Account Executive Role Expectations
This page represents main job duties and processes. It is not representative of all work or projects assigned to you by leaders.
Core responsibilities
- Retain business as assigned.
- Utilize Team huddles to communicate with team on service needs, potential competition and operational updates for clients/accounts. Know the operations of the business/account and actively teach the service team.
- Own the client relationship. Support the CG goal to have a team supporting the file (Loss Control, Client Manager and Client Advocate).
- Be a technical expert. Provide trusted insurance advice which improves the client experience and increases probability of both future retention and generation of referral business.
- Constantly build and maintain network of prospects, suspects to effectively grow originated book of business and have a pipeline of prospects.
Task expectations & resources
Manage book of business
Producers who know the roles and skills on their service team can delegate work effectively. Sharing turnaround expectations with your clients allows the service team to manage workload.
Producers who use CG partners like Loss Control, Claims, etc. enhance the customer experience and support book retention. Thus, allowing the producer to focus time on writing new business.
New in role (0–3 mos)
- Understand what team meetings are needed and your Producer role in the team meetings
- Understand common processes and expectations for turnaround time
Meeting expectations (3–6 mos)
- Uphold the value of relationships described by the 3 Cs: Carrier, Client, Co-workers
- Maintain professionalism and a calm demeanor while maintaining the book of business
- Filter renewal discussions and marketing needs through your dedicated Service team first, and they will engage with marketing as needed
- Communicate to key partners and keep them informed on client updates
- Understand agency billing/premium finance and when tasks should be delegated
- Ensure Premium Allocations are completed.
Exceeding expectations (6+ mos)
- Create opportunities for the CM/CA to grow and learn
- Find ways to continually improve the communication and workflow in your service team
Knowledge
- Priority level of each task
- Know CA role and job expectations
Skills
- Strong Verbal Communication
- Delegation
Technology
- Salesforce
- Expiration Lists
Training Activity
Learn from CM common processes and level of service expectations.
Training Activity
Discuss with Client Manager Premium Allocation process. Determine who is responsible for completion
Activity
Delegate opportunities in renewal process for CM/CA to learn
Maintaining and building rapport with key partners (Client Manager, Client Advocate, Risk Management Team, Carrier Partners)
How you get things done. Keeps the peace. Maintains strong relationship.
New in role (0–3 mos)
- Get to know Client Manager & Client Advocate
- Understand team workflow and how to communicate within team
- Get to know key carrier partners and expectations of Producer
Meeting expectations (3–6 mos)
- Support the CM/CA to meet job expectations and do what’s required in their role
- Know when producers need to step in and support the CM/CA
- Be open to feedback from carrier partners. Work towards improving to meet their expectations.
- Communicate with service team updates on the CD EDGE (BluePrint) process and what you’re preparing for clients. Be clear on what was promised to clients in the sales process.
- Own any Loss Control action items offered in CG EDGE process.
Exceeding expectations (6+ mos)
- Work with your Service and Marketing Team and decide best course of action to negotiate with carriers on tough accounts.
- Know how to tactfully share opinion and when to push back to marketing team
- Explicitly ask for feedback from carrier partners. Understand what they like and where you can improve.
Knowledge
- Understand carriers preferred business, appetite for risk
- Understand Commercial Lines placement strategies
Skills
- Communication Skills
- Negotiation
Abilities
- Rapport & relationship building
- Use resources and partnerships wisely
Training Activity
Learn Core carrier partnerships and placement strategies. Meet with Commercial Lines Leaders
Training Activity
Discuss key carrier partners and vendor relationships with Producer Trainer
Training Activity
Discuss CG EDGE (BluePrint) process with Producer Trainer
Act as a technical expert to client and team
Christensen Group wins business because we have technical expertise. Technical experts can correctly advise client to add policies and coverages that protect their asset. Having a strong technical team creates trust with carrier partner that we know the risks we are placing with them.
