Account Manager - Personal Lines
About The Position
The Account Manager – Personal Lines manages a portfolio of personal lines clients, typically households or families, and their auto, homeowners, renters, umbrella, and other personal insurance policies. The role provides high-volume client service, rapid quoting and 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 Account Manager manages service requests and renewals, handles policy and billing transactions, reviews coverage needs, and presents renewal options. The role collaborates with sales colleagues on new business handoffs and renewal strategies, monitors carrier and regulatory changes, maintains accurate records in the agency management system, and contributes ideas for workflow improvements.
Requirements
- High school diploma or GED.
- Valid Property & Casualty license, or ability to obtain it within 30–60 days of hire.
- Maintain continuing education compliance to keep the license in good standing.
- 2–5 years of personal lines account handling or customer service representative experience in an agency or broker environment.
- Proficiency with 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 maintained throughout employment.
Nice To Haves
- Bachelor’s degree in Insurance/Risk Management, Business, Finance, or a related field.
- Professional designations such as CIC, PLCS, or CISR.
- Experience with agency management systems; Applied Epic is preferred.
Responsibilities
- Manage incoming client service requests, emails, and other communications while overseeing multiple accounts and renewals.
- Explain 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.
- Manage policy renewal cycles by reviewing coverage needs, shopping markets when rate increases exceed thresholds, and presenting options to clients.
- Support agency-billed and direct-billed policies, including agency billing, direct-bill questions, installment schedules, and discrepancy resolution.
- Oversee 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.
- Monitor carrier changes, emerging risks, and legal or regulatory changes, and advise clients and team members accordingly.
- Use the agency management system to log interactions, documents, and pending activities and schedule alerts and workflows.
- Recommend workflow improvements, including renewal reminder automation, streamlined rating processes, and improved retention campaigns.
- Assist with new business quoting when needed so the sales team can present proposals promptly.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
