Lead Account Manager

PRIMARY OBJECTIVE:

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.

Team Collaboration & Task Delegation:

• 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.
• Other strategic duties as assigned.