Insurance Positions

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Here are overviews of insurance positions with typical responsibilities and desirable behavioral characteristics. Every insurance agency or company has its own unique requirements and organizational and cultural differences. These can be helpful, though, in reviewing and updating your Job Descriptions to ensure you have covered all the bases. These can also be helpful in customizing your Job Match Patterns to reflect you exact needs.

These overviews are provided by Virginia Bates, VMB Associates Inc./VMBhits.com.

Agency Principal

Responsibilities

  • Determine agency statement of purpose, goals, standards and practices, and communicate them to staff.
  • Hold instructional staff meeting in first quarter.
  • Create and monitor agency budget and finances to ensure solvency, liquidity, and fiscal responsibility.
  • Develop and maintain positive relationships with banks, credit institutions, carriers, and other members of the community.
  • Create a book of business that’s profitable for the agency and its carriers.
  • Support Automation Manager in automation and operational improvement.
  • Select, educate, monitor, and assist agency manager(s).
  • Promote open communication, high morale, and staff involvement in goal setting and sales.
  • Seek out additional markets, sales tools and resources to enhance marketing effort.
  • Review, execute, and renew all agency contracts.
  • Cultivate long-term relationships with carriers and excess/surplus markets.
  • Maintain contact and updated information about automation vendors, and technology.

Characteristics

  • Visionary - Not Tactical
  • Trusting of Managers
  • Confident in System Reports to Monitor Progress
  • Inspiring. but Tough

Benefits Account Manager

Responsibilities

  • T-files, scans and attaches paper on new policies/clients.
  • Coordinates claims questions with client and carriers.
  • Follows up with clients and carriers on quote status and other marketing and processing activities.
  • Uses system coding to identify policies requiring renewal attention; reviews lists 100 days before renewal dates.
  • T-files, scans and attaches paper on new policies/clients.
  • Coordinates claims questions with client and carriers.
  • Follows up with clients and carriers on quote status and other marketing and processing activities.
  • Uses system coding to identify policies requiring renewal attention; reviews lists 100 days before renewal dates.
  • Gathers/prepares proposals for Life producers.
  • Runs Individual Life quotes using carrier Web sites and by contacting carrier.
  • Becomes familiar with applications, forms, and underwriting requirements for all coverage and carriers.
  • Keeps applicants up to date on status of approval process and resolution (if licensed) or refers to producer for client contact (if not licensed).
  • Performs any duty or project requested by agency management.

Characteristics

  • High intelligence level
  • Task-able but not task-myopic
  • Eager to offer opinions & recommendations
  • "Eye on the prize" approach to work
  • Technically astute; easy communicator
  • Loves clients

Benefits Producer

Responsibilities

  • Generates new accounts.
  • Responds to referrals.
  • Handles call-in and walk-in business as assigned by Manager.
  • Provides each client/prospect with a complete risk review.
  • Presents proposals and follows up with prospects.
  • Completes all apps and gets documents required by carriers.
  • Has insureds sign apps and collects deposits.
  • Inputs app/account data into system, including delivery specs for decs and claims checks.
  • Diaries items and handles follow-through.
  • Reviews upcoming expirations, notifies AM, and attends monthly renewal meeting, providing client information.
  • Reviews endorsement, claim, audit, and cancellation on producer referral non-renew reports.
  • Responsible for Late Audit amounts on accounts.
  • Assists AM and others with contacting clients as requested.
  • Checks open activities/suspensions daily.
  • Reviews coverage adequacy on all accounts.
  • Educates clients about agency payment expectations and cancellation procedures.
  • Meets production goal assigned by agency with business that meets agency and carrier standards.
  • Retains renewals by maintaining client contact and filling coverage needs.
  • Performs any duty or project requested by agency management.

Characteristics

  • Follow-up skills run deep.
  • Trades on more than personality and relationships.
  • Loves insurance and lets people know this.
  • Sees folly of “blaming the client.”
  • Sells the agency, not himself or herself.
  • Matches approach/language/pace to the client.

