Commercial Account Manager

About the Role

One of our clients is seeking a proactive and detail-oriented Commercial Account Manager to provide exceptional service across commercial insurance accounts. This role is responsible for policy servicing, endorsements, exposure changes, audits, billing inquiries, certificate requests, and renewal preparation. The Commercial Account Manager will serve as a key point of contact for clients while supporting Senior Account Managers and Account Executives.

Work Arrangement

This role requires full-time, on-site presence in the Montgomery, AL office for a minimum of 90 days. Following the 90-day probationary period, eligibility for a hybrid work arrangement will be evaluated based on demonstrated performance.

Key Responsibilities

• Client Interaction and Communication: Serve as the first point of contact for incoming client calls and emails; handle routine service requests and support Senior Account Managers and Account Executives; resolve client service requests independently whenever possible, including certificates, billing guidance, and endorsements within scope; proactively communicate with clients to manage expectations and provide excellent customer service.
• Policy Servicing and Transaction Management: Manage endorsements, exposure changes, audits, and notices of cancellation; handle vehicle, equipment, and driver changes; process additional insureds, loss payees, mortgagees, and other policy changes; support client onboarding activities, including welcome communications and account setup.
• Book of Business Management: Apply appropriate service standards based on assigned accounts; provide consistent service and proactive communication across the assigned book of business; support account retention and client satisfaction initiatives.
• Certificates of Insurance: Process certificates of insurance, evidence of property, and additional insured requests accurately and within required timeframes; review contracts and identify certificate requirements; ensure certificates and service documents meet agency standards before delivery.
• Documentation and Data Management: Document client activity accurately and promptly in the agency management system; manage and organize incoming emails and service requests; maintain complete and accurate client records; update client contact information during client interactions.
• Billing and Payments: Address routine billing inquiries, including payment information and guidance; escalate complex billing questions when appropriate; assist clients with available payment options; follow up on late payment notices to help mitigate cancellation risks.
• Collaboration and Team Support: Request policy changes and loss runs through carrier systems; follow up with underwriters regarding pending transactions; work closely with Senior Account Managers to support daily account servicing activities; assist with renewal preparation and account management tasks; provide backup support to other team members as needed.

Desired Qualifications

• Experience in Commercial Lines insurance account management or client services.
• Strong understanding of commercial insurance policies and servicing processes.
• Experience handling endorsements, policy changes, certificates of insurance, audits, and billing inquiries.
• Experience with an agency management system; Applied Epic experience is preferred.
• Strong attention to detail and organizational skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities and work efficiently in a fast-paced environment.
• Ability to provide proactive, responsive, and professional customer service.
• Ability to work full-time on-site in Montgomery, AL for the first 90 days.

Performance Expectations

The Successful Candidate Will Demonstrate:

• High first-call resolution for routine client service requests.
• Fast turnaround on certificates, endorsements, and other policy servicing requests.
• Accurate and timely documentation in the agency management system.
• Strong accuracy in policy documents and change requests.
• Effective inbox and workflow management.
• Consistent completion of assigned service activities.
• Minimal backlog of overdue tasks.