Manager, Agency Account Management

Description

Experience GuideStone!

We are an innovative organization that invests in the spiritual, relational, financial, physical and professional development of our employees. We have a culture that values excellence, teamwork, humility, integrity, compassion and stewardship.

 

What We Offer You!

We offer employees a generous benefits package, flexible work schedules, the opportunity to be involved in community outreach and tuition reimbursement.

 

 

The Manager, Agency Account Management oversees the account management team dedicated to delivering comprehensive service to all agency customers, ensures a seamless experience across onboarding, policy adjustments, risk mitigation, renewal planning, marketing, and servicing.

It serves as the critical bridge between the Agents and Client Service departments, fostering collaboration to ensure consistent and high-quality service delivery to agency customers.

The manager also partners with underwriters, carrier contacts, internal agency operations, and the new business team to deliver tailored insurance solutions that best meet the needs of the ministry partners.

 

What you will do:

 

Cohesive Client Experience:

• Ensure consistent client experience from initial policy sale through ongoing service and renewal.

• Facilitate collaboration between sales and service teams, promoting seamless communication, aligned expectations, and efficient workflows.

• Monitor the overall client experience, proactively identifying service gaps or opportunities, and work with agency leadership to implement effective solutions.

Coverage and Policy Specific:

• Collaborate with internal and external brokers and carriers to deliver tailored insurance solutions that meet the unique needs of our Ministry Partners.

• Monitor team workload and partner with agency leadership to optimize agency resources to achieve revenue targets and retention goals.

• Support ongoing cross-sell initiatives between Agency Services and other enterprise products to maximize client value and engagement.

 

Team Oversight and Collaboration:

• Lead the relationship management team by providing coaching, performance feedback and a clear path to success in their roles.

• Act as a resource for complex client requests and escalated customer needs, ensuring timely and effective resolution.

• Serve as ambassador for the Relationship Management team across the enterprise, promoting collaboration and alignment.

 

What you will need:

 

• Bachelor’s degree in Business, Communications, or related field.

• Active Commercial Insurance Licensing – General Lines P&C | L&H

• Travel 5-10% annually.

• Strong understanding of Property and Casualty insurance products, client service, and agency principles.

• 3 to 5 years of experience in relationship management, insurance services, or client engagement.

• 2+ years of experience in team leadership or supervisory roles.

• Excellent interpersonal and strategic thinking skills.

• Proficiency with Agency Management Software, preferably Applied Epic.

• Proficiency in Microsoft Office Suite and Microsoft Dynamics.

• Ability to manage complex client relationships and lead cross-functional initiatives.
  
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