Jennifer Malan
Roseville,CA
Summary
Dedicated, tenacious professional with 25+ year history of surpassing client and employer expectations as an account manager. Possessing exemplary organizational and communication skills with a strong dedication to detailed handling of all account needs, including data integrity, with a high level of accuracy in a timely manner. Passionate with an unwavering commitment to provide superior customer service, and the ability to build strong and productive relationships with clients and underwriters. A reputation for consummate professionalism and integrity. Comprehensive knowledge of insurance coverage's, adept at building trust with clients and attaining best practices to resolve complex issues.
Overview
15
15
years of professional experience
Work History
Account Manager
Assured Partners Of CA
03.2021 - 09.2023
- Managed a diverse portfolio of large commercial accounts, ensuring timely communication and effective problem resolution.
- Maintained high client retention rate by gaining trust and confidence by providing exceptional customer service, anticipating client needs and maintaining a professional demeanor with any challenge.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Assisted in the hiring and training of new CSR/Assistant hires for team, ensuring smooth and quick onboarding process.
- Coordinated cross-departmental efforts to execute successful marketing campaigns for key accounts.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Met with customers to discuss and ascertain needs, tailor solutions and secure account renewal amongst outside broker competition.
- Monitored industry trends to provide informed recommendations on new products or services that could benefit clients'' businesses.
- Negotiated contract terms with carriers, securing favorable agreements for both parties.
Account Manager
HUB International
01.2017 - 11.2018
- Exceeded expectations of middle to large market clients by delivering high volumes of work within specified deadlines
- Instrumental in driving team collaboration to split multiple diversified books of business evenly between 2 account managers
- Spearheaded and executed process of auditing and reconciling over 2 years of backlog and E&O exposure on all team accounts
- Created and implemented preset formats including approved verbiage and variation guidelines for client communication on daily service handling and informal proposals
- Overhauled account data and elevated service on middle market accounts managed primarily for agency owner, in addition to mixed producer accounts within agency
- Campaigned successfully to inherited clients after producer's unexpected departure, exceeding expectations for service and expertise, while ensuring high retention level within book
- Cross-sold new and additional coverages as appropriate, to meet insureds' changing needs as well as rounding out their accounts
- Advised and mentored assistants and certificate department staff providing service support on accounts
- Orchestrated daily service needs on large market accounts including policy changes, MVR reviews to carrier guidelines, contract reviews, specific certificate instructions and/or coverage gap resolutions to ensure compliance as needed.
Account Manager
Bozzuto & Company Insurance Services
04.2014 - 09.2016
- Overhauled account data and elevated service on middle market accounts managed primarily for agency owner in addition to mixed producer accounts within agency.
- Campaigned successfully to inherited clients after producer's unexpected departure, exceeding expectations for service and expertise, while ensuring high retention level within book.
- Cross-sold new and additional coverages as appropriate, to meet insured's changing needs as well as rounding out their accounts.
- Advises and mentored assistants and certificate department staff providing service support on accounts.
Account Executive
Placer Insurance Agency
07.2008 - 01.2012
- Orchestrated daily service needs on large market accounts including policy changes, MVR reviews to carrier guidelines, contract reviews, specific certificate instructions and/or coverage gap resolutions to ensure compliance as needed.
- Collaborated with producer, identified target industries and established strategic marketing plan for new business prospects to continue growing book each year.
- Coordinated monthly strategy meetings with producer to review any issues or concerns with client needs from expiring year on each account and/or select markets for upcoming renewals accordingly.
- Trained and mentored entry level assistants for coverage knowledge, key resources and customer service skills to ensure consistent, high level of service support to clients and producers.
Education
#0C83642
Property & Casualty Insurance License
High School Diploma -
Yolo High School
West Sacramento, CA12.1991
Skills
- Microsoft Office (Excel, Outlook, Word)
- Adobe
- Applied Management Systems - TAM / EPIC and Sagitta
- Organization and time management
- Data integrity
- Verbal and written communication
- Customer service
- Client needs analysis
- Multitasking abilities
- Self Motivated and diligent
- Results oriented
Timeline
Account Manager
Assured Partners Of CA
03.2021 - 09.2023
Account Manager
HUB International
01.2017 - 11.2018
Account Manager
Bozzuto & Company Insurance Services
04.2014 - 09.2016
Account Executive
Placer Insurance Agency
07.2008 - 01.2012
#0C83642
Property & Casualty Insurance License
High School Diploma -
Yolo High School
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