As Personal Lines Manger, working with the Sales Executives and under the direction of the Service Supervisor, you will help plan, lead and guide the growth, renewal and servicing of accounts to contribute to continued growth and operation of the brokerage. Your primary role will be to act as the go-to contact for all customer insurance needs. You are responsible for always maintaining positive and proactive customer communications while performing all renewal activities for the assigned customers (Book of Business) and mentoring the rest of the team.

Renewal System:

• Maintain a positive and proactive working relationships with key stakeholders in the renewal system and follow all CMB procedures, forms, checklists and workbooks as outlined in the CMB Renewal System
• Pre-renewal activities, customer updates, and ensuring that marketing and renewal presentations be completed on time and as per company policy
• Cross-sell or up-sell other products and services that the brokerage offers to new and existing clients
• Coverage review checklists must be performed on an annual basis as per the CMB Renewal System
• Build marketing relationships with CMB designated underwriters, maintain a positive and proactive relationship with underwriting, always putting the client's needs first

Customer Service:

• Be familiar with and follow company policies and procedures as established (Employee Handbook, Renewal Procedure, Claims Procedures, Collections and AR procedures, etc.)
• Respond to and address all client inquiries and requests in a timely manner
• Assist the Sales Executives in the collection of deposit premiums, and finance deposits and contracts on behalf of the brokerage
• Collection of all outstanding underwriting requests from customers
• Constantly obtain and share underwriting information required
• Maintain, update and organize all data – electronic and paper filing systems utilized by the department/organization
• Prepare customer account reconciliations for accounting inquiries
• Provide clear instructions to CSR and Processing team for all transactions
• Request cancellation on all overdue/unpaid accounts

Team Support:

• Report any problems on potential lost accounts before occurrence to the Service Supervisor
• Report all potential bad debts immediately to the Service Supervisor
• Take all steps to prevent Errors & Omissions, and report any potential E&O to the Service Supervisor
• Supervise and check the processing of the Customer Service Representatives to ensure accuracy
• Mentor and provide training assistance to the department Customer Service Representative

Office Support:

• Attend and participate in Account Manager/CSR meetings, general staff meetings, company functions and attend Chamber of Commerce events
• Abide by and adhere to the policies and procedures as outlines in the Policies and Procedures manual
• Utilize the Agency Manager, PowerPoint, Excel, Word, All Insurance Portal programs
• Other related duties as assigned

Knowledge and Experience

• Level 2 Licensed Insurance Agent
• Member of or currently working towards the C.I.P. or CAIB designation
• 4-7 years’ experience within a commercial insurance business environment
• 3-4 years’ experience within a team environment in a customer service position
• Experience with Agency Manger, Microsoft Office Suite or comparable computer systems

Please note this role offers a competitive compensation package based on experience

This job operates in a professional office environment. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.