Lead Account Manager

Independently manage a book of complex commercial insurance accounts, serving as a strategic advisor to clients and providing high-level oversight of service delivery, while leading internal coordination, and mentoring the service team, supporting agency growth and retention goals.

REQUIRED POSITION QUALIFICATIONS/BEHAVIORS:

Possess and maintain Property & Casualty license.

Possess ACSR or comparable designation and be working to obtain AAI or comparable designation.

Strong working knowledge of commercial lines coverages.

Highly detail-oriented with strong organizational abilities.

Excellent written and verbal communication skills with a strong sense of urgency.

PREFERRED POSITION QUALIFICATIONS/BEHAVIORS:

Five years of independent agency customer service experience.

Bachelor's Degree or equivalent experience.

Familiarity with carrier guidelines and underwriting rules.

DUTIES & RESPONSIBILITIES:
Responsible for account servicing needs directly with the client during the policy year, including but not limited to the following:

Client Service and Communication:

Adherence to CRS Core Values, Code of Ethics and policies and procedures, including time standards.

Maintain accurate and complete client files.

Serve as the lead for client inquiries involving policy structure, coverage options, billing questions, and daily service.

Exercise discretion in setting service priorities and responding to emerging client needs based on business urgency.

Respond promptly to client inquiries, documenting communications and resolutions.

Exercise discretion when resolving client complaints or coverage and premium discrepancies.

Policy Administration:

Issue and verify binders, certificates, endorsements, and policies.

Interpret complex policy language, audit outcomes, and carrier guidelines to assess compliance with contractual obligations.

Monitor policy expirations and renewal logbook to prevent coverage lapses.

Support invoicing and premium collection processes.

Oversee task distribution across the service team; provide mentorship and direction to Account Managers and support staff.

Collaborate with team members including Second AM, Assistant AM, and others (Fusion First, Certificate Department) while delegating and overseeing:

Certificates of Insurance and Auto ID cards.

Endorsements /change requests.

Data entry (clients, applications, policy info).

Binds coverage as directed by the team.

Monitoring and processing cancellations.

Audit review, processing, follow-up, and collection.

Invoicing.

Assist with premium collection as needed.

Monitor policy expirations and renewal logbook to avoid any lapse in coverage.

Establish service priorities and escalation protocols for designated team members.

Identify inefficiencies in servicing workflows and recommend process improvements.

Participate in internal performance evaluations or workflow audits.

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