Stephanie McManus

Responsibilities:

• Binding coverage; including providing quality control, service support to customers and to internal staff
• Servicing primarily middle market & particular large accounts
• Developing and maintaining good working relationships with clients, companies, underwriters and brokers
• Working with Producers to coordinate new business, renewal strategy, and company selection
• Submitting completed applications to appropriate carriers, filter questions, negotiate pricing, and review quotes for accuracy
• Working with underwriters to amend coverage to meet client needs
• Preparing Insurance Proposals, Acords, Summaries, and related documents
• Ordering and issuing binders, policies, endorsements, certificates, invoices, loss recommendations, cancellations and other related items as needed and forward to client with appropriate correspondence
• Maintaining knowledge of current market conditions and new products; attend weekly carrier and agency meetings and trainings
• Accompanying Producers as needed to client meetings via virtual interface
• Directing, training, and mentoring Assistants
• Creates and maintains client files in accordance with office procedures. Responsible for keeping client policy records in the agency management system.
• First line of answering billing questions from clients and insurance company personnel with assistance from accounting department when necessary.
• Educate clients on current and proposed coverage and exclusions
• Mentored junior account managers on best practices for maintaining effective client relationships, fostering a culture of continuous improvement within the team.
• Answer claims questions and provide support, where needed, throughout the claims process
• Consistently exceeded expectations regarding response time and professionalism when interacting with clients, solidifying their trust in the company.
• Strong computer operating skills and proficiency in Microsoft Office Suite, Zoom, and Applied (EPIC) Agency Management System; One year experience AMS360
• Implemented strategic plans for account retention, contributing significantly to company stability and growth.
• Developed strong relationships with key clients, resulting in increased revenue and long-term loyalty.

• Managing incoming calls from clients related to their insurance policies
• Assisting customers with their inquiries about policy details, claims, premiums, and more
• Processing policy changes, updates, and cancellations as per the client's request
• Explaining the different types of insurance policies and coverage to customers
• Identifying and assessing customers' needs to achieve satisfaction
• Resolving product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, and following up to ensure resolution
• Maintaining records of customer interactions, processing customer accounts, and filing documents
• Contributing to team effort by accomplishing related results as needed
• Upselling and cross-selling insurance products and services to existing customers based on their needs
• Working closely with the underwriting, claims, and sales departments to ensure all client needs are met.