Account Manager, Commercial Lines

About the role

HUB advises businesses and individuals on preparing for the unexpected. As one of the world's largest insurance brokers, our focus is on providing peace of mind through tailored insurance solutions.

Opportunity

The Account Manager serves as the primary client-facing representative for existing community association (HOA) clients. This role is responsible for maintaining strong, long-term relationships with property managers and board members, ensuring timely and accurate renewal proposals, and guiding clients through the renewal and initial claims process.

Duties & Responsibilities

• Maintain and strengthen relationships with property managers and HOA board members.
• Ensure the accurate and timely delivery of renewal proposals that align with each client's needs and expectations.
• Manage day-to-day servicing tasks such as answering coverage questions, processing endorsement requests, and providing initial guidance on claims.
• Attend HOA Board meetings to present renewal proposals and respond to insurance-related questions.
• Act as the first point of contact in the event of a claim to assess whether the situation warrants formal submission.
• Negotiate coverage terms and premiums with carriers when necessary, particularly on complex or challenging renewal accounts.
• Stay current on carrier appetites, underwriting trends, and policy changes within the HOA insurance market.
• Collaborate with the ICS Renewal Team to direct appropriate carrier marketing strategies and placement decisions for each renewal.
• Represent the agency at industry events, trade shows, and client-hosted meetings.
• Works closely with Producers and other HUB personnel on all aspects of client service, marketing, and renewal while adhering to HUB's best practices and standard procedures.
• Provides professional, courteous service to our clients, carrier representatives, underwriters, business partners, and HUB colleagues, resulting in a rate of account retention that meets or exceeds expectations.
• Prepares and implements all transactions, paperwork, and internal processing for assigned accounts.
• Acquires understanding of clients' insurance objectives and critically analyzes and compares insurance plans to determine suitability.
• Makes appropriate recommendations to clients in response to changes in the insurance industry; attends industry-related continuing education training and courses.
• Acts as liaison between clients and insurance carriers to resolve service issues. May also negotiate with underwriters and carriers.
• Troubleshoots claims and billing issues.
• Identifies opportunities for cross-sell and up-sell of other HUB products and services when appropriate for the clients' needs.
• Documents other insurance products and services the clients are purchasing through other providers and who those providers are.
• Maintains accurate and organized account files by appropriately documenting conversations with clients and carrier representatives; updates all HUB computer systems and automated agency management systems; ensures the accuracy of data.
• Prepares reports, proposals, and comparisons for management as required.
• May also be responsible for account rounding and the development of new business as appropriate and in accordance with standard practices, policies, and procedures.
• Performs other duties and projects as assigned.

Qualifications

• High School Diploma/GED
• 2-5 years insurance industry experience (brokerage preferred) or equivalent combination of education & experience
• Property & Causality License
• Knowledge / Skills / Abilities:
• Effective and professional communication orally and in writing with internal and external customers.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Computer skills: proficiency with Microsoft Office Suite, Outlook and agency management systems.
• Critical Thinking: Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Desire to learn and grow within the insurance industry.
• Confidence and demeanor to effectively interact with all levels within the organization.
• Ability to develop and maintain strong client relationships; work effectively with insurance and service vendors to gain cooperation in meeting clients' needs.
• Ability to respond to customer needs, solicit customer feedback to improve service, and handle difficult or emotional customer situations promptly and accurately.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.
• Ability to efficiently gather pertinent information and facts, analyze and solve problems timely and thoroughly.
• Ability to prioritize and organize multiple tasks and responsibilities in order to complete assignments on time and with optimal accuracy.

Working Conditions and Physical Demands

• This position primarily involves remaining in a stationary position for the majority of the workday.
• The person in this position frequently communicates with colleagues and clients both in person and on the telephone;
• Must be able to communicate and exchange accurate information;
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

Department

Account Management & Service

Required Experience

• 2-5 years of relevant experience

Required Travel

• No Travel Required

Required Education

• Diploma

Benefits

• Comprehensive benefit and total compensation packages which could include health/dental/vision/life/disability insurance, FSA, HSA and 401(k) accounts, paid-time-off benefits, and eligible bonuses, equity and commissions for some positions.