New in role (0–3 mos)
- Be able to discuss basic forms/coverage knowledge
- Know forms needed on a policy, which carriers cover what
- Know what forms are and which forms are important or can be removed. Understand which forms are important based client/business type
Meeting expectations (3–6 mos)
- Review contract language and know how to fulfill requirements in contract. Be able to review and consult on any missing parts
- Review the CM’s coverage comparison worksheets on past and current policies
- Understand form language and how it relates to Insured’s operations. Know if the proper forms are being used
- Educate clients and/or client’s vendors on what requirements are needed or not necessary. Move requirements out of contracts when it’s unnecessary
- Understand complicated policies and be able to explain (ex: WC dividend/retro plan)
- Simplify insurance complexities to any type of audience – uninformed buyer vs. smart buyer.
- Consult/upsell based on insured exposures. Share opinions directly to client
Exceeding expectations (6+ mos)
- Utilize partnerships to help with complicated accounts/specialized coverage (Ex: Clinical trials)
Knowledge
- Forms and coverages required based on account
- CIC Designation or equivalent
- Understand markets and what is offered
Skills
- Communicate complex items in a simple fashion
Abilities
- Ability to decipher key points and articulate to carrier/client what’s important to them
- Find other technical experts and learn from them
Technology
- WorkSmart
Training Activity
Be curious and act as a continuous learner in Insurance market, products, coverages and trends.
Manage renewal process
Presenting a renewal keeps clients informed of the policies, coverages, and prices. Must be done on a timely manner and communicated to support client retention.
New in role (0–3 mos)
- Learn Indio system for renewal workflow
- Review quotes with CM
- Understand what team meetings you are a part of and your role as a Producer
- Present Proposals using CG standard Word Proposal document.
Meeting expectations (3–6 mos)
- Proactively share client meeting dates and key items during Team Meetings. Be clear when renewal items are needed
- Communicate outstanding items and delegate renewal activities
- Partner with CM on quotes, coverage and price negotiation
- Support CM in placement of accounts
- Consistently use Indio in the renewal process
- Share loss run summaries and insights from the findings to clients.
- Be an advocate for Indio process with new clients (use it from the get-go)
Exceeding expectations (6+ mos)
- Step in, as needed, to negotiate coverage and price on complex coverages and accounts
- Invite CM to participate in Face-to-face meetings with clients, to support their growth
Knowledge
- Forms and coverages required based on account
- CIC Designation or equivalent
- Markets available and what’s offered
- CG EDGE (Blue Print)process
Skills
- Verbal Communication
- Strong Carrier Relationships
Abilities
- Can negotiate prices and coverages needed
- Confidently explain the key operations and steps/roles needed in renewal process.
Technology
- Salesforce
- Indio
- Word
Training Activity
Talk with your CM regarding your X list. Discuss each client and what is important in the renewal process? How will you communicate updates in the process?
Training Activity
List of Underwriters/Key Contacts by Company
Resource
Expiration List (X list) with Workflow Process
Provide supporting documents
Sharing information in a timely manner allows service team to deliver a quality client experience.
New in role (0–3 mos)
- Understand and know supplemental applications are needed and when to get this.
- Provide complete Binding Instructions
- Gather Binding Subjectivities
- Collect Down Payments for Agency bill accounts
- Collect late agency bill payments
Meeting expectations (3–6 mos)
- Provide full and complete submissions.
- Submit pre-qualified accounts and have a hit ratio of 80 %
Exceeding expectations (6+ mos)
- Provide feedback and coaching to CM/CA to support their learning and minimize E&O risk
Knowledge
- Understand how client files are organized and where to find carrier/policy information in the file
- Accounting basics
Skills
- Listening
- Verbal Communication
- Phone Etiquette
- Attention to Detail
- Commitment to Service & willingness to step in when necessary to deliver quality customer service
Abilities
- Ask the right questions, to guide and coach others
Technology
- WorkSmart
- Word
Training Activity
Learn types of audits and when an activity complex and requires CM assistance