Bookkeeper/Financial

Responsibilities

  • Enters commission checks, return and additional payments, and client payments.
  • Maintains three bank accounts:
    • Operating (no premium payments)
    • In & Out (“Sweep”)
    • Trust.
  • Creates producer payables lists and commission checks.
  • Maintains low overdue receivables by active collection of overdue amounts.
  • Cancels policies as needed to stay in equity, notifying AM and Producer.
  • Administers and conducts month-end close and generates reports.
  • Reconciles all cash receipts, bank statements, etc.; reconciles direct bill commissions with carrier statements.
  • Writes off balances less than 1% of agency revenue; clears item over 1%.
  • Reviews, pays, and logs accounts payable -- or prepares checks for Principal/Operations Director to sign.
  • Works with clients to resolve payment problems and reduce accounts receivable.
  • Writes off balances less than 1% of agency revenue; clears item over 1%.
  • Reviews, pays, and logs accounts payable -- or prepares checks for Principal/Operations Director to sign.
  • Works with clients to resolve payment problems and reduce accounts receivable.

    Characteristics

    • Fits duties into bigger agency picture
    • Driven by accuracy and timeliness
    • Views errors found as training opportunities
    • Sees numbers, but also trends!

Claims Manager

Responsibilities

  • Assists AM as needed to take first reports of claims.
  • Fills in for absent AM in taking first reports.
  • Extends full courtesy and help to third parties involved in claims.
  • Maintains electronic data on all claims activity he/she handles.
  • Determines if claims are subject to draft authority.
  • Deals with adjustors, attorneys, etc. for resolution of claims.
  • Reviews accounts and recommends appropriate coverage to AM or client.
  • Deals promptly and openly with all carrier personnel.
  • Reports to management on claims service questionnaires.
  • Reviews reserves for accuracy and resolution.
  • Projects premium changes; notifies and amends as needed.
  • Visits carriers and clients as needed.
  • Performs other assigned by management.

Characteristics

  • Knows coverages
  • Driven by fairness and “what’s right”
  • Likes “going to bat” for a worthy cause
  • A fanatic on follow-up
  • Predicts, rather than reacts

Commercial Lines Account Manager / CSR

Responsibilities

  • Prequalifies new business.
  • Educates clients about coverage, exclusions, and exposures.
  • Helps clients make appropriate coverage changes.
  • Makes each contact a marketing opportunity.
  • Decides whether to use immediate or delayed invoicing.
  • Provides producers with technical support (to help clients and agency).
  • Prepares proposals and apps, submits them, and gets client signatures.
  • Follows up to ensure timely response.
  • Explains audit procedures to clients and reviews interim reports.
  • Provides binders, certificates, policies, etc. for clients.
  • Explains audit procedures to clients and reviews interim reports.
  • Seeks referrals from client base and follows through.
  • Summarizes schedules/proposals for review.
  • Remarkets, contacts clients, and follows up with producers.
  • Renews policies.
  • Verifies accuracy of direct billed cancellations.
  • Follows agency credit and collection policies.
  • Reviews walk-in payments.
  • Handles cancellations with care.
  • Refers clients and prospects to Life/Benefits Dept.
  • Assists in or designs insurance plans for clients, visiting clients as needed.
  • Assists or completes other tasks as directed by agency management.  

Characteristics

  • High intelligence level
  • Task-able but not task-myopic
  • Eager to offer opinions & recommendations
  • “Eye on the prize” approach to work
  • Technically astute; easy communicator
  • Loves clients

Commercial Lines Producer

Responsibilities

  • Generates new accounts.
  • Responds to referrals.
  • Handles call-in and walk-in business.
  • Provides risk reviews for clients/prospects.
  • Presents proposals and follows up.
  • Completes all apps and gets documents required by carriers.
  • Has insureds sign app and collects deposits.
  • Inputs app/account data into system, including delivery specs.
  • Diaries items and handles follow-through.
  • Reviews upcoming expirations, notifies AM, attends monthly renewal meeting.
  • Reviews endorsement, claim, audit, and other lists.
  • Responsible for Late Audit amounts for accounts.
  • Assists AM and others with contacting clients as requested.
  • Checks open activities/suspenses daily.
  • Maintains adequate coverage on all accounts.
  • Educates clients on payment and cancellation policies.
  • Fulfills agency production goals with quality business.
  • Retains renewal business through client contact and meeting coverage needs.

