Agency Experience Manager

Frank. Crum is a Top Workplace! Frank Winston Crum Insurance (FWCI) issues Workers' Compensation and General Liability policies by offering flexible coverage and payment options to meet the varied needs of businesses. Over the years, FWCI has grown from a single-state insurance carrier to one that is licensed in over 40 states and continues to expand.

In addition to regional and product line growth, FWCI has enhanced its value-added services. What has not changed though is the firm's commitment - echoed throughout the family of companies - "always to do the right things for the right reasons!" T he Role You'll Play to Create Success We are excited to announce our search for a full-time on-site Agency Experience Manager!

In this role, you will contributes to the mission of Frank. Crum by developing, growing, and maintaining profitable relationships with assigned agency partners. This role serves as the primary liaison between agency partners and internal cross-functional teams, ensuring the timely and successful delivery of products, services, and solutions that meet agency needs.

The Agency Experience Manager builds trusted advisor relationships with agents, identifies opportunities to expand agency engagement and production, and collaborates closely with the Business Development team to support agency growth, retention, and long-term success. This role requires strong relationship management, business acumen, proactive problem solving, and a commitment to delivering exceptional agency experience.

1. Manages a portfolio of assigned agency partners, serving as the primary point of contact and trusted advisor to build strong, long-term business relationships.
2. Develops and execute account plans that drive agency engagement, increase agency production and profitable premium growth, and support profitable growth within the assigned territory.
3. Conducts regular business reviews with agency partners to evaluate performance, identify growth opportunities, and recommend strategies to improve results.
4. Partners with Business Development to ensure a seamless transition of newly appointed agencies and support successful onboarding and activation.
5. Collaborates with underwriting, operations, marketing, claims, and other internal teams to resolve issues, coordinate resources, and deliver an exceptional agency experience.
6. Monitors agency performance, production trends, and market conditions to identify risks, retention opportunities, and areas for business expansion.
7. Educates agency partners on products, underwriting appetite, programs, processes, and sales tools through meetings, presentations, and training sessions.
8. Maintains accurate account records, activity documentation, and pipeline updates within the CRM while preparing reports, forecasts, and business reviews as required.
9. Addresses agency concerns proactively, resolve escalated issues, and advocate for solutions that balance agency needs with company objectives.
10. Achieves assigned performance objectives related to agency retention, profitable premium growth, customer satisfaction, agency engagement, and other key performance indicators. The Attributes We Seek
11. Bachelor’s degree in Business, Marketing, Insurance, Risk Management, or a related field; or an equivalent combination of education and relevant work experience.
12. Property and casualty license.
13. Three (3) years of experience in account management, agency management, sales, or customer relationship management.
14. Three (3) years of knowledge of workers’ compensation insurance, underwriting practices, products, processes, and industry trends.
15. Possess an active and current state issued driver’s license. Our Competitive Benefits Along with this great opportunity, Frank. Crum also provides exceptional benefits from top carriers including: Health Insurance is just twenty-five dollars per month for employee only coverage and a very low cost for family levels. Dental and Vision Insurance Short Term Disability and Term Life Insurance at no cost to the employee Long Term Disability and Voluntary Term Life Insurance Supplemental insurance plans such as Accidental, Critical Illness, Hospital Indemnity, Legal Services and Pet Insurance 401(k) Retirement Plan where Frank. Crum matches 100% of the first 4% the employee contributes, and the employee is immediately vested in the employer match Flexible Spending Accounts for Medical and Dependent Care Reimbursement Health Savings Account funded by Frank. Crum Paid time off and holiday pay Education Benefit Program at the IRS Maximum allowance PTO cash out Tickets at Work Alero Financial and its robust credit union benefits program Employee and client referral bonus programs Disaster Relief Fund for employees What's Special About Frank. Crum Frank. Crum, a family-owned business-to-business entity since 1981 made of several companies: Frank. Crum Corporate (a professional employer organization), Frank. Crum Staffing, Frank Winston Crum Insurance Company, and the Frank. Crum Insurance Agency - all based in Clearwater, Florida. This "family of employer solutions" employs approximately 500 people who serve over 4,000 clients throughout the United States. Frank. Crum employees are trained to deliver high value through exceptional customer service and treat clients and coworkers like family. By living by our Brand Pillars (Integrity, Affinity, and Prosperity) employees are recognized at quarterly events for exceptional customer service and milestones in tenure. The Frank. Crum headquarters spans 14 acres and includes a cafe, subsidized for employees. Menus include made-to-order breakfast, hot lunch options and even dinners that can be ordered to-go, all at very affordable prices. The cafe also plays host to monthly birthday and anniversary celebrations, eating and costume contests, and yearly holiday parties. Through the input of its own employees, The Tampa Bay Times has recognized Frank. Crum as a Top Place to Work for more than 10 years in a row! Frank. Crum also supports several community efforts through Trinity Cafe, the Homeless Empowerment Program, and Clearwater Free Clinic! If you want to play this role to positively impact our client's day-to-day business, then apply now! Frank. Crum is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. #LI-GH1