Account Manager - Personal Lines
About The Position
The Account Manager – Personal Lines manages a portfolio of personal lines clients, typically households or families, with auto, homeowners, renters, umbrella, and other personal insurance policies. The role focuses on high-volume service delivery, rapid quoting, billing support, and relationship-based retention. It requires proactive outreach, accurate policy administration, cross-selling skills, and strong client communication to support satisfaction and loyalty. The position is full-time, non-exempt, and based at Headquarters. The stated schedule is Monday–Friday, 8:30 a.m.–5:00 p.m. The pay grade is NE 35, with compensation of $21.00–$32.60 per hour. It reports to the Vice President – Agency Operations Manager.
Requirements
- High school diploma or GED.
- Valid Property & Casualty (P&C) license, or ability to obtain it within 30–60 days of hire.
- Maintain the P&C license in good standing by meeting continuing education requirements.
- 2–5 years of personal lines account handling or customer service representative experience in an agency or broker environment.
- Proficiency in handling high-volume phone and email service inquiries and policy quoting.
- Ability to handle sensitive personally identifiable and financial information.
- Reliable transportation available on short notice and a valid driver's license, which must be maintained throughout employment.
- Strong attention to detail, time management, communication, insurance knowledge, and professionalism.
Nice To Haves
- Bachelor’s degree in Insurance/Risk Management, Business, Finance, or a related field.
- Professional designation such as CIC, PLCS, or CISR.
- Experience with an agency management system; Applied Epic is preferred.
Responsibilities
- Manage incoming client service requests, emails, and other communications, while overseeing multiple accounts and renewals under tight deadlines.
- Explain complex insurance concepts clearly and professionally to clients and internal teams.
- Handle billing, auto ID cards, policy documents, cancellations, reinstatements, and general inquiries.
- Process endorsements, renewals, binders, invoices, and certificates accurately and efficiently.
- Manage policy renewal cycles by reviewing coverage needs, shopping markets when rate increases exceed thresholds, and presenting options to clients.
- Support agency-bill and direct-bill policies by handling agency billing and responding to direct-bill questions, with attention to installment schedules and discrepancies.
- Monitor carrier download activity to ensure transactions are accurately reflected in the system and maintain reliable data.
- Collaborate with the sales team on new-business handoffs and renewal strategies.
- Build client relationships, support retention, provide timely service, identify cross-sell and upsell opportunities, and address coverage needs and risk exposure.
- Stay informed about carrier changes, emerging risks, and legal or regulatory changes, and advise clients and team members accordingly.
- Use the agency management system to log client interactions, documents, and pending activities, and schedule alerts and workflows to meet deadlines.
- Provide insight into workflow improvements, including renewal reminders, rating processes, and retention campaigns.
- Assist with new-business quoting when needed so the sales team can prepare proposals promptly.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
