Account Manager, Canada

5 months ago

Toronto, Canada Coface USA Full time

**WHO WE ARE**

In an era of rapid change, determining the creditworthiness of customers can be tricky. For companies selling internationally, distinguishing a good customer from a potentially bad one is even more difficult. At Coface, our credit information services are designed to help businesses make wise lending decisions. Our credit information services are designed to help businesses make wise credit decisions, no matter where they trade.

A modern and agile company with the most finely meshed international network, Coface is a reference in credit insurance and risk management. With over 70 years of experience as an industry leader, and a team of 4,100 experts in over 65 countries, serving around 50,000 companies, Coface experts work to the beat of the global economy. Its our ambition to become the most agile, global business information partner in the industry. We believe in business as a force for good in the world.

**THE ROLE**

The **Account Manager** is a key member of the Account Management team who provides expertise and leads the relationship with policyholders within their portfolio. The **Account Manager** is responsible for the retention and development of ongoing relationships between Coface and its key clients, as well as their intermediaries to maximize revenue and retention of profitable clients. An **Account Manager** also has a strong understanding of policy wording, problem solving, internal systems and plays an important role in cross-functional collaboration required to deliver the best client experience.

**_Responsibilities of this position include: _**

Customer Service:

- Provides best in class **account management services** to the policyholder and/or its local subsidiaries.
- Develops close and positive **relationships** with decision makers and administrators of the policy.
- Develops close and positive **relationships with brokers**.
- Responds **appropriately and in a timely fashion** to questions and concerns from policyholders and their brokers.
- Schedules **meetings with policyholders and/or brokers** as relationship touchpoint or share expertise.
- Be an **expert in policy language** to assist with day to day policy questions.
- **Identifies opportunities to grow** business with existing policyholders.

Onboarding:

- Leads **client onboarding** experience for new policyholders and coordinates with the Sales Executive to ensure policyholder understands the policy and no important items are left out from initial discussions.
- Provides demonstration(s) of the **Cofanet platform**.

Renewal:

- **Ownership of existing portfolio** of policies, **retention rate** and adding appropriate information within Centrix.
- **Identifies weaknesses in the portfolio and come up with solutions** while ensuring client retention.
- Active participation in **4 month proactive renewal** planning to identify potential concerns at renewal.
- Leads **renewal discussions** with the aim of having renewed the policy prior to expiration date.
- **Sources** AR Aging and additional relevant **information** to provide best quote first.
- Completes **Calypso** and provide detailed information to get CUW support.
- Review of **policyholder coverage** to determine possible increases in the acceptance rate/coverage clean up.
- Provides Account Officer with completed renewal package for back office processing.
- Sends **accurate policy documents** to policyholder after thorough review.
- **Cancels** non-renewing policies and reject in appropriate tool (C-track, Centrix ).

Back Office:

- Provides Account Officer up to date policyholder contacts to ensure accurate information is within contact management.
- Prepares case and submit requests for **commercial gesture** approval.
- Prepares case and submit requests for **credit note approval**.

Policy:

- Collects appropriate information to be compliant with **KYC requirement** and update prior to expiry date.
- Completes NCB repayment process with policyholders and collect letter of indemnity. Following receipt, documents will be submitted to the Account Officer for processing with Back Office.

Revenue Generating:

- Discusses and collect outstanding invoices and turnover declarations with policyholders.
- Advices policyholders on top up coverage: TPI and Topliner. For TPI, once correct information is sourced, process with EDC will be led by Account Officer.

RUW/CUW/EIC
- Leads discussions with CUW on amendments to the policy: Adding subsidiary, beneficiary addition/change or other general inquiries.
- Monitors and action RUW concerns found in anti-churn program to improve coverage experience.
- **Leads discussions with RUW** on required needs to properly appeal limit decisions.
- **Leads coverage clean** up initiative.
- Coordinates with policyholders to use name, provide contact or directly source financial information.
- Promotes Experts Out Front (EOF) and policyholder meetings.
- **Confidentially communicate** risk actions and sector concerns.

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