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W3Global
Commercial Account Manager
Career Insights for Customer Service Account Manager
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Scorecard
Based on Alabama data
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What they do
A Customer Service Account Manager manages customer service for assigned customer accounts. Provides a point of contact for customers and manages communication regarding customer orders and accounts. Handles customer service requests and maintains account and order records.
$73,709 / year median in Alabama
-13% projected decline
Job Description
Commercial Account Manager -
The Commercial Account Manager will serve as a key point of contact for clients while supporting Senior Account Managers and Account Executives. The ideal candidate will have strong commercial lines insurance knowledge, excellent communication skills, and the ability to manage multiple service requests accurately and efficiently.
Work ArrangementThis role requires full-time, on-site presence in the Montgomery, AL office for a minimum of 90 days.
Following the 90-day probationary period, eligibility for a hybrid work arrangement will be evaluated based on demonstrated performance.
Key ResponsibilitiesClient Interaction and CommunicationServe as the first point of contact for incoming client calls and emails.
Handle routine service requests and support Senior Account Managers and Account Executives.
Resolve client service requests independently whenever possible, including certificates, billing guidance, and endorsements within scope.
Proactively communicate with clients to manage expectations and provide excellent customer service.
Policy Servicing and Transaction ManagementManage endorsements, exposure changes, audits, and notices of cancellation.
Handle vehicle, equipment, and driver changes.
Process additional insureds, loss payees, mortgagees, and other policy changes.
Support client onboarding activities, including welcome communications and account setup.
Book of Business ManagementApply appropriate service standards based on assigned accounts.
Provide consistent service and proactive communication across the assigned book of business.
Support account retention and client satisfaction initiatives.
Certificates of InsuranceProcess certificates of insurance, evidence of property, and additional insured requests accurately and within required timeframes.
Review contracts and identify certificate requirements.
Ensure certificates and service documents meet agency standards before delivery.
Documentation and Data ManagementDocument client activity accurately and promptly in the agency management system.
Manage and organize incoming emails and service requests.
Maintain complete and accurate client records.
Update client contact information during client interactions.
Billing and PaymentsAddress routine billing inquiries, including payment information and guidance.
Escalate complex billing questions when appropriate.
Assist clients with available payment options.
Follow up on late payment notices to help mitigate cancellation risks.
Collaboration and Team SupportRequest policy changes and loss runs through carrier systems.
Follow up with underwriters regarding pending transactions.
Work closely with Senior Account Managers to support daily account servicing activities.
Assist with renewal preparation and account management tasks.
Provide backup support to other team members as needed.
Desired QualificationsExperience in Commercial Lines insurance account management or client services.
Strong understanding of commercial insurance policies and servicing processes.
Experience handling endorsements, policy changes, certificates of insurance, audits, and billing inquiries.
Experience with an agency management system; Applied Epic experience is preferred.
Strong attention to detail and organizational skills.
Excellent verbal and written communication skills.
Ability to manage multiple priorities and work efficiently in a fast-paced environment.
Ability to provide proactive, responsive, and professional customer service.
Ability to work full-time on-site in Montgomery, AL for the first 90 days.
Performance ExpectationsThe successful candidate will demonstrate:
High first-call resolution for routine client service requests.
Fast turnaround on certificates, endorsements, and other policy servicing requests.
Accurate and timely documentation in the agency management system.
Strong accuracy in policy documents and change requests.
Effective inbox and workflow management.
Consistent completion of assigned service activities.
Minimal backlog of overdue tasks.
Commercial LinesLocation:
Montgomery, ALWork Schedule:
Full-Time, On-SitePosition OverviewOne of our clients is seeking a proactive and detail-oriented Commercial Account Manager to provide exceptional service across commercial insurance accounts. This role is responsible for policy servicing, endorsements, exposure changes, audits, billing inquiries, certificate requests, and renewal preparation.The Commercial Account Manager will serve as a key point of contact for clients while supporting Senior Account Managers and Account Executives. The ideal candidate will have strong commercial lines insurance knowledge, excellent communication skills, and the ability to manage multiple service requests accurately and efficiently.
Work ArrangementThis role requires full-time, on-site presence in the Montgomery, AL office for a minimum of 90 days.
Following the 90-day probationary period, eligibility for a hybrid work arrangement will be evaluated based on demonstrated performance.
Key ResponsibilitiesClient Interaction and CommunicationServe as the first point of contact for incoming client calls and emails.
Handle routine service requests and support Senior Account Managers and Account Executives.
Resolve client service requests independently whenever possible, including certificates, billing guidance, and endorsements within scope.
Proactively communicate with clients to manage expectations and provide excellent customer service.
Policy Servicing and Transaction ManagementManage endorsements, exposure changes, audits, and notices of cancellation.
Handle vehicle, equipment, and driver changes.
Process additional insureds, loss payees, mortgagees, and other policy changes.
Support client onboarding activities, including welcome communications and account setup.
Book of Business ManagementApply appropriate service standards based on assigned accounts.
Provide consistent service and proactive communication across the assigned book of business.
Support account retention and client satisfaction initiatives.
Certificates of InsuranceProcess certificates of insurance, evidence of property, and additional insured requests accurately and within required timeframes.
Review contracts and identify certificate requirements.
Ensure certificates and service documents meet agency standards before delivery.
Documentation and Data ManagementDocument client activity accurately and promptly in the agency management system.
Manage and organize incoming emails and service requests.
Maintain complete and accurate client records.
Update client contact information during client interactions.
Billing and PaymentsAddress routine billing inquiries, including payment information and guidance.
Escalate complex billing questions when appropriate.
Assist clients with available payment options.
Follow up on late payment notices to help mitigate cancellation risks.
Collaboration and Team SupportRequest policy changes and loss runs through carrier systems.
Follow up with underwriters regarding pending transactions.
Work closely with Senior Account Managers to support daily account servicing activities.
Assist with renewal preparation and account management tasks.
Provide backup support to other team members as needed.
Desired QualificationsExperience in Commercial Lines insurance account management or client services.
Strong understanding of commercial insurance policies and servicing processes.
Experience handling endorsements, policy changes, certificates of insurance, audits, and billing inquiries.
Experience with an agency management system; Applied Epic experience is preferred.
Strong attention to detail and organizational skills.
Excellent verbal and written communication skills.
Ability to manage multiple priorities and work efficiently in a fast-paced environment.
Ability to provide proactive, responsive, and professional customer service.
Ability to work full-time on-site in Montgomery, AL for the first 90 days.
Performance ExpectationsThe successful candidate will demonstrate:
High first-call resolution for routine client service requests.
Fast turnaround on certificates, endorsements, and other policy servicing requests.
Accurate and timely documentation in the agency management system.
Strong accuracy in policy documents and change requests.
Effective inbox and workflow management.
Consistent completion of assigned service activities.
Minimal backlog of overdue tasks.