Personal Lines Account Manager

The HLI Way

Humanity – Treating every client with care even in the face of aggression but also being treated with kindness, care and compassion.

Leadership – Not only are we leaders in our industry but our community and each other as well.

Integrity – Always doing the right thing for our client, the agency and our team even when it is uncomfortable or unpopular. The agency will have your back when you are acting with integrity.

Wisdom – Educating the client and continuing to educate ourselves. As professional insurance agents our value to our clients is our knowledge and experience through which we can impart wisdom to our clientele and community.

Accountability – Taking pride in being responsible for following the values of the agency, all processes in working together in a culture of accountability.

You – Each member of this carefully crafted team solidifies our ability to provide an elite experience to our clientele. The value of HLI is the collective value of its members. Nurturing, respecting, and sharing our individual values within the HLI Way is what catapults you to impact lives when they need it most.

Mission of the Personal Account Manager

To serve and grow the book of clients assigned to you by providing extraordinary service, educating the customer, identifying revenue growth opportunities and generating referrals. Account managers focus on servicing, upselling, remarketing and growth within their current book of business while also occasionally supporting their co-worker to provide the best client experience.

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Key Responsibilities of This Role

Maintain a retention rate of 90% on your book of business (are we set to track this some way? If so should cancellation requests be sent to the AM to try and save, otherwise they are being graded on something they might not have input in)
1. Try to save clients who are requesting to cancel with a coverage and premium review
2. Work efficiently and effectively with clients on their policies
3. Complete 100% of account reviews (REVP, APPX) assigned to you.
  1. Identify coverages that clients have with other agents
  2. Generate demand for coverages the client didn’t know they needed (i.e. boat, umbrella, etc.)
4. Respond to client’s request for a formal review of possible changes or remarket quotes that improves the client relationship, generates opportunity and reduces remarketing
  1. Follow agency remarketing guidelines when remarket is unavoidable
  2. Review if the client has EFT, Paperless, bundle discounts etc.
5. Effective account rounding
6. Generate referrals for personal lines and other departments
7. Educate the clients about the benefits of having our agency as their agency
8. Assist clients in getting policies reinstated if service team is unavailable
Provide outstanding inbound service on claims, billing questions and endorsements
1. Work to manage clients’ expectations
2. Follow up via phone or email with clients
3. Use every opportunity to confirm and update client contact information
4. Service Personal Lines accounts in a manner so as to eliminate gaps in coverage, thus reducing E&O exposures
5. Document the management system with every touch point
6. Follow agency service standards on follow up and follow through
7. Work to deescalate situations using problem solving skills, experience and knowledge
Positive attitude and efficient work ethic
1. Work to increase and improve efficiency on a daily basis
2. Posses and maintain a positive mental attitude, including positive working relationships with clients and agency personnel
Sell new business for the agency
1. Create new business opportunities and quote them either on the phone or book an appointment with the person to review quotes no more than 48 hours later
2. Follow the agency sales process
3. Follow up according to the sales process
4. Hold the target agency closing ratio
Work to support the marketing and branding team in the following ways:
1. Suggest blog topics to the marketing department
2. Participate in pictures and agency branding opportunities when invited
3. Ask for google reviews.
Other responsibilities as directed by your manager

Desired Outcomes of This Role

Achieve a client retention rate of 90% or higher and expand the book of business by providing exceptional service, managing policies effectively, and uncovering new coverage opportunities.
Increase revenue by leveraging account rounding, generating referrals, and educating clients on comprehensive coverage plans.
Enhance client trust and agency value through proactive education on the benefits of selecting the agency, facilitated by thorough account reviews and clear communication.
Ensure high operational efficiency and client satisfaction with accurate documentation, streamlined processes through technology, and strong client and team relationships.

Required qualifications

Must be able to work onsite from our office in Dr. Phillips five days a week
Prior customer service or sales experience
Ability to adapt to and learn new technologies
Willingness to pursue insurance license if not already licensed

Preferred qualifications

Licensed insurance agent
Prior agency experience
Experience with Applied Systems Epic
Experience in life insurance

HLI Benefits

Competitive base salary + monthly performance-based bonuses
Company 401K with 4% match
Medical, vision, and dental insurance
100% employer-paid Life insurance
100% employer-paid Accidental Death & Dismemberment insurance

Key Performance Indicators (Metrics)

Retention
New Business
New Business Closing Ratio
Google Reviews
Phone Usage

Principles

Address difficult issues professionally and quickly
Listen to learn and strengthen the agency
Be relentlessly positive with the team and see their potential when they cannot
Outlast the suck of adopting change
Be driven to achieve the agency’s goals

Critical Competencies

Feedback:

Every 90 days you will meet with your manager to review any bottlenecks, ideas you have to improve as well as the objectives outlined in your job description.
Each year you will receive a formal review.

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