Personal Lines Account Manager

LMCU•Grand Rapids, MI

6d•Onsite

About The Position

Lake Michigan Insurance Agency (LMIA), owned by Lake Michigan Credit Union, is seeking a knowledgeable and customer-focused Personal Lines Account Manager to join our growing team. In this role, you will serve as a trusted resource for clients by providing exceptional service, managing personal insurance accounts, and building lasting relationships through responsive support and insurance expertise. The ideal candidate is organized, proactive, and thrives in a fast-paced environment while delivering personalized service and ensuring clients have the coverage they need.

Requirements

1–3 years of experience in personal lines insurance, account management, customer service, or a related insurance role.
Associate degree, completion of a specialized business or trade school program (approximately 64 credit hours), or equivalent combination of education and experience.
Active Property & Casualty Insurance License, or the ability to obtain one within a designated timeframe.
Exceptional customer service and relationship-building skills.
Strong verbal and written communication abilities with the professionalism to handle sensitive and confidential conversations.
Ability to educate clients and explain insurance concepts in a clear and approachable manner.
Excellent organizational and time management skills with strong attention to detail.
Self-motivated with the ability to manage multiple priorities in a high-volume, fast-paced environment.
Strong problem-solving skills and a commitment to delivering accurate, timely service.
Experience using insurance carrier websites and agency management systems.
Proficiency with Microsoft Office and other business applications.

Nice To Haves

AMS360 experience is preferred.

Responsibilities

Serve as a primary point of contact for Personal Lines clients, providing outstanding service and building long-term relationships.
Educate clients on insurance coverages, policy exclusions, billing inquiries, and other personal insurance-related questions.
Answer inbound client calls through a phone queue, responding promptly and professionally to inquiries.
Process policy changes, endorsements, premium payments, and other servicing requests through carrier websites and agency management systems.
Review policy renewals and remarket accounts to ensure clients receive appropriate coverage and competitive solutions.
Evaluate non-renewals and cancellations, determine the appropriate course of action, and proactively communicate with clients.
Handle underwriting requests and follow through to ensure timely resolution.
Maintain accurate client records and documentation in agency systems.
Partner closely with Producers and the Sales team to support new business opportunities and service existing accounts.
Collaborate with internal departments and insurance carriers to resolve client issues efficiently.
Provide timely updates and communicate effectively regarding account activity and policy changes.
Support departmental initiatives and perform other duties as assigned.
Ensure all transactions and account activities comply with agency policies, carrier requirements, and applicable regulations.
Maintain confidentiality of client information and uphold the highest standards of professionalism and integrity.
Comply with all applicable laws and regulations, including the Bank Secrecy Act (BSA), USA PATRIOT Act, and Office of Foreign Assets Control (OFAC) requirements.
Adhere to and champion LMCU's core values of Curious Minds, Collaborative Hearts and Continuous Excellence.