Job Description:
JOB TITLE: Senior Commercial Account Consultant
JOB TYPE: FLSA Exempt
REPORTS TO: EVP - Business Insurance/Property & Casualty
ESSENTIAL DUTIES & RESPONSIBILITIES:
Oversee and manage a staff that will include some combination of Sr. Account Executives, Account Executives, and Account Managers with responsibility to oversee the Insurance Programs for assigned clients. Generally, this position is a very experienced team leader who manages a specific book of business. This position is matrixed to General Business Producers under whose auspices the Sr. Account Consultant is fully responsible and accountable for the total management of assigned clients. Primary function is to maximize Producer ability to generate revenue by relieving Producer non-sales duties and activities.
Customer Satisfaction and Client Retention
- Oversee and manage the execution and delivery of client calendar/timeline milestones
- Lead and conduct meetings and other communication with client to assess, maintain, and improve customer satisfaction as well as, when appropriate, take on client-facing duties previously handled by Producer.
- Proactively maintain positive client relationship and have mastered the ability to analyze situations, make proactive decisions and direct a team to follow-through
- Demonstrate a strong consultative ability to instruct and provide strong guidance to the client, achieving a high-level of trust
- Monitor and manage the quality of service delivered to the client by MMA team members and carriers/vendors
- Monitor, manage, and facilitate the resolution by carriers/TPAs/vendors and MMA team members of escalated service issues
Client Consultations/Recommendations
- Consult with clients and make strategic Risk Management plan design recommendations. Risk Management Plan design recommendations should align with clients' business strategy, culture, and priorities and should focus on trend management
- Maintain strong working knowledge and command of carrier/vendor products and services and effectively deliver appropriate carrier recommendations and product and service solutions to clients
- Maintain strong working knowledge and command of MMA services, resources and capabilities, and leverage them appropriately on behalf of clients
- Present financial/risk management reports providing data and information pertinent to risk management, plan design recommendations, products/services recommendations, renewal projections/planning, budget planning, etc.
Renewal / Account Rounding Process
- Present and review plan performance reports and renewal projections
- Conduct pre-renewal planning meetings, including recommendations for renewal strategies
- Work with Team to manage renewal bid/marketing strategy and deliver renewal presentations
- Manage renewal negotiations on clients' behalf
- Make recommendations for additional products/services and for expanding broker/consultant services
Client Relationship Management -Developing, maintaining and expanding business relationships with key client decision makers and senior leaders, often C-suite level
Marketing/Sales Activities - Represent MMA at conferences, meetings, councils, community, and industry events
Internal Contributions and Functions
- Demonstrate strong leadership capabilities leading the account team:
- Setting strategy and tone for the team
- Providing reasonable onboarding and training guidance to teammates
- Demonstrate strong judgement and delegating when appropriate to accomplish work through influencing others, especially Account Executives and Managers.
- Providing performance expectation and correction, as needed
- Providing performance feedback on a regular basis as well as having input on annual performance reviews
- Utilize Department Leader and Human Resources as support when determining staff performance and performance management issues, when/if they arise.
- Proactively collaborate with appropriate Director of Client Services to ensure Agency workflows, processes, and procedures are properly utilized by Account Managers and Analysts.
- Serve as internal subject matter expert in designated areas of expertise.
- With Producer, create service milestones to ensure appropriate services are being offered to clients, midyear reviews, claims reviews, and loss control services offered when appropriate.
- Meet or exceed standards of excellence, including but not limited to:
- Insure maintenance of files and records in an orderly, timely manner via use of Sagitta and Image Right.
- Ensure Service Plans Commitments via consistent use of Renewal Timeline.
- Proficient in creation of and use of key industry risk management strategies or documents routine to daily service processes, ie:
- Risk identification and assessment
- Coverage evaluation
- Risk retention strategies (deductibles, SIR's, Captives)
- Maintain and exhibit a positive, professional appearance and image.
- Understand and adhere to policies and procedures within the MMA employee handbook.
REQUIREMENTS:
- Licensed: Texas P&C Agent
- Education: Bachelor's Degree or equivalent professional experience preferred
- (Internal) 15+ years of Account Management experience (including at least 2 years of Sr. Account Executive and 5-7 years in Executive or Sr. Account Manager role)
- (External) 10+ years of Executive/Senior Level Account Management or Underwriting experience that includes some personnel oversight
- CIC & CRM, or CPCU required
- If no designation, then 15+ years of experience as an Sr. Account Consultant or Account Executive
- Mastery level knowledge of property and casualty products, services, market dynamics, carriers/wholesalers/vendors for guaranteed cost and loss sensitive programs.
- High level of organization with strong attention to detail and the ability to set, recognize, and manage multiple priorities and deadlines are essential.
- Applied knowledge and skills in the areas of verbal and written communication and interpersonal relations.
- Accuracy and the ability to execute short and long term goals and to work independently are essential.
- Proficient with Microsoft Office Suite, especially email, Word, and Excel, and PowerPoint and current internet technology.
We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. Marsh & McLennan Agency offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: http://marshmma.com/careers.
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