Description
At Gusto, we're on a mission to grow the small business economy.
We're building our own P&C insurance agency and are looking for a licensed account manager to service our book of business.
As our first account manager, you'll own daily servicing of the assigned book, run proactive outreach to keep clients correctly covered, and turn every recurring case into a product spec.
You'll work closely with carrier counterparts, product, engineering, design, data, sales, and licensed insurance professionals to ship a quote, bind, and service experience that's fast, accurate, and easy to manage over time.
Responsibilities:
- Own daily servicing of the assigned book: endorsements, certificates of insurance, coverage questions, premium audits, billing disputes, cancellations, reinstatements, and renewals.
- Be accountable for outcomes connected to Business Insurance customers.
- Serve as the liaison between insureds, carriers, and our licensed producers , explaining coverage, exclusions, and exposures in plain language.
- Run proactive outreach using payroll data to catch FEIN mismatches, new-state hires, and class code drift before they become coverage gaps.
- Work the pending cancellation and non-pay queue , find out what's actually driving each cancellation, fix what's fixable, and secure reinstatement or replacement coverage.
- Handle claims intake and status reporting, and coordinate hand-offs to the carrier's adjusting team.
- Document every recurring case as a product spec, partnering with product and engineering to automate certificate generation, endorsement submission, and intake triage , using AI tools daily for drafting, summarization, and triage.
- Write the SOPs, escalation paths, and service standards for the team.
Requirements:
- 5+ years of commercial lines service experience at an independent agency, brokerage, or carrier, servicing small commercial accounts end to end.
- Workers' Compensation depth , class codes, experience modifiers, premium audits, and state-specific requirements.
- Experience working in carrier portals and coordinating with carrier underwriting/servicing teams to service an agency book of business.
- AI and automation fluency , you've used AI tools in real service work and have opinions about where they hold up and where they don't.
- Evidence you build, not just execute , a process you documented, a workflow you redesigned, or a tool you got built.
- A compliance instinct: you know when something needs a licensed person, a carrier's sign-off, or a documented file, and you don't improvise around it.
- An active Property & Casualty producer license (Colorado resident preferred), or willingness to obtain one within 90 days of starting.
Preferred qualifications:
- Industry designations (CISR, CIC, AAI, ACSR, or CPCU).
- Multi-state or nonresident licensing already in place.
- Experience at a digital agency, insurtech, or MGA, or having stood up a service function from scratch.
We offer a competitive salary range of $83,265 - $102,000/year in Denver, along with benefits and equity.