New in role (0–3 mos)

• Delegate simple WorkSmart tasks to Client Advocate (CA)

Meeting expectations (3–6 mos)

• Delegate simple and complex tasks to Client Advocate. Efficiently delegates email requests, asks for Loss runs summaries from Risk Management team, etc.
• Communicate policy changes to CA and delegate supporting service items
• Understand agency billing/premium finance and when tasks should be delegated 
• Ensure Premium Allocations are completed. Either Producer or Client Manager may handle this task. ***
• Mentorship of CA role. Give CA tasks to grow their knowledge, skills, and abilities

Exceeding expectations (6+ mos)

• Create opportunities for the CA to grow and learn. Ex: Delegate tasks to stretch their skillset.
• Find ways to continually improve the communication and workflow in your service team

_{*May have overlap into the Sr. CA/CM roles. These can be dependent on book; industries covered and account complexities.}

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Knowledge

• Priority level of each task
• Know CA role and job expectations
  

Skills

• Strong Verbal Communication
• Delegation
  

Technology

• AMS360
• WorkSmart

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Activities

• Delegate opportunities in renewal process for CA to learn placement strategies and build carrier relationships.
• Discuss with Producer any accounts with Premium Allocation. 

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New in role (0–3 mos)

• Be able to discuss basic forms/coverage knowledge
• Know carrier differences in billing and common processes
• 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
• Create 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.

Exceeding expectations (6+ mos)

• Consult/upsell based on insured exposures. Share  opinions directly to client or suggest to the producer.
• Know when to use your client relationship and when you go through producers.
• Utilize partnerships to help with complicated accounts/specialized coverage (Ex: Clinical trials)
• 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.

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

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Training Activities

• Learn Core carrier partnerships and placement strategies. Meet with manager and/or marketing team
• Find a mentor strong in this skill. Watch them in action.
• Learning/improving this skill happens over years of practice. Talk to someone who does this well and ask for their advice.
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New in role (0–3 mos)

• Understand the workflow process, documents needed and how to use the Expiration List (X List).
• Complete renewal paperwork with carriers
• Learn Indio system for renewal workflow
• Prepare submissions
• Review quotes with producer and marketing team. Play supportive role, 80% determined by producer
• Understand what team meetings you are a part of and your role as a Client Manager. 
• Prepare proposals using Word Proposal document

Meeting expectations (3–6 mos)

• Share key updates during the Team Meetings.
• Communicate outstanding items and delegate renewal activities. 
• Own quotes with producer and marketing team. Act as the leader in the process. 
• Negotiating coverage and price
• Own placement of accounts
• Consistently use Indio in the renewal process
• Prepare loss run summaries and share insights from the findings. 

Exceeding expectations (6+ mos)

• Negotiate coverage and price on complex coverages and accounts 
• Prepare rate comparison spreadsheets 
• Participate in Face to face meetings with clients. Proposing renewal. This depends on Producer/account. 

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Knowledge

• Forms and coverages required based on account
• CIC Designation or equivalent
• Markets available and what’s offered
  

Skills

• Formatting proposal
• 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

• AMS360
• Word
• Indio

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Resource

Expiration List (X list) with Workflow Process

Training Activities

• Set up macros for the X list.
• Talk with your producer regarding your X list. Discuss each client and  what is important in the renewal process? 
• Discuss what additional forms are needed
• List of Underwriters/Key Contacts by Company

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New in role (0–3 mos)

• Generate and send applications to underwriters
• Meet with Marketing team and understand their role/how to use them
• Understand the marketing templates available  
• Learn Indio system for new workflow
• Prepare submissions
• Review quotes with producer and marketing team. Play supportive role, 80% determined by producer
• Understand what team meetings you are a part of and your role as a Client Manager
• Prepare proposals using Word Proposal document

Meeting expectations (3–6 mos)

• Know when to use a template and when to call/discuss with underwriter
• Know when and how to use the Marketing Team 
• Own quotes with producer and marketing team. Act as the leader in the process. 
• Negotiate coverage and price
• Own placement of accounts
• Consistently use Indio in the marketing process

Exceeding expectations (6+ mos)

• Negotiate coverage and price on complex coverages and accounts 
• Prepare rate comparison spreadsheets. 
• Participate in face-to-face meetings with clients.
• Proposing renewal. This depends on Producer/account. 

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Knowledge

• Forms and coverages required based on account
• CIC Designation or equivalent
• Understand markets and what is offered
  

Skills

• Formatting proposal
• Verbal Communication
• Strong Carrier Relationships 
  

Abilities

• Can negotiate prices and coverages needed
• Confidently explain the key operations and steps/roles needed in the renewal process
  

Technology

• AMS360
• Word
• Indio

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Training Activity

List of Underwriters/Key Contacts by Company

New in role (0–3 mos)

• Get to know Client Advocate & Producer
• Understand team workflow and how to communicate within team
• Get to know key carrier partners and their expectations of Client Manager
  

Meeting expectations (3–6 mos)

• Partner with carriers and negotiate on simple types of accounts/coverages (types of accounts where all carriers want the business). 
• Support the CA to meet job expectations and do what’s required in their role
• Know when producers need to step in and ask for their involved 
• Be open feedback from carrier partners. Work towards improving to meet their expectations. 
  

Exceeding expectations (6+ mos)

• Negotiate with carriers on tough accounts. Artfully negotiate price and coverage. “Sell the account” to the underwriter.  
• Know how to tactfully share opinion and when to push back to producers
• Explicitly ask for feedback from carrier partners. Understand what they like and where you can improve. 

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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
  

Technology

• AMS
• WorkSmart

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Training Activities

Learn Core carrier partnerships and placement strategies. Meet with manager and/or marketing team

Find a mentor strong in this skill. Watch them in action.

Learning/improving this skill happens over years of practice. Talk to someone who does this well and ask for their advice.

New in role (0–3 mos)

• Understand and know how to do certificates, audits, change requests and endorsements
• Easily navigate AMS

Meeting expectations (3–6 mos)

• Know types of audits and forms required in these situations. Know how to guide CA in completing activities or jumping in to solve for complex issues
• Handle audit disputes
• Pull a loss run summary. Be able to communicate insights from the report & how it affects your client
• Follow up on subjectivities

Exceeding expectations (6+ mos)

• Teach CA why additional audit documents are important. Provide examples of risks if something goes wrong in the audit process. (ex: audit reporting form, composite rated auto, builders risk reporting forms)
• Provide feedback and coaching to CA to support their learning and minimize E&O risk. 

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Knowledge

• Ability to maneuver carrier websites
• 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

• AMS360
• WorkSmart
• Word

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Training Activities

• Complete any or all CA training activities to learn or get a refresher on common processes. 
• Learn types of audits and when an activity complex and requires CM assistance

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