Account Representative

POSITION PURPOSE:

The Account Manager is the first and most important point of contact for our top Master Agents and their sub-agents. They must always be aware and informed of every single situation pertaining to them to resolve all inquiries with a sense of urgency finding the root cause of the problem by looking at the “big picture” and not just only at a particular case. The most important quality of the Account Manager is proactivity, making sure that we are thinking ahead of what the agents might need and thinking outside the box to find solutions that are favorable to the company without compromising the service of excellence that we provide our agents. One of the main functions of the Account Manager is to serve as the communication interface between Operations and the Sales team to understand and meet the clients and company demands.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

• Develop a strong business relationship with our agents, gaining their trust.
• Establishes productive and professional relationships with key personnel in assigned agencies.
• Provides excellent client service.
• Supports Agents in closing new business and renewals through weekly review of status reports to help grow and maintain business portfolio.
• Works closely with Sales, Marketing and Operations teams by providing feedback to improve our services and processes.
• Coordinates agent’s seminars and visits to our Miami office.
• Supports Sales Directors in the coordination of market seminars
• Provides training to the agents about our products and services.
• Provides Agent Portal training.
• Support with the live chat tool, BD Callback inbox.
• Able to analyze and resolve commission inquiries.
• Facilitate different types of reports for our agents to help them follow up on new business, renewals etc.
• System improvements.
• Create guidelines and new processes when needed.
• Support in the implementation and testing of special projects as needed.

PROBLEM SOLVING:

• Works closely with Agents to identify service improvement opportunities and communicate resolutions.
• Collaborate with operations staff to resolve problems and develop service enhancements.
• Proactively assesses, clarifies, and validates customer needs on an ongoing basis.