Agency Assessment - Month 3 Develop - Job Descriptions

In this article we review our process of building job descriptions for each team member.

Agency Performance Pack Course

• For more information, you can take this course: Building Agency Job Descriptions For Every Role In Your Agency

The job descriptions are designed to bring clarity and accountability to each role. We would like an up-to-date document that shows exactly your expectations. All of the job descriptions have metrics and the agency’s values. 

Sample Job Description

Personal Lines Account Manager

Mission of the Personal Lines Account Manager

To serve and grow the book of clients assigned to you by providing extraordinary service, educating the customer, identifying revenue growth opportunities, and generating referrals. Account managers focus on growth within their current book of business while also backing up their co-workers. 

Desired Outcomes of this Role

1. Maintain a retention rate of X for your book of business
1. Proactively reach out to clients
2. Conduct ongoing account reviews for your designated portion of the business
3. Work efficiently and effectively with clients on their policies
4. Effective account rounding
5. Generate referrals for personal lines and other departments
6. Educate clients about the benefits of having our agency as their agency
7. Proactively call canceled business to try to win them back immediately
2. Generate additional revenue from the book of business
1. Review accounts when clients call in and work to improve coverage both through endorsements and coverage increases
2. Identify account rounding opportunities and proactively pursue them
1. Identify coverages that clients have with other agents
2. Generate demand for coverages the client didn’t know they needed (i.e. umbrella)
3. Consistently share the agency’s referral program with clients
3. Conduct account reviews
1. Complete 100% of account reviews assigned to you each week, including reviewing potential discounts and coverage gaps
2. Contact clients for a formal review, improving the client relationship, generating opportunities, and reducing remarketing
3. Follow agency remarketing guidelines 
4. Provide outstanding inbound service on claims, billing questions, and endorsements
1. Work to manage clients’ expectations
2. Follow-up with clients via phone or email
3. Use every opportunity to confirm and update client contact information 
4. Educate clients on the benefits of using our agency
5. Service personal lines account in a manner so as to eliminate gaps in coverage, thus reducing E&O exposures
6. Document the management system
7. Follow agency service standards on follow-up and follow-through
5. Demonstrate a positive attitude and efficient work ethic
1. Work to increase and improve efficiency on a daily basis, including finding ways to streamline processes, using technology tools to the fullest, and limiting distractions
2. Possess and maintain a positive attitude, including positive working relationships with clients and agency personnel
6. Conduct audits on new business files 
1. Work with producers to check their new business files for accuracy
2. Send any onboarding materials to clients post-sale
3. Update any missed new business items
7. Sell new business for the agency
1. Take new business opportunities and quote them either on the phone or book an appointment to review quotes within 48 hours
2. Follow the agency sales process
3. Follow-up according to the sales process
4. Hold the target agency closing ratio
8. Work to support the marketing and branding team in the following ways:
1. Provide them any business cards to be used in marketing campaigns
2. Suggest blog, email, and social media topics to the marketing department
3. Share agency social media posts on personal social networks
4. Participate in picture and agency branding opportunities when invited
9. Other responsibilities as directed by your manager

Key Performance Indicators (Metrics)

Principles

• Address difficult issues professionally and quickly
• Listen to learn and strengthen the agency
• Be relentlessly positive with the team and see their potential when they cannot
• Outlast the suck of adopting change
• Be driven to achieve the agency’s goals

Critical Competencies

Feedback:

• After 90 days, you will meet with your manager to review any bottlenecks, ideas you have to improve, and the objectives outlined in your job description. 
• Additional feedback will be given as needed. 

Download:

You will get job descriptions you can edit for your agency but here are our samples. 

Job Description Samples