Customer Account Manager

Position Title : Customer Account Manager

Department : Sales & Marketing

Reports to : Director of Sales & Marketing

Position Overview

The Customer Account Manager delivers professional and courteous service while maintaining relationships with clients and fostering relationships with prospective clients. Serving as a company and brand ambassador, they take responsibility for addressing customer concerns and questions, often acting as the main point of contact. This role requires independent problem-solving skills and the ability to work both swiftly and carefully to support new business opportunities and renewals in collaboration with Sales & Marketing and Underwriting teams. Candidates must hold a Property and Casualty license to qualify.

Key Responsibilities

• Conduct proactive outreach to clients regarding policy updates, outstanding requirements, and upcoming renewal deadlines.
• Initiate and manage phone calls to clients to discuss coverage details, answer questions, and ensure all policy needs are addressed promptly.
• Collect payments by phone, including processing premiums, setting up payment arrangements, and confirming transactions in accordance with company procedures.
• Request and secure renewal bind instructions, ensuring all necessary documentation is received and submitted ahead of deadlines.
• Maintain active follow-ups on all accounts to ensure no outstanding items remain, including underwriting requests, missing documents, and payment issues.
• Provide clear explanations of coverage options, endorsements, and policy changes to support client understanding and satisfaction.
• Document all client interactions accurately in the CRM and ensure records are updated in real time.
• Coordinate with underwriting and internal teams to resolve client questions or concerns quickly and effectively.
• Monitor renewal pipelines to ensure timely communication and bind confirmations for all upcoming renewals.
• Identify potential service issues early and take initiative to resolve them before they escalate.
• Support retention efforts through consistent follow-up, clear communication, and proactive client service.
• Adhere to compliance, regulatory requirements, and internal service standards in every interaction

Provide back-up support for office / reception staff as needed.

Qualifications

Personal Attributes