SUMMARY:

The Branch Office Manager is responsible for the supervision of the service, claims, and administrative staff, ensuring complete customer satisfaction, as well as planning/organizing workflow and monitoring performance standards. The Branch Office Manager will be responsible for assisting in the production of new and renewal accounts, in keeping with agency and individual producer goals, as well as assisting clients with service and sales needs, making changes to existing accounts, meeting service and sales delivery standards, and performing essential functions to achieve the quality service and sales standards developed by the agency. The Branch Office Manager will assist the Producer(s), as needed, in handling and processing new and renewal commercial business and maintaining high service standards.

ESSENTIAL FUNCTIONS:

Staff Supervision

• Provide supervision to all assigned colleagues, including cross-training, performance management, training and development, coaching, and disciplinary action
• Monitor and evaluate the efficiency and quality of staff production, to ensure excellent internal and external customer satisfaction
• Proactively address, resolve and monitor staff issues, demonstrating and fostering good morale within the department
• Evaluate, update and report on recruiting issues, such as workflow, staff, etc.
• Provide a confident leadership presence, demonstrating a positive outlook and motivating employees, by promoting individual excellence and achievement, as well as a team concept
• Serve as the escalation point for difficult customer situations with staff, and provide direction and coaching, intervening where warranted
• Work with building management company to ensure a safe, clean and attractive work environment; arrange for repair of office equipment
• Provide management and staff with reports, as required, to assist in workflow, production, and profit
• Assist with budget development and administration of office expenditures, layout, and ordering of office supplies and furniture
• Assist with the development of workflows, procedures, and policies affecting staff; monitor implementation to ensure high-quality service and compliance with agency standards; perform audits and address any problem areas with staff
• Keep abreast of all new sales programs and effectively communicate with staff
• Provide team leadership skills for Account Managers and Assistant Account Managers and assist in Mentoring and Training program
• Assist department in meeting training and overall department education objectives

Account Management

• Market, service, develop and retain assigned accounts; meet established account development and retention objectives, as well as a targeted mix of business, underwriting guidelines, and volume commitments
• Meet with clients, when necessary, and perform risk analysis surveys, obtain renewal information, complete applications, obtain markets, deliver policies, coordinate efforts of loss control or other services, and resolve service problems
• Effectively use agency management systems to maintain client files and perform all transactions
• Request renewals, endorsements, and other needed data from the companies and insureds
• Solicit Producer assistance, as needed, in order to issue proper coverage in a timely, efficient manner; bind coverage within agency underwriting authority
• Check new and renewal policies, endorsements, audits, and cancellations and promptly handle for accuracy in rating, coverage, and input in the system to generate billing invoices and quality products for our customers
• Obtain renewal information, complete applications, obtain markets, deliver policies, coordinate efforts of loss control or other services, collect payments, and resolve service problems
• Retain and develop accounts by making recommendations regarding the risk to the customer for the most cost-effective and proper insurance coverage, preparing proposals, evaluating and recommending other lines, and providing additional resources for the client as needed
• Negotiate with the insurance companies for the most proper coverage options and competitive price
• Assist the Producer in preparing/making presentations on insurance programs on key accounts/prospects
• Refer current and prospective clients to Employee Benefits Department and to the Personal Insurance Department for solicitation of those lines of business
• Participate in seminars and other training to maintain required licenses and for knowledge and skill development

ADDITIONAL RESPONSIBILITIES:

This job description is intended to describe the level of work required of the person performing the position. Essential functions are outlined; however, other duties may be assigned, as needs arise, or as necessary to support the essential functions. Specific performance objectives may be developed each year to measure the performance of the tasks and functions listed in this job description.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Thorough, demonstrated understanding of commercial underwriting and coverages
• Possession of strong commercial lines product knowledge and knowledge of insurance markets and reference to markets/underwriting
• Strong PC skills, with a focus on the Microsoft Suite of products (Word, Excel, Outlook, Teams, etc.) as well as the ability to effectively utilize agency management systems
• Thorough understanding of agency workflow and processes
• Ability to work within a fast-paced, changing priority environment
• Ability to maximize staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining staff; encouraging and supporting professional development; coordinating and ensuring effective utilization of systems; ensuring adherence to policies, procedures, and productivity standards
• Self-motivated, with the initiative to prioritize and be self-directed
• Regular and punctual attendance is required
• Ability to communicate effectively, both verbally, and in writing
• Excellent interpersonal skills, with the ability to interact effectively with both colleagues, and managers, across all levels
• Ability to promote, and maintain a team

QUALIFICATIONS:

• 5-7 Years previous account management and/or underwriting experience in commercial lines preferred
• 3-5 Years previous supervisory experience preferred
• Bachelor's degree in business/management preferred
• Possession of, or the ability quickly obtain, all licenses as required by the State Department of Insurance required
• CPCU or CIC designation(s) preferred

WORKING CONDITIONS AND REASONABLE ACCOMMODATIONS:

• Fast-paced, multi-tasking, office environment with periodic high disruption and changing priorities
• Ability to perform approximately 80% sedentary work, exerting up to 10 pounds of force occasionally, and negligible force frequently
• Ability to lift up to 20 pounds occasionally
• Requires operation of a computer workstation, including keyboard and video display
• All requirements may be modified to reasonably accommodate physical or mental impairment

Compensation and Benefits

The expected base compensation for this role is $68,006 to $118,172.The base compensation offered will be determined on a case-by-case basis accounting for the applicant's experience, skills, certifications, education, and location. In addition to the base compensation, this position may be eligible for additional performance-based incentive compensation which can be discussed during the interview process. In addition to compensation, INSURICA offers a competitive total awards package including health and welfare benefits, paid time off, volunteer time off, tuition assistance, 401(k), and employee assistance plans. Thanks to our colleagues, INSURICA also provides an award-winning culture, being named the Best Independent Agency to Work for in America by Insurance Journal in 2022.