Commercial Lines Account Manager

The Cross Family of Agencies welcomes you. We need your talent and expertise.

Job Title: Commercial Lines Account Manager

Department: Commercial Insurance

Reports To: Commercial Lines Manager: Stacey Schlubach

Job Summary:
The Commercial Lines Account Manager serves as the primary liaison between the insurance agency, clients, and insurance carriers. This role involves managing a portfolio of commercial insurance accounts, ensuring client retention, and providing exceptional service by addressing client needs, processing policy changes, and handling renewals. The Account Manager is responsible for maintaining strong client relationships, identifying opportunities for account growth, and ensuring compliance with agency and industry standards. This position is critical to the agency’s success, as the Account Manager plays a pivotal role in client satisfaction, retention, and business development.

Key Responsibilities:

• Client Management: Serve as the main point of contact for commercial clients, addressing inquiries, providing coverage explanations, and offering tailored insurance solutions.
• Policy Administration: Process new applications, renewals, endorsements, and cancellations in a timely manner. Ensure accurate documentation and compliance with agency procedures.
• Claims Assistance: Facilitate the claims process by coordinating between clients, adjusters, and carriers to ensure prompt resolution.
• Account Retention: Proactively manage client accounts to maximize retention, including identifying cross-selling and upselling opportunities.
• Marketing and Quoting: Prepare marketing submissions, obtain quotes from carriers, and analyze coverage options to present clients with competitive proposals.
• Relationship Building: Develop and maintain strong relationships with clients, carriers, and internal team members to foster trust and collaboration.
• Compliance: Adhere to all regulatory requirements, agency workflow standards, and E&O guidelines in accordance with the Cross Basic Procedure manual.
• Technical Expertise: Stay updated on industry trends, coverage options, and carrier underwriting guidelines to provide informed recommendations.

Qualifications:

• Experience: Minimum of 3-5 years in commercial lines account management or a related insurance role.
• Licensing: Valid Property and Casualty Insurance License required.
• Technical Skills: Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and our agency management system: EPIC.
• Soft Skills: Excellent communication, interpersonal, and problem-solving skills. Strong organizational and time-management abilities.
• Certifications: Professional insurance designations (e.g., CIC, CRM) preferred but not required.

Work Environment:
This role may involve a hybrid work model, with initial on-site training followed by remote work flexibility. Occasional travel for client meetings or industry events may be required.

Physical Requirements:
Primarily sedentary work with extended periods of sitting, keyboarding, and computer use.

To excel as a Commercial Lines Account Manager, the following key skills are essential:

• Communication Skills: Effective communication is critical for liaising between clients, carriers, and internal teams. This includes explaining complex insurance concepts in simple terms, active listening, and addressing client concerns.
• Technical Expertise: A strong understanding of commercial insurance products (e.g., Property, General Liability, Umbrella, Professional Liability) is necessary to provide tailored solutions and manage policies effectively.
• Strategic Perspective: The ability to think long-term and align client needs with business goals is crucial for maintaining relationships and identifying growth opportunities.
• Negotiation Skills: Skilled negotiation ensures mutually beneficial outcomes for clients and the agency, particularly during renewals and claims.
• Organizational and Time Management Skills: Managing multiple accounts, meeting deadlines, and prioritizing tasks are vital for maintaining service standards and client satisfaction.
• Empathy and Relatability: Understanding client needs and building trust through empathy and relatability fosters strong, lasting relationships.
• Problem-Solving Abilities: Addressing client concerns, resolving issues, and offering creative solutions are key to retaining accounts and ensuring client satisfaction.
• Leadership and Initiative: Leading client interactions and internal collaborations, as well as proactively identify