Associate Account Manager - Commercial Lines

About Patra

Patra Corporation is the worldwide leader in insurance back‑office and account management business process outsourcing. Patra offers a wide range of services designed to lower costs, reduce risk and improve employee productivity through the transfer of account management and business support functions—including policy checking, certificate issuance, eligibility processing, quality control and account audits—to operation centers in the United States, India, and the Philippines.

The Select Account Associate Manager supports the Account Manager (AM) in all aspects of desk management, gradually assuming responsibilities to promote into an Associate Account Manager and then an Account Manager position. Under direction, the Associate supports an agreed‑upon book of business and utilizes the India team to support while adhering to Patra servicing standards. The Associate develops and maintains relationships with clients, carriers, team members, India team, and Client Consultants;

manages all aspects of customer service for clients; supports growth of the existing book through account rounding and new business; maintains clients and policies in agency management systems; and makes recommendations to clients about policy coverages, changes, exclusions, and insurance coverage needs. The level of employee autonomy increases from junior through senior levels.

• Knows the Business
• Leads Others
• Accountable
• Team Player

• Check policy discrepancy checklists against policies, endorsements, and applications
  • Advise AM of any changes needed
• Assist in the renewal process including, but not limited to:
  • Create applications in agency management system
  • Request renewal changes from insureds
  • Follow up with carrier and/or insureds for pertinent information
  • Request quotes from carriers utilizing proper applications and corresponding documentation
  • Prepare quote presentation and details for AM’s review
  • Update Node as directed by AM
  • Prepare binders to be sent to the insured for AM’s review
• Activity/task cleanup
• Send certificate requests to the team
• Process rush certificates needed under 2 hours
• Respond to India team questions as directed by AM
• Filing in document management system
• Process endorsement requests and inquiries from insureds to carriers
• Assist with finance quote requests and light accounting
• Research issues as presented by AM and report back findings
• Adapt to various insurance carrier rating websites
• Assist in creating Broker of Record letters as directed by the AM (pre‑filling information)
• Order loss runs from carriers and wholesalers as needed
• Complete surplus filings with information provided by the AM
• Maintain a paperless workflow
• Maintain knowledge of various states insurance guidelines
• Understand customer challenges and partner to find solutions
• Special projects as directed by Account Manager or Manager
• Other duties as assigned

• Solve problems quickly and effectively and implement solutions to meet the needs of account manager/client
• Deliver strong customer service by responding swiftly and managing inquiries, concerns and requests from incoming phone calls, emails, faxes, and mail from account manager/client/team
• Use analytical and critical thinking in work processes and communication skills
• Identify and communicate to AM’s any areas where efficiencies can be improved as well as various other elements of the department such as increasing revenue

• Forge relationships with account managers and insurance carriers
• Maintain knowledge and understanding of technology‑based tools and solutions in support of small commercial lines business
• Must be detail‑oriented
• Superior organizational skills
• Self‑Starter
• Excellent verbal and written communication skills
• Interpersonal
  
  Skills:
  
  Demonstrates the ability to work well with Patra colleagues and clients and with external organizations
• Excellent computer/internet/Microsoft skills
• Excellent time management skills

Demonstrates commitment to personal responsibility and value for safety and respect; communicates concerns; uses and promotes safe respectful behaviors based on…