Senior Account Manager - Commercial Lines

Pioneer Bank, National Association • Albany, NY

1d • Onsite

About The Position

The Senior Account Manager – Commercial Lines is responsible for a diverse portfolio of complex clients including, but not limited to, large multi-location habitational, religious organizations, and construction. This role requires deep technical knowledge, strategic oversight, and ongoing stakeholder engagement. They are a go-to resource as needed to support other Account Managers for Commercial Lines. The Senior Account Manager - Commercial Lines is responsible for managing a portfolio of assigned commercial Property & Casualty (P&C) clients, serving as the primary contact for all servicing needs—from inquiries and endorsements to renewals and claims coordination. This role serves as a liaison between clients, carriers, underwriters, and internal teams, ensuring smooth policy servicing and renewal outcomes, client education, and strategic guidance that enhances retention and drives revenue growth.

Requirements

• High School graduate (or GED) required.
• Must have valid Property & Casualty (P&C) license or must obtain them within 30–60 days of hire.
• Ongoing compliance with continuing education requirements is required to maintain the license in good standing.
• 5-10 years of commercial lines account handling or CSR experience in an agency or brokerage setting, with knowledge of general liability, property, commercial auto, workers’ compensation, umbrella, and ancillary coverages like cyber, EPLI, and professional liability.
• Skilled in agency management systems (Applied Epic, preferred).
• Proficiency in handling high-volume phone and email service inquiries, as well as policy quoting, is essential.
• Trusted to handle sensitive PII/financial data.
• Must have access to reliable transportation on short notice and valid driver's license plus ability to maintain this throughout employment.

Nice To Haves

• Bachelor’s degree (Insurance/Risk Management, Business, Finance or related field) preferred.
• Professional designations such as CIC/CLCS/CISR preferred.

Responsibilities

• Manage all incoming client service requests, emails, and communications.
• Oversee multiple accounts and renewals simultaneously, often under tight deadlines.
• Clearly explains insurance concepts in straightforward, non-technical language, demonstrating deep insurance knowledge and professionalism with both internal teams and external clients.
• Handle billing, auto ID cards, policy documents, cancellations/reinstatements, premium audits, and general inquiries.
• Efficiently process endorsements, renewals, binders, invoices, and certificates with accuracy.
• Manage the renewal lifecycle by initiating each renewal cycle well in advance. Gather updated data and review exposures; obtain carrier options and negotiate, if necessary; prepare renewal packages; and present renewal recommendations to clients.
• Oversee carrier download activity to ensure policy transactions are accurately reflected in the agency management system, minimizing manual work and maintaining clean, reliable data.
• Support clients with both agency bill and direct bill policies—handling agency billing directly and serving as a helpful point of contact for any direct bill questions, with a focus on accuracy, installment schedules, and resolving discrepancies.
• Collaborate with the sales team on new business handoffs and renewal strategies, ensuring a seamless transition and consistent focus on client needs.
• Build strong client relationships to drive retention, deliver timely service, identify cross-sell and upsell opportunities, and proactively address coverage needs and overall risk exposure.
• Stay informed of carrier changes (e.g., rate tiers, discounts, underwriting changes), emerging risks and changes to legal/regulatory risks, and advise both clients and team members accordingly.
• Utilize the office’s agency management system as the operational hub—logging all client interactions, documents, and pending activities; scheduling automated alerts and workflows to ensure deadlines are met.
• Provide insight into workflow improvements—such as automating renewal reminders, streamlining rating processes, and refining retention campaigns.
• Provide new business quoting assistance when necessary to ensure the sales team can present sales proposals in a timely manner.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED