Wearing many hats in the agency, office managers may have responsibilities across IT, accounting, HR, etc., so it's never just office management. They look to technology to take the burden of the many hats off by increasing efficiency or eliminating manual tasks altogether. Office managers often create consistency in the organization's workflows so everyone is not doing things differently.
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Working with account managers to handle common account servicing responsibilities like certificates, ID cards, etc., CSRs look to technology to make their daily tasks faster and lessen the number of steps in the process. Technology takes the guesswork out of their job by keeping track of account activities.
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Along with the team, IT or operations managers provide research and direction for IT innovation, performance and reliability — leveraging IT specialties and competencies to ensure operational processes, efficiency and employee satisfaction. Technology allows them to maximize the organization's "up-time" and explore robust reporting and data insights to help them influence operational decisions.
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Accountants are responsible for everyday insurance accounting activities, including handling producer commissions, bank statement reconciliations, accounts receivables, general ledger, month-end processes, and running financials. They look to technology to simplify banking, bill payment, and financial statements and streamline entries for insurance-specific account workflows like reconciliations.
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Owners and principals have the responsibility to themselves and the equity owners in the business to ensure continued, predictable, and successful business performance. This includes forecasting, measuring, and managing all aspects of the business and finding strategic ways to thrive and have as much organic growth as possible. Technology provides them actionable insights on their books of business and helps their teams be as productive as possible. They also use technology to give customers access to information outside of traditional brick-and-mortar office hours.
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Employee Benefits account managers work closely with producers and clients or prospective Benefits or HR managers to design, develop, and support Benefits plan offerings that meet the needs of their customers. They use technology to model and compare various Benefits plan options in real time, often during client presentations. They also rely on it to identify trends and recommend ways to minimize plan costs.
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Focused on supporting producers throughout the sales process, along with high-quality and often high-touch customer service, medium-to-large commercial and specialty line account managers use technology to improve the speed and ease of communication between insurers and policyholders. It also helps them retain and serve customers through a managed renewal process that's transparent and proactive for all involved.
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Working with multiple producers to efficiently handle customer requests, these account managers operate in a high-volume environment. The use of technology to automate processes as much as possible and ensure accuracy allows them to handle a higher volume while seeing faster account processing, which includes renewals, endorsements and cancellations.
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