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Broker Account Manager Full-time

at Church Mutual Insurance, S.I. Wisconsin in Wisconsin (Published at 26-04-2022)

Overview: **This is a hybrid position and offers the opportunity to work 50% of time remotely and 50% of time in the office.
Provide timely and accurate solutions to assigned internal and external customers to include service requests from brokers and agencies, CM Group subsidiaries, and others to support the retention of business. Develop and maintain business relationships throughout the organization to handle all assigned customer requests, inquiries, and resolve issues to an agreeable solution. Develop service plans for assigned policyholders on new and renewal business with input from agent/broker, policyholder, and internal sources such as underwriting, claims, and risk control. Schedule and coordinate service activities, events, or meetings as assigned or required. Serve as the primary service contact for assigned policyholders, brokers, agencies, and CM Group subsidiaries. Delegate service requests as needed within the team and throughout the organization, communicating updates and final resolution to customer and all stakeholders. Identify process or system changes from reported issues and recommend solutions. Serve as resource and/or lead to implement solutions or assist with projects or change initiatives. Responsibilities:
  • Handle incoming calls, emails, and other requests from assigned internal and external customers, including brokers, agencies, CM Group subsidiaries, and all assigned policyholders.
  • Develop and maintain business relationships throughout the organization to handle all assigned customer requests, inquiries, and resolve issues to an agreeable solution.
  • Resolve all service issues, concerns, and escalated items identified or perceived as issues or concerns for policyholders, agents/brokers, or CM Group management. Work within team and across departments to achieve customer satisfaction and resolve issues.
  • Manage and coordinate service plans and customer expectations on assigned accounts. Develop service plans for assigned policyholders on new and renewal business with input from agent/broker, policyholder, and internal sources such as underwriting, claims, and risk control.
  • Collect, evaluate, and prepare account information related to meeting customer expectations related to service plans, response time, quality, and quantity of processing transactions, RMIS, and other requested reports.
  • Lead and conduct policyholder meetings for onboarding, service plan review, and/or stewardship meetings for assigned account. Periodically attend these meetings in person, when requested or appropriate.
  • Be a role model and resource for team members, providing answers and directives on service plans and tasks to ensure customer satisfaction and process efficiency.
  • Educate and ensure others understand the service plan and expectations of broker customers and ensure exceptions are identified and addressed with projects or change initiatives.
  • Travel, as necessary, with expectations at 10% of working hours or an estimated one trip a month, ten months a year.
Qualifications:
  • Bachelor?s degree is preferred.
  • Significant industry experience with a high school diploma or equivalent may be considered in place of a bachelor?s degree.
  • Minimum of five years of relevant insurance experience is preferred.
  • Ability to obtain and maintain property and casualty insurance license.
  • Continuing education in the insurance industry is preferred.
  • Significant knowledge of company services, products, and structure is preferred.
  • Account management techniques, customer service experience, or demonstrated ability to handle accounts with complex needs and demands will be considered a plus.
  • Demonstrated ability to express ideas clearly and concisely (verbal and written) to internal and external customers.
  • Organizational and interpersonal skills to set priorities and manage time and be responsive to policyholders, agents, or brokers.
  • Ability to maintain effective working relationships at all levels and throughout the organization.
  • Demonstrated skills in relationship building, including the ability to influence others, collaborate, and/or negotiate solutions.
  • Excellent interpersonal skills necessary to perform in a fast-paced environment, handling multiple priorities and high-profile customers.
  • Demonstrated desire and commitment to continually learn and strengthen knowledge, accept new challenges, and strive for personal improvement/growth.
  • Ability to present ideas and information in formal and informal group settings.
  • Ability to learn and use proprietary software and Microsoft products.
  • Ability to maintain confidentiality.

Church Mutual is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.


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