Account Manager

**Account Manager (Insurance Service Broker)**:
hybrid
38 East Main Street, Welland, Ontario, Canada, L3B 3W3
full-time. July 10, 2025

Description

Billyard Insurance Group (BIG) is a leader in the insurance industry, dedicated to building a culture that reflects our core values. At BIG, we _Think BIG_ by exceeding expectations and creating lasting value for our clients, industry, and communities. We _Act with Integrity_ by upholding honesty, transparency, and respect in everything we do. Our clients are at the center of our decisions as we embrace a _Client First, Always_ mindset. We believe in the power of teamwork to _Achieve More Together_, combining strengths to deliver meaningful solutions. Finally, we _Innovate with Purpose_ by leading the digital insurance revolution, consistently driving quality, enhancing client service, and empowering brokers.

With over 80 locations across Canada and recognition as one of Canada’s Top Growing Companies, BIG is shaping the future of insurance. Join us as we continue to redefine the industry with innovation, collaboration, and excellence.

The Account Manager is responsible for managing a portfolio of personal lines accounts, including auto, home, and travel insurance. This role involves developing and maintaining strong relationships with clients, assessing their insurance needs, recommending suitable products, and overseeing the entire insurance process. The Account Manager plays a vital role in supporting the mission of Billyard Insurance Group to establish a nationally recognized insurance brokerage brand and lead the digital insurance revolution.

**What does the Account Manager do?**
- Develop and nurture long-term relationships with clients to enhance satisfaction and retention, supporting the organization’s goal of creating loyal customer advocates.
- Conduct thorough assessments of client insurance needs through discussions and analysis, ensuring tailored solutions that align with individual requirements.
- Recommend appropriate insurance products (auto, home, travel) based on client assessments to ensure adequate coverage and promote organizational values of empowerment and innovation.
- Oversee the management of client insurance policies, ensuring accuracy and compliance with regulations, which contributes to the overall operational integrity of the brokerage.
- Prepare and present accurate quotes to clients, facilitating informed decision-making and promoting transparency in the insurance process.
- Manage the renewal process for client policies, ensuring timely communication and adjustments that reflect changes in client needs or market conditions.
- Assist clients with claims processes, providing guidance and support to ensure efficient resolution and enhancing client trust in the brokerage.
- Identify and pursue cross-selling opportunities within the existing client portfolio to increase revenue and improve client satisfaction.
- Stay informed about industry trends and changes to better advise clients and position the brokerage competitively in the market.
- Participate in ongoing training to enhance product knowledge and industry skills, which supports the organization’s commitment to professional growth.
- Maintain accurate and organized documentation for all client interactions and transactions, ensuring compliance and easy access to information.
- Monitor personal performance metrics against organizational goals, seeking continuous improvement and alignment with company objectives.
- Educate clients about policy terms, conditions, and changes to foster a better understanding of their coverage and responsibilities.
- Gather and analyze client feedback to identify areas for service improvement and ensure client expectations are met or exceeded.
- Work closely with the Personal Lines Team Lead and other team members to share insights and strategies, fostering a collaborative environment that drives collective success.

**Does this sound like you?**
- In-depth understanding of personal lines insurance products, underwriting principles, and regulatory requirements.
- Familiarity with the claims process, including documentation and communication with insurance companies.
- Proficient in using customer relationship management (CRM) software for tracking client interactions and managing accounts.
- Ability to analyze client needs and market trends to provide tailored insurance solutions.
- Understanding of financial principles as they relate to insurance and risk management.
- Knowledge of legal and regulatory requirements in the insurance industry.
- Proficient in using digital tools and platforms for communication and account management.
- Ability to create reports and presentations for internal stakeholders to support decision-making processes.
- Excellent verbal and written communication skills for effective client interaction and collaboration.
- Strong commitment to providing exceptional customer service and exceeding client expectations.
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