Commercial Lines Account Manager

About Duncan Financial Group

Headquartered in Irwin, Pennsylvania – we help clients build and protect a better financial future. Our vision is to become the premier independent insurance and financial services organization that sets the standard for adding value to the lives of our clients, our employees, and our community stakeholders. At Duncan, we know that our greatest asset is our employees. We offer a new standard of insurance and financial guidance that is unmatched in the industry. Family-run for over 45 years, our diversified professionals get to know the needs of every client to deliver award-winning service for all their insurance, wealth management, and accounting needs. Built on a solid foundation, our relationships last for generations. Duncan Financial Group is quickly expanding both organically and through acquisition. With consistent and constant growth, we are continually seeking new talent to join us and continue to develop with us.

Commercial Lines Account Manager

Job Summary:

The Client Account Manager is responsible for providing exceptional client support, issue resolution, team support and administrative duties. This position works under the direct supervision of the Director of Commercial Lines Operations. This position regularly interacts with our clients, vendors/carriers, and sales executives to implement new clients and support existing clients with additional use of specialized/exclusive programs and services. This role requires a strong understanding of insurance products and services, excellent communication skills and the ability to foster long-term client relationships. This is accomplished by taking personal responsibility for each client contact and ensuring that all client requirements are completely met. The primary responsibility is understanding client requirements along with supporting the sales executives’ efforts to increase the sales opportunities and market penetration of the company. This position coordinates these services in a manner which meets client service requirements while maximizing both cost savings for our clients and overall company revenue. The position will require a commitment to in-office workdays as well as provide flexibility of remote work.

Responsibilities:

New Client Implementation: (30% weight)

• Obtains accurate information, per the producer, from prospect/client for new business accounts, collects and reviews client information to assess risk exposure and insurance requirements.
• Collaborates with internal teams and carriers to prepare accurate quotes, proposals and policy documents.
• Coordinates the onboarding process for new clients, ensuring a smooth transition. Facilitates the completion of necessary paperwork and compliance requirements.
• EPIC entries for new lines of business and creating activities/attachments of all components of the implementation process.

Sales Support: (25% weight)

• Collaborates with the sales team to identify and pursue new business opportunities.
• Supports sales through service, education, and effective problem solving.
• Prepares client presentation items including claims reviews, new business, and renewing business proposals by collecting and analyzing client data, carrier/vendor information and agreements.
• When requested, participation in prospect/client presentation and review meetings.
• Manages implementation timeline/checklists for new business.
• Prepares and submits all required carrier and insurance forms.

Client Support/Issue Resolution: (30% weight)

• Manages an assigned book of business, builds, expands, and solidifies relationships with existing clients to maintain a high retention level.
• Addresses client inquiries, requests, concerns and complaints promptly and professionally.
• Manages the renewal process for all client policies within the assigned book of business which will include obtaining accurate renewal information, from clients and carriers for existing business accounts, gather data, quoting and creating a proposal.
• EPIC entries for new lines of business, updating lines of business at renewal, creating activities, and attaching emails as requests / changes / issues arise.
• Communicates with the department director when an issue arises that requires additional support for issue resolution to occur timely along with following up with all parties involved.
• Monitors the status of pending client requests and communicates the status to the client and sales executive (when appropriate).
• Participates in carrier webinars, trainings and programs for continuing education.
• Assists in resolving billing and claim issues with the client and carrier.

Team Support & Administrative Duties (15% weight)

• Makes recommendations to sales and management by collecting customer information and analyzing client needs.
• Attends team meetings, staff meetings and carrier meetings per the direction of the department manager.
• Assists with policy clean-up projects to maintain the most accurate data as well as confirming premiums and commissions.
• Implements client contracts and provides support to the accounting, sales, and marketing efforts of the company.
• Contributes to the team effort by accomplishing all other duties and responsibilities as assigned.
• Maintains positive and professional relationships with all departments to resolve issues and complete projects.
• Maintains knowledge of all current company services, products, schedules, programs, and similar data as required.
• Follows all systems, policies and procedures as outlined in the operating manual.
• Organizes workflow to meet internal and external deadlines.
• Maintains accurate records and accurately updates account information.
• Manages telephone calls and emails professionally, efficiently and with good communication skills.
• Assists team members while out of the office on client requests.

Qualifications:

• Associates or Bachelor’s Degree desired and proven experience as an Account Manager in Commercial Lines Insurance with a Pennsylvania Property & Casualty license.
• Must have excellent knowledge of commercial insurance products, policies and regulations along with computer skills to include Microsoft Office (Outlook, Excel and Word) as well as experience with an insurance data management system, preferably EPIC.
• Requires strong communication skills both written and oral.
• Must have strong problem solving and analytical skills.
• Should be detail-oriented with strong organizational and time management abilities.
• Able to handle multiple tasks/projects, set priorities and work independently in a fast-paced environment.

Hours: Monday-Friday, 8:30am-5:00pm (Flexible)

Office Location: 311 Main Street, Irwin, PA 15642 (Hybrid Work Options Available)

Duncan Financial Group offers a robust benefits package with the following:

• Hybrid work arrangements available
• Competitive Compensation
• Three United Healthcare Medical plans to choose from
• United Healthcare Dental plan- free for employees
• United Healthcare Vision plan
• Company paid Life Insurance with additional supplement life options for employees and their families
• Short Term Disability
• Company Paid Long Term Disability
• 401(k) - Company Match (Safe Harbor)
• Supplemental insurance including Critical Illness, Accident, Prepaid Legal
• PTO with prior employer matching
• Paid Holidays
• Financial support of continuing education and additional development and certifications
• Bonus program for suggested certifications
• Social and Philanthropic opportunities

No Solicitation Notification to Agencies: Please note that Keystone Agency Partners and our Partner Agencies do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, Keystone Agency Partners will not consider or approve payment to any third parties for hires made.