Personal Lines Sales & Retention

Mission of the Personal Lines Sales & Retention

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. This
Sales & Retention position should focus on retaining and growing their current book of business
while also backing up their co-workers.

Desired Outcomes of this Role

1. Maintain a retention rate of 92% on your book of business
   • Proactively reach out to clients
   • Conduct ongoing account reviews for your designated portion of the business
   • Work efficiently and effectively with clients on their policies
   • Effective account rounding
   • Generate referrals for personal lines and other departments
   • Educate the clients about the benefits of having our agency as their agency
   • Proactively call cancelled business to try to win them back immediately
2. Generate additional revenue on the book of business
   • Review accounts when clients call in and work to improve coverage both through
     endorsements and coverage increases
   • 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)
   • Consistently share the agency’s referral program with clients
3. Conduct account reviews
   • Complete 100% of account reviews assigned to you each week. This includes reviewing potential discounts and coverage gaps
   • Contact the client for a formal review that improves the client relationship, generates opportunity and reduces remarketing
   • Follow agency remarketing guidelines
4. Sell over XXX in new business policies per month
   • Call lost business list each week
   • Call unsold quotes coming up for renewal each week
   • Call monoline accounts for account reviews and account rounding opportunities each week
   • Market all accounts and present proposals
   • Place business according to the goals of the agency
   • Stop, listen, and ask questions of your customers in order to clearly understand their needs and to build solid relationships
   • Identify training needs with assistance from managers. Develop a personal improvement plan and take responsibility for learning and improving technical and sales skills regularly
5. Follow the new business sales process and maintain a closing ratio of over 50%
   • Connect with new inbound inquiries in under 5 minutes
   • Follow up with 5-6 phone calls on new web business
   • Complete all outbound calls each week (lost business, monoline account reviews and unsold business)
     1. Call and email the list once per week for 3 weeks and mail a quote to anyone you did not connect with after 3 weeks
   • Provide new business cards to the marketing team to add them to marketing communications
   • Follow up with 5-6 phone calls after presenting pricing
   • Ask for referrals
   • Use strategies to sell policy features and avoid selling on price
   • Update carrier websites and agency management system daily for:
     1. Prospects
     2. New Business
     3. Any service calls you have
   • Prequalify insurance prospects for insurability and quality of risk
   • Obtain signed apps, payment, bind coverage and finalize all underwriting needs
   • Closing ratio will be monitored and adjusted as needed
6. Positive attitude and efficient work ethic
   • Work to increase and improve efficiency on a daily basis. This includes always finding ways to streamline processes, using technology tools to the fullest and limiting general distractions
   • Possess and maintain a positive mental attitude, including positive working relationships with clients and agency personnel
7. Conduct audits on new business files
   • Work with the producers to check their new business files for accuracy
   • Send any onboarding materials to clients post-sale
   • Update any missed new business items
8. Sell new business for the agency
   • Take new business opportunities and quote them either on the phone or book an appointment with the person to review quotes no more than 48 hours later
   • Follow the agency sales process
   • Follow up according to the sales process
   • Hold the target agency closing ratio
9. Work to support the marketing and branding team in the following ways:
   • Provide them any business cards to be entered into marketing campaigns
   • Suggest blog, email and social media topics to the marketing department
   • Share agency social media posts on personal social network
   • Participate in pictures and agency branding opportunities when invited
10. Other responsibilities as directed by your manager

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:

• Every 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.
• Each year you will receive a formal review.