Characteristics

  • Has strong follow-up skills.
  • Trades on more than personality and relationship.
  • Shows a love for insurance.
  • Sees the folly of “blaming the client.”
  • Sells the agency, not themselves.
  • Matches approach, language, and pace to the client.

Information Systems Manager

Responsibilities

  • Understands agency management system's functions, configurations, input routines, and capabilities.
  • Maintains professional liaison with system vendor(s) and user group Web sites and bulletin boards.
  • Integrates system's functions with workflows and communicates with staff.
  • Responds proactively to system problems and service requests.
  • Solicits staff requests for additional system functions and/or training.
  • Trains staff to use the system hardware and software.
  • Expresses ideas and conveys information accurately and succinctly.
  • Customizes system to agency needs.
  • Installs and implements third-party software as needed.
  • Ensures system data integrity through reporting functions and requiring staff to correct database inaccuracies.
  • Maintains historical logs and runs system backups.
  • Uses technological innovations to improve agency performance.
  • Recommends appropriate hardware and software updates.
  • Determines cost-effective ways to accomplish upgrades.
  • Maintains hardware, network, phone lines, and other equipment.

Characteristics

  • Understands and “lives” client philosophy.
  • Focuses on user’s needs & business imperatives.
  • Provides “dazzling” results without going into technical detail.
  • Participates in business planning meetings.
  • Introduces effective tools and follows up on their usage.

Marketing Manager

Responsibilities

  • Works with producers and Account Managers on markets and account placement.
  • Recommends appropriate coverages on new submissions.
  • Reviews and compiles loss control and pricing programs for new business.
  • Advises on best person to market new business and handles new submissions.
  • Advises account managers on submissions they market themselves.
  • Tracks own marketing activities with apps and agency marketing spreadsheet.
  • Works with producers and Account Managers on renewals.
  • Places and negotiates appropriate accounts.
  • Follows up with carriers on quote delivery Negotiates coverage, pricing, and add-ons.
  • Prepares proposal, quote, and summary in format preferred by producer.
  • Updates apps based on producer notes.
  • Issues binders, ID cards etc., and orders policy from carriers
  • Follows up with carriers on quote delivery.
  • Sends e-alert of account status to Account Manager.
  • Stays current on pricing, product, and market information.
  • Acts as main agency liaison with carrier/MGA marketing/branch/home office staff.
  • Examines all changes in contract provisions with agency principals to get best terms.
  • Reviews carrier profit-sharing calculations.
  • Reviews reserve, loss and placement activity to maximize profit-sharing and commission revenue.
  • Handles other assignments as requested by management.

Characteristics

  • Problem-solver
  • Negotiates products/feature more than price
  • Doesn’t acknowledge “No”
  • Has irreproachable integrity
  • Makes friends with deadlines

Operations Director

Responsibilities

  • Creates a client-centered operation:
    • Retention/customer loyalty
    • Service standards.
  • Helps set mission statement, goals, service standards and practices; and communicates results to staff.
  • Has responsibility for agency automation.
  • Gives AMs and producers business placement guidelines.
  • Helps AMs and producers maintain high underwriting standards.
  • Implements and monitors account rounding.
  • Nurtures productive carrier relationships
    • carrier-specific forms
    • individual accounts
    • agency-wide programs or requests.
  • Implements and manages all agency financial operations to ensure solvency.
  • Reconciles premium & commission deposits with bank records.
  • Verifies daily deposit matches of direct billed cash and agency billed receipts.
  • Manages and oversees payroll and salary administration program.
  • Fosters staff competence and morale.
    • Trains staff in management and technical skills
    • Provides technical support
  • Maintains policy and procedures and applies them consistently.
  • Distributes workload as appropriate.
  • Ensures agency productivity through continuous process improvement.
  • Does hiring, firing, and contingency planning.
  • Provides access to company forms and rating manuals (paper and online).
  • Coordinates among departments.
  • Handles other assignments requested by management.

    Characteristics

    • Values and LIKES business process!
    • Expects accountability from self and all others.
    • Has “measurement mentality.”
    • Works with a high sense of urgency.
    • Moves fast and focuses on details.
    • Known as a fair hard-marker.

