Description:
To perform this job successfully, the associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These qualifications are considered without regard to race, religion, color, sex, national origin, disability, or any other characteristic protected by federal, state, and local law. If this position requires licensing or certification, the incumbent must maintain that license or certification by meeting all continuing education and other requirements.
- Direct the services of the department within the accepted principles and practices of the Hub Broker Standards
- Develop, document, and maintain service standards and expectations for the hospitality team. (Playbook)
- Monitor, balance and coordinate workloads among hospitality service members to maintain a well rounded efficient workforce by thoughtfully assigning accounts and work assignments.
- Promote account rounding and cross selling
- Provide technical knowledge and expertise to department personnel regarding appropriate coverage.
- Collaborate with Claims and Risk Services team as needed to coordinate service plans for Elite clients and others as applicable.
- Collaborate with P&C director providing input on performance and evaluation for hospitality team members from a service perspective.
- Makes major decisions independent of manager approval on books of insurance business for which the incumbent is responsible.
- Demonstrates ownership of all aspects of the account service to include proactively involving other members of the HUB team as respects claims management and risk services.
- Works closely with Producers and other HUB personnel on all aspects of client service, marketing, and renewal while adhering to HUB's best practices and standard procedures and, in concert with the Producer, works towards becoming the primary relationship manager.
- Oversees the preparation and implementation of all transactions, paperwork, and internal processing for assigned accounts with the support of Quality Control department to assure the production of quality work and the provision of excellent customer service.
- Acquires understanding of clients' insurance objectives and critically analyzes and compares insurance plans to determine suitability. Stays abreast of changes in the insurance industry and other external conditions that may impact their clients. Makes appropriate recommendations to clients in response to those changes independent of manager approval.
- Acts as liaison between clients and insurance carriers to resolve escalated complex service issues that require policy interpretation and experience-based judgment to resolve. May also negotiate with underwriters and carriers. Troubleshoots claims and billing issues.
- Responsible for overall retention of accounts in assigned book of business.
- Develops new business from existing accounts and assigned leads, and contributes to meeting departmental production goals. Identifies and follows-up on cross-selling opportunities when appropriate.
- Manages, organizes, and conducts client meetings when necessary.
- Appropriately documents conversations with clients and carrier representatives and updates all HUB computer systems and automated agency management systems when necessary. Ensures the accuracy of data in those systems.
- Travels on company business as required. Prepares reports for management as required. Oversees functions performed by lower level Assistant Account Executives and Technical Assistants as required.
- Provide supports, mentors, and trains lower level Account Executives, Assistant Account Executives and Technical Assistants as needed to gain support.
- Attends industry related continuing education training and courses.
- Performs other duties and projects as assigned.