Personal Lines Account Manager

Alera Group•New Bedford, MA

2d•Hybrid

About The Position

The Personal Lines Account Manager delivers customer service to personal insurance clients while supporting the agency’s retention, growth, and service objectives. The role manages an assigned book of business and serves as a trusted advisor by providing coverage guidance, processing policy transactions, addressing client concerns, and identifying opportunities to improve insurance protection. The Account Manager works with producers, account executives, front desk staff, carrier representatives, and agency leadership. The position begins fully onsite and transitions to a hybrid arrangement after training, with three days in the office and two days working from home. It is based in New Bedford, Massachusetts. The salary range is $55,000–$70,000 annually, and the position is commission eligible.

Requirements

At least 2 years of personal lines account management experience.
Active Property & Casualty license, or willingness to obtain one within 6 months if experience is applicable.
Knowledge of homeowners, automobile, umbrella, dwelling fire, flood, and specialty insurance products.
Ability to handle multiple priorities in a fast-paced environment.
Experience with comparative raters and carrier portal systems.
Proficiency in Microsoft Office applications and agency management systems and company portals.
Organizational, communication, collaboration, and client-focus skills.

Nice To Haves

CIC, CISR, CPRIA, or similar designation; or willingness to obtain one.

Responsibilities

Serve as the primary day-to-day contact for assigned Personal Lines clients and respond to inquiries about coverage, billing, claims, endorsements, renewals, and underwriting requirements.
Build client relationships through proactive communication and annual coverage reviews; assess changing insurance needs, recommend coverage, and explain policy provisions, exclusions, deductibles, and options.
Maintain high client retention through service and relationship management.
Welcome walk-in clients, answer questions, process requests, collect documentation, direct clients to appropriate personnel, and accept and process payments according to agency procedures.
Assist walk-in clients with policy changes, insurance identification cards, declarations pages, claims reporting, and other service needs; help maintain office coverage during business hours.
Process endorsements, policy changes, cancellations, reinstatements, renewals, and new business submissions according to workflow guidelines.
Prepare applications, renewal requests, insurance proposals, and coverage comparisons; review policies for accuracy and compliance with carrier underwriting guidelines.
Document client interactions and policy activity in the agency management system.
Review upcoming renewals for coverage gaps and account-rounding opportunities; contact clients about renewal changes, premium impacts, and recommendations.
Obtain competitive quotes when appropriate, remarket accounts as directed, present renewal options, and help clients make informed decisions.
Identify cross-selling and account-rounding opportunities, refer prospects to producers or account executives, support agency growth initiatives, and promote products that meet client needs.
Assist clients with claims reporting and carrier claim processes; explain billing options, payment plans, and premium changes.
Maintain complete and accurate client records; follow agency workflows, regulatory requirements, and carrier guidelines; protect client confidentiality and comply with privacy and security standards.
Maintain licensing and continuing education requirements.
Collaborate with colleagues and leadership, support coworkers during high-volume periods and absences, participate in meetings and training, and contribute to process improvements and workflow efficiencies.