| Job Description Service Manager oversees the Commercial Service Team and is charged with Commercial Service Departmental Health. Responsible for agency operational functions that could include IT liaison, agency licensing, agency management system, continuing education, state and individual licensing, and Task Force Relationship (outsourced processing firm). Provides prompt, efficient, high-quality conflict resolution between key agency relationships including clients, carriers, and team.
Duties - Communication
- Responds to all client communication by close of business on date received if received before 4:00pm or by 9:00am if requested after 4:00 pm including Fridays.
- Moves or closes suspenses by close of business every day.
- Calls first and sends subsequent e-mail to client if no response has been received after 2nd follow-up via e-mail. Follow-ups set based on corresponding procedure.
- Returns voicemails by calling the client unless otherwise specified by client.
- Documentation
- Follows best practices for good activities for documentation in AMS.
- Audits department for good documentation, process and procedures to mitigate errors and omissions claims.
- Core Values
- Acts in a manner consistent with Bagwell & Bagwell Core Values.
- Traction
- Identify ideas for new agency initiatives and improvements.
- Create and enhance existing procedures and initiatives as industry evolves.
- Rocks - Executes quarterly rocks as determined by management team.
- Level 10s – Contributes to issues and customer/employee/company/vendor headlines in Departmental and Management Level 10.
- Department Management
- Oversees team of Commercial Account Managers.
- Continues to manage a book of business in conjunction with management responsibilities. Refer to Commercial Account Manager job description.
- Charged with insuring compliance from direct reports regarding company procedures including but not limited to processes, procedures, suspenses, reporting, good documentation and other agency initiatives.
- Moderates Commercial Service Level 10s.
- Approves and tracks Commercial Service Team paid time off (PTO).
- Zero Backlog Management
- Confirms all zero backlog reports are received by close of business on Fridays from direct reports.
- Accountable for healthy execution of zero backlog from direct reports.
- Addresses workflow issues evident from Zero Backlog.
- Establishes and creates a strong relationship with key agency clients and carrier representatives through professional meetings and 1-on-1s.
- Serves as the first liaison for escalated claims issues on behalf of the commercial service team.
- Serves as a liaison between service and sales team for renewal planning.
- Identifies carrier needs in conjunction with the Sales Director.
- Reviews each direct report on a quarterly basis based on process defined by EOS.
- Addresses HR concerns with team members.
- Identifies training opportunities and develops training plan for direct reports.
- Identifies staffing needs.
- Owns onboarding process of all new direct reports.
- Owns offboarding process of all former direct reports.
- Departmental Expectations
- 95% retention of policy book of business measured by premium and accounts on a rolling 12-month basis.
- Account rounding metric to be defined.
- Charged with closing claims and reducing reserves throughout Q3 and Q4.
General Responsibilities that apply to the agency as whole that would be divided between personal and commercial service lead: - Agency Management System Oversight
- Primary point of contact for agency management system vendor.
- Trouble shoots issues in house and directs staff to resources including but not limited to application locks.
- Reviews contracts and invoices for accuracy.
- Approves invoices and sends to Accounting Coordinator.
- Serves as the center of expertise on agency management system functionality, improved features, and additional tools.
- Recommends functionality, features and additional tools to management.
- Oversees IVANS and download connectivity report for all download features to ensure the agency is leveraging 100% of download capabilities within 30 days of capabilities being launched.
- Works with carriers on download issues.
- Technology
- Owns relationship with IT vendor.
- Directs staff to appropriate resource for resolution.
- Serves as the center of expertise on technology inventory, functionality, improved features, and additional tools.
- Recommends inventory, functionality, improved features, and additional tools.
- Reviews contracts and invoices for accuracy.
- Approves invoices and sends to Accounting Coordinator.
- Agency Licensing
- Manages the renewal process of all agency licenses.
- Executes the application process of all agency licenses.
- Taskforce
- Owns relationship with Taskforce BPO
- Charged with overseeing and tracking that all agency process and procedures are being followed on a consistent and ongoing basis with Task Force and Commercial Service Team.
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