Personal Lines Account Manager / CSR

Responsibilities

  • Profiles clients and sends rounding letters.
  • Follows up and creates new lines.
  • Uses system coding to identify policies for renewal.
  • Pulls and acts on renewal reviews 100 days before renewal.
  • Sends producers requested account summaries.
  • Sends carriers timely renewal changes.
  • Handles new business - from marketing to deposits.
  • Submits business to carriers and turns follow-up over to QM.
  • Refers clients to Life/Benefits and Commercial Lines departments.
  • Tries to offset cancellations with return premium endorsements.
  • Works with potential cancellations to save the business.
  • Works with underwriters to save cancellations and remarket accounts.
  • Turns cancellation follow-up over to QM.
  • Makes sure clients send direct-bill payments to company.
  • For agency bill clients, verifies bill, adjusts invoices, and authorizes cancellation and collection.
  • Uses every contact to round the account, review needed coverages, and communicate these needs.
  • Performs any other duties or projects assigned by management.

Characteristics

  • High intelligence level
  • Task-able but not task-myopic
  • Eager to offer opinions and recommendations
  • “Eye on the prize” approach to work
  • Technically astute; easy communicator
  • Loves clients

Personal Lines Producer

Responsibilities

  • Generates new accounts.
  • Responds to referrals.
  • Handles call-in and walk-in business as assigned by manager.
  • Provides each client and prospect with a complete risk review.
  • Presents proposals and follows-up with prospects.
  • Completes all apps and gets required documents.
  • Has insureds sign apps and collects deposits from applicants.
  • Inputs app/account data.
  • Diaries items and handles follow-through.
  • Reviews upcoming expirations and notifies AM.
  • Reviews expirations and attends monthly renewal meeting.
  • Reviews endorsement, claim, audit, and non-renew reports.
  • Responsible for Late Audit amounts.
  • Helps AM and others contact clients as needed.
  • Checks open activities/suspenses daily.
  • Maintains adequate coverage on his/her accounts.
  • Educates clients on payment and cancellation procedures.
  • Meets production goals with business that meets agency and carrier standards.
  • Retains renewal accounts by maintaining contact and filling coverage needs.
  • Handles all duties and projects assigned by management.

Characteristics

  • Has strong follow-up skills.
  • Trades on more than personality and relationship.
  • Shows a love for insurance.
  • Sees the folly of “blaming the client.”
  • Sells the agency, not themselves.
  • Matches approach, language, and pace to the client.

Quality Manager

Responsibilities

  • Verifies that agency (Producer and Account Manager) have done their jobs correctly with good documentation and all coverages offered and documented correctly.
  • Handles interactive input into carrier's system (endorsements, new business, renewals, etc.).
  • Stays current on interactive input.
  • Checks carrier documents for accuracy and gets corrections from carriers.
  • Invoices transactions received from carriers.
  • Coordinates all carrier download activity.
  • Handles invoicing for downloaded transactions.
  • Readies and mails (or gives producer to deliver) all policy records that the agency mails.
  • Follows-up on delayed new, renewal, and change decs from carriers.
  • E-mails all gaps in coverage to Account Manager to be corrected.
  • Verifies date-stamping of all T-filing/scanned documents.
  • Updates claim status in system as received from carrier.
  • Maintains company-specific rates and forms for carriers that don’t support this information online.
  • Handles other duties assigned by management.

Characteristics

  • A lovable nerd
  • “Manic about accuracy”
  • Looks for errors AND opportunities
  • Has “last stop” mentality
  • Loves detail and carrier chaos

Receptionist

Responsibilities

  • Answers incoming calls within three rings, positively and warmly.
  • Directs callers to appropriate people.
  • Returns to on-hold calls every 45 seconds, asking caller to keep holding or leave a message/use voicemail.
  • Takes and delivers accurate phone messages, with call-back numbers.
  • Maintains a neat, attractive reception area.
  • Offers refreshments and other comforts to all visitors.
  • Maintains and updates the Welcome Board each day.
  • Collects, date-stamps, and files daily T-filing.
  • Handles other duties assigned by management.

Characteristics

  • Acts as “hearth” of the agency.
  • Offers face and voice to the public.
  • Warms the insurance process with humanity, kindness, and joy.
  • Fills quiet moments with project work.
  • Takes responsibility for agency’s physical appearance.

Please contact us with any questions or feedback at (505) 603-5503