Personal Lines Account Manager II

Who We Are: 

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.

 

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:

• Maintain a consistently high retention rate on your book of business
• Proactively reach out to clients
• Conduct ongoing account reviews
• 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 our agency
• Proactively call cancelled business to try to win them back
• 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  

 

Key Performance Indicators (Metrics) and Method to Track:

• Book Growth: Book of Business from Agency Management System
• Retention: Retention Report from Agency  Management System
• New Business: New Business Report from Agency Management System
• Re-Marketing Closing Ratio: Spreadsheet OR Agency Management System
• New Business Closing Ratio: Agency Management System

 

Values:

• Address difficult issues professionally and quickly
• Listen to learn and strengthen the agency
• Be relentlessly positive with the team and see their potential when they cannot
• Outlast the suck of adopting ch