THE ROLE
The Account Executive is primarily responsible for managing and growing an assigned book of business, and servicing clients in a courteous and professional manner. In this role, you’ll foster new client relationships, retain existing ones to grow the book of business and handle complex inquiries for the team.
As an Account Executive, you have a solid understanding of personal insurance, our internal processes and service culture. Driven by your exceptional follow through and quick start instinct for problem-solving, you excel in resolving challenges with policy renewals, adapting to evolving client’s needs and fostering client retention while consistently delivering exceptional customer service, one client at a time.
WHAT YOU’LL DO:
- Most importantly, you will lead by example, live our values, and drive business relationships for the company by providing exceptional customer service.
- Manage a diverse portfolio of complex, high-value, and high-touch risks within Personal Insurance.
- Actively seek new business opportunities, through referrals and personal network and solicit increase in coverage and rounds accounts through sales to clients.
- Identify cross-selling opportunities to turn single-line clients into multi-line clients and collaborate effectively with our Venture and Commercial teams to ensure seamless operation.
- Efficiently handle all aspects of policy documentation, including new business, renewals, endorsements, and related tasks, maintaining accurate records within EPIC.
- Continuously review client’s coverage and identify exposures to loss and recommend appropriate coverage.
- Provide comprehensive client support throughout the policy lifecycle, including pre-renewals, renewals, policy updates, inquiries, and coverage reviews.
- Assist Account Managers with complex inquiries, provide team mentorship and guidance, and provide prompt service and customized advice to clients.
- Review the accuracy of policy documents prior to client delivery and manage all account documentation (i.e., routine inquiries, quotes, binders, statement of values, finance contracts, insurance contracts, endorsements, cancellations, etc.)
- Regularly review expiry lists, keep track of policies to renew or pending policies and follow up with Account Manager and clients as needed.
- Maintain organized and accurate records of client information and insurance policy details within our database software and relevant systems.
- Proactively support the team by taking work from the central queue without prompts.
- Timely follow up on outstanding documents from the Insured or Insurer.
- Works closely with Personal Insurance team and other service staff on all aspects of client service, marketing, and renewal while adhering to HK Henderson’s best practices and standard procedures.
- Maintain and update EPIC and ensure workflows are followed.
- Continuously develop strong knowledge of insurance products and attend mandatory seminars as required to stay updated and informed.
- Other duties as required.
WHAT YOU’LL DO:
- Must hold a Level 1 General Insurance License and relevant industry experience required; and willing to obtain a level 2.
- Strong communication skills both verbally and in written correspondence.
- Commitment to delivering exceptional service and exceeding client expectations.
- High follow through and strong organizational skills with the ability to prioritize tasks effectively.
- A well-defined sense of diplomacy and business acumen with a focus on customer service and overall client experience.
- Skills in analysis, problem solving, critical thinking, decision making, teamwork, communication, innovation, and adaptability.
- Proficiency in Microsoft Office Suite.
- Experience with internal Broker Management Systems (EPIC) considered an asset.
