Account Manager II, 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.

Responsibilities

• 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 clients, carrier representatives, underwriters, business partners, and HUB colleagues, resulting in a rate of account retention that meets or exceeds expectations.
• Oversees (and performs when needed) the preparation and implementation of transactions, paperwork, and internal processing for assigned accounts. Includes acting as Back-Up for other support staff members.
• Acquires understanding of clients’ insurance objectives and critically analyzes and compares insurance plans to determine suitability.
• Collaborates with clients to coordinate the implementation of their strategic plan. This includes: performing key "value-added" services such as Pre-Renewal Strategic Planning, Risk ID Assessments, Contract Reviews, Claims Reviews, Market Analysis, Stewardship Reports, Deductible Analysis, etc.; coordinating the value-added services provided by our Risk Services and Claims Management Divisions.
• Acts as liaison between clients and insurance carriers to resolve escalated complex service issues that require policy interpretation and experience-based judgment to resolve. 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.
• Sets goals and develops strategies to achieve them.
• Supports, mentors, and trains other support staff members.
• Performs other duties and projects as assigned.

Qualifications

• High School Diploma / GED
• 5+ years account management experience (brokerage preferred) or equivalent combination of education & experience
• Property & Causality License

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 prioritize and organize multiple tasks and responsibilities in order to complete assignments on time and with optimal accuracy
• Ability to effectively work with a team and coach others in developing their skills and abilities
• Problem Solving: Ability to identify complex problems and review related information to develop and evaluate options and implement solutions

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.