoing account reviews for your designated portion of the business
Work efficiently and effectively with clients on their policies
Effective account rounding
Generate referrals for personal lines and other departments
Educate the clients about the benefits of having our agency as their agency
Proactively call canceled business to try to win them back immediately
Generate additional revenue on the book of business
Review accounts when clients call in and work to improve coverage both through endorsements and coverage increases
Identify account rounding opportunities and proactively pursue them
Identify coverages that clients have with other agents
Generate demand for coverages the client didn’t know they needed (i.e. umbrella)
Consistently share the agency’s referral program with clients
Conduct account reviews
Complete 100% of account reviews assigned to you each week. This includes reviewing potential discounts and coverage gaps
Contact the client for a formal review that improves the client relationship, generates opportunity and reduces remarketing
Follow agency remarketing guidelines
Provide outstanding inbound service on claims, billing questions and endorsements
Work to manage clients’ expectations
Follow up via phone or email with clients
Use every opportunity to confirm and update client contact information
Educate clients on the benefits of using our agency
Service Personal Lines accounts in a manner so as to eliminate gaps in coverage, thus reducing E&O exposures
Document the management system
Follow agency service standards on follow up and follow through
Positive attitude and efficient work ethic
Work to increase and improve efficiency on a daily basis. This includes always finding ways to streamline processes, using technology tools to the fullest and limiting general distractions
Possess and maintain a positive mental attitude, including positive working relationships with clients and agency personnel
Conduct audits on new business files
Work with the producers to check their new business files for accuracy
Send any onboarding materials to clients post-sale
Update any missed new business items
Sell new business for the agency
Take new business opportunities and quote them either on the phone or book an appointment with the person to review quotes no more than 48 hours later
Follow the agency sales process
Follow up according to the sales process
Hold the target agency closing ratio
Work to support the marketing and branding team in the following ways:
Provide them any business cards to be entered into marketing campaigns
Suggest blog, email and social media topics to the marketing department
Share agency social media posts on personal social networks
Participate in pictures and agency branding opportunities when invited
Master our Core Carriers
Learn the endorsements/forms and what they offer so you can explain them to the client.
Training
Carrier Training
Sales training in APP and in TotalCSR
Google Classroom Training
Complete New Employee Onboarding Process
Maintain CE Credits and proper license (connect with Sircon)
Other responsibilities as directed by your manager
Key Performance Indicators (Metrics)
Key Performance Indicators (Metrics)
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.
SMART Values
SMART Values
Savvy
Motivated
Adaptive
Reliable
Trusted
Critical Competencies
Critical Competencies
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.
Organized & Planning - Plans, organizes and schedules in a productive manner. Focuses on key priorities.
Follow-Through - Lives up to verbal and written agreements, regardless of personal costs.
Persistence - Demonstrates tenacity and willingness to go the distance to get something done.
Proactivity - Acts without being told what to do. Brings new ideas to the company.
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.
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.
Persuasion - Able to convince others to pursue a course of action.
Feedback
Feedback
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.
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