Select Commercial Lines Account Manager

Patra Corporation is the worldwide leader in insurance back-office and account management business process outsourcing. Patra offers a wide range of services designed to lower costs, reduce risk and improve employee productivity through the transfer of account management and business support functions, such as policy checking, certificate issuance, eligibility processing, quality control and account audits, to operation centers in the US, India, and the Philippines.

The Commercial Lines Account Manager needs to be a self-starter, well organized, highly detailed, possess excellent written and verbal communication skills as well as having a solid Commercial Lines insurance knowledge base and Property & Casualty license in this work from home position. The Account Manager serves as the primary contact and liaison with clients; ensures ongoing consistency as well as managing the day-to-day servicing, renewals, and new business. Our commitment is to provide positive and quality customer service in all areas, ensuring timely delivery, and accuracy of work/service provided. The Account Manager will manage proactively and efficiently an agreed upon book of business and utilize India team to support while adhering to Patra Select servicing standards.

Core Duties

• Develop and maintain relationships with clients, carriers, team members, India team and Implementation Consultants.
• Service and manage all aspects of customer service for clients in accordance with both Patra and agency procedures.
  • Provide monthly recaps to agencies by 10^th of each month to main agency contact and Manager.
  • Ensure expiration lists are in SharePoint utilizing correct template and format.
• Manage retention for service center, non-service center and surplus lines, as it applies.
• Promote growth of existing book through account rounding and new business.
• Adhere to Patra Select Servicing Standards for all aspects of managing book of business.
• Maintain clients and policies in agency management system including tasks/activities, attachments, initiating email, etc. in accordance with both Patra and agency procedures.
• Utilize India team for all workflows in place for specific agency.
• Make recommendations to clients about policy coverages, changes, exclusions, and insurance coverage needs, and provide clarification and definitions as required.
• Deliver strong customer service by responding within 48 hours to inquiries, concerns, emails, and faxes, and returning phone calls same day.
• Stay abreast of current market conditions and technical knowledge of products and tools available.
• Use deductive reasoning and critical thinking in work processes and communication skills.
• Identify and communicate to Manager any areas where efficiencies can be improved as well as various other elements of the book such as increasing revenue.
• Maintain a paperless workflow for both Patra and agency.
• Other duties as assigned.
• 3 to 5+ years of Commercial Lines Retail Insurance Experience.
• Active Property & Casualty Insurance License.
• High School Diploma or equivalent.
• Minimum internet speed of 6 mbps download and 3 mbps upload; Wired Ethernet cable connection from home router to computer; No satellite.

Knowledge, Skills and Abilities

• Superior organizational skills.
• Highly detailed.
• Understand customer challenges and partner with them to find solutions.
• Self-Starter.
• Excellent verbal and written communication skills.
• Excellent computer/internet/Microsoft skills.
• Patience and eagerness to be culturally effective with offshore (India based) employees.

Work Standards

• Interpersonal Skills:
  • Demonstrates the ability to work well with Patra colleagues and clients and with external organizations.
• Promotes Culture of Respect & Safety:
  • Demonstrates commitment to personal responsibility and value for safety and respect.
  • Communicates concerns.
  • Uses and promotes safe respectful behaviors based on training and lessons learned.
• Subject to and expected to comply with all applicable Patra Corp policies and procedures.

Patra Corporation is an equal opportunity employer committed to celebrating diversity and creating a safe and inclusive environment for all employees.