Once you have your short list of candidates identified from the initial screening interview based on location, agency experience, compensation expected, and your feel satisfied that these people can perform the job tasks, you and your hiring team need to create an interview strategy so that the candidate doesn’t feel like the 2nd interview is just a repeat of the screening interview. Your goal should be to have the candidates explain “how” they do the job effectively with both internal as well as external customers. You also want to know how they will add value to the role as well as to the overall agency’s bottom line.
As an insurance recruiter who specializes in filling Account Manager jobs at all levels in Commercial, Personal, and Employee Benefits, I try to help my employer clients ask questions that allow the candidate to talk about more than just job duties. Open-ended questions are the best tool for really understanding the nuances among candidates. Here’s some 2nd interview questions to help you really understand abilities and future value to your organization.
1. Can you please provide an overview of your experience as an insurance account manager?
When you begin the interview, acknowledge that you understand that the candidate already knows “how” to do the job, and explain that you want them to provide an “overview” of their experience. Let them know that you want highlights of any achievements, responsibilities, or challenges they have encountered in similar agency account manager roles. By isolating how you want them to answer the question, you allow them to zero in on the areas that you really care about which gives you valuable insights into their level of expertise and understanding of account management within the insurance field.
2. How do you handle relationship management and foster client retention?
An account manager’s role in insurance revolves around building robust relationships with clients and ensuring their satisfaction. Gauge the candidate’s ability to navigate client relationships by assessing their strategies for client retention and effective communication. Look for individuals who prioritize customer service, show empathy, and can clearly articulate their customer relationship management skills.
3. What approaches do you employ to identify potential cross-selling or upselling opportunities?
While the Account Manager is not a Producer, they still play a vital role in revenue generation by identifying potential cross-selling or upselling opportunities to existing clients. In today’s competitive insurance world, it is not enough to just have an account manager who can process paperwork. You need sales ability and client facing skills too. Assess the candidate’s ability to spot these opportunities and their overall sales capabilities. Listen for specific examples of how they have successfully expanded business with clients, showcasing their ability to capture additional insurance needs.
4. Please discuss your knowledge and experience with different insurance policies and coverage?
This is your opportunity to really delve into their technical experience as it relates to the book of business that they will be managing. This is an excellent time for you and your team to craft technical coverage questions especially if specialized coverage knowledge is required in the role. Split up this area allowing all of the team members to submit interview questions to you in advance of the 2nd interview so no one on the team is just “winging it”. Remember, the candidate is also judging the expertise of their future coworkers, so this is an excellent opportunity for you to showcase your team’s technical skills to your future employee. This is especially important with senior level candidates who are in high demand and have many employment options to pick from. Isolate on candidates who can confidently discuss key coverage elements and have a broad understanding of the different insurance products available.
5. How do you navigate effectively between different stakeholders, such as underwriters, claims personnel, and clients, to ensure seamless coordination?
It is imperative that your insurance account managers act as a liaison between clients and various internal departments within the insurance company. Ask open-ended questions to assess the candidate’s ability to navigate this multifaceted environment and collaborate with different stakeholders involved in the insurance process. Use “Tell me about a time” style questions to uncover specific instances and look for candidates who demonstrate exceptional interpersonal skills alongside their ability to effectively coordinate and communicate with cross-functional teams.
Identifying the right candidate for an insurance account manager opening involves thorough evaluation and asking strategic questions during the 2nd interview process. Allow enough time in your 2nd interview so that the candidate and your team is not rushed and can really relax and have a productive back and forth meeting. Your candidates will appreciate your preparedness and thoughtfulness which allows them to get a feel for their future coworkers and your company culture. It also allows them to ask deeper questions to really understand the role and how it fits into the overall organization. They will respect your thoroughness and are more likely to stay fully engaged as you go through your interview process.
If you need to hire a highly skilled account manager in the Pacific Northwest, I can help. Contact me and let’s discuss the specific nuances of the role.
