Commercial Lines Account Manager

About the role

Join one of the fastest-growing independently owned insurance agencies in the country. Here, success is built on strong relationships and an intentional, values-driven culture. Your creativity and talent will help shape the direction of the company. If you think outside the box, enjoy being part of a fun, upbeat team, and want to make a real difference in people’s lives, this role is for you.

Responsibilities

• Manage accounts on a day-to-day basis, coordinating services, answering questions, and resolving problems.
• Determine appropriate client service support for new and existing clients; respond to client and carrier inquiries.
• Maintain and enhance relationships with existing clients through proactive and ongoing contact initiatives.
• Negotiate pricing and secure the most appropriate carrier coverage based on client needs for new and renewal business.
• Nurture ongoing relationships with carrier product managers.
• Work closely with OVD’s sales team to understand client/prospect needs, submit coverage specifications, and obtain quotes.
• Resolve moderate and complex customer service problems, including coverage issues, audit issues, and billing discrepancies.
• Maintain accounts/policies in EPIC; review insurance policies and endorsements for accuracy.
• Review contracts and special certificate of insurance requests for compliance.
• Document all correspondence in the Agency Management System.
• Build and maintain partnerships with producers by keeping them informed of pertinent account information and supporting new business development.
• Ensure issued policies provide the requested coverages.
• Communicate subjectivities and exclusions for new and renewal business; document coverage differences when comparing quotes.
• Use industry training to identify client needs, cross-selling opportunities, and potential coverage gaps.
• Stay current with industry trends regarding carrier underwriting, appetite, and pricing changes to negotiate comprehensive coverage.
• Initiate the renewal process and conduct renewal presentations with the Producer.
• Provide guidance and mentorship to less experienced Account Managers and/or Account Coordinators.
• Perform any other duties and tasks required by the Company.

Requirements

• Bachelor's degree preferred.
• Three or more years of mid-large market Commercial Insurance Account Management experience with an independent agency.
• Property & Casualty Insurance License required.
• Ability to work onsite in a hybrid capacity (management discretion).
• Excellent interpersonal skills—warm, approachable, savvy, and empathetic. Creating trust is a key function of this role.
• Knowledgeable in project management principles; ability to operationalize key organizational strategies.
• Ability to conceptualize and think creatively; open to exploring new approaches to improve results, accuracy, and efficiency.
• Extremely strong oral and written communication skills, including translating “technical speak” for end users at all levels.
• Intermediate to Advanced Excel skills (e.g., formula application & creation).
• High-energy work ethic with the ability to work independently while maintaining excellent customer relationships.
• Ability to work collaboratively with others and without direct supervision.

Core Competencies

• Accuracy: Achievement of correct and precise work.
• Accountability: Acceptance of responsibility and one's own actions.
• Written Communication: Ability to write letters, reports, articles, and e-mails using clear and concise vocabulary, style, grammar, and punctuation.
• Customer Orientation: A desire to serve clients by focusing on listening and responding effectively, resolving problems, and evaluating satisfaction.
• Problem Solving: Ability to recognize courses of action to handle problems or potential problems and apply contingency plans.

Benefits

• Competitive compensation and benefits packages reflecting our commitment to our team.
• Ample growth opportunities with a clear path for professional development and advancement.
• Workplace flexibility with a hybrid schedule to support work-life balance.
• Onsite HealthBar with free access to an onsite nurse for blood draws, check-ups, flu shots, and more.
• Culture that connects, including a supportive team environment, volunteer opportunities with local nonprofits, and time to connect outside of work.

Schedule

Hybrid work model: 3 days onsite / 2 days remote after an initial 90-day onsite training period.

Work Environment & Physical Requirements

• Low to moderate noise (e.g., business office with computers, phone, and printers).
• Ability to work in a confined area and sit at a desk for extended periods.
• Regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands/fingers to operate a computer, telephone, and keyboard.
• Specific vision abilities required, including close vision for computer work and reading.
• Light to moderate lifting may be required.

Location: Grand Rapids, MI