Personal Insurance Account Manager

About the role

Salem Five Insurance is seeking a dedicated and proactive Account Manager to join our team. This position offers a dynamic environment where you can make a meaningful impact on the lives of our clients while building long-lasting relationships.

Responsibilities

• Manage a diverse book of personal lines customers, providing tailored and initiative-taking service.
• Respond to complex customer inquiries and issues regarding their insurance policies, coverages, and claims with professionalism and accuracy.
• Develop and maintain strong, long-term relationships with customers to ensure ongoing satisfaction and retention.
• Works collaboratively with Personal Lines Producers.
• Attends carrier and Leadership Meetings.
• Maintain carrier knowledge pertaining to company policies, procedures relating to underwriting, rating, and billing.
• Review and communicate changes for the carrier assigned and highlight the changes during the monthly Personal Lines Meeting when needed.
• Oversee the processing of new policies, renewals, endorsements, and cancellations for personal lines accounts, ensuring accuracy and timeliness.
• Collaborate closely with underwriters and carriers to resolve any discrepancies or issues in policy servicing.
• Ensure all policy documentation is comprehensive, accurate, and compliant with regulatory requirements.
• Receive and process client requests via telephone, mail, or walk-in to include completing paperwork, entering, and updating account information on insureds’ risk file, requesting endorsements, completing RMV paperwork, and confirming vehicles registered.
• Follow expiration lists to assure policy renewal.
• Provide Workflow Department with declaration if EPIC needs to be updated.
• Serve as a trusted advisor to clients, helping them understand their insurance needs and guiding them through their options.
• Address and resolve escalated client complaints or concerns efficiently, ensuring client satisfaction.
• Advise Personal Lines Leadership regarding key issues.
• Function as a liaison between clients and insurance carriers, facilitating effective communication and resolution of issues.
• Maintain professional relationships with clients, agency personnel and company staff via prompt, courteous, knowledgeable, and accurate service.
• Answer client inquiries as needed relating to their policies, such as account status, coverage, and premium information.
• Apply knowledge of products and services to best meet client needs.
• Maintain contact with clients so their renewal policies reflect current values and their coverage is broadened where applicable.
• Send renewal letter with each policy advising recommendations including liability or deductible, etc.
• Review client renewals for accuracy.
• Prepare price quotes for new and existing clients as requested.
• Identify and pursue opportunities for cross-selling and upselling additional personal lines products and services.
• Support the acquisition of new business by participating in sales initiatives and providing expertise during the quoting and proposal process.
• Engage in retention strategies to maintain and grow the existing customer base.
• Understand and support the company’s sales policies and procedures so as to provide proper and effective service for clients.
• Maintain accurate and up-to-date customer and policy information in the agency management system.
• Generate and analyze reports on account performance, customer interactions, and sales activities.
• Use data insights to drive decision-making and recommend improvements to account management practices.
• Ensure all personal lines accounts are managed in accordance with company policies, procedures, and regulatory requirements.
• Participate in ongoing training and development to stay current with industry trends and best practices.
• Contribute to the development and implementation of process improvements to enhance team efficiency and service quality.
• Demonstrate compliance with banking business laws and regulations as defined in company policies and procedures pertinent to the position.

Requirements

• High school diploma or general education degree (GED) and two to three years related experience and/or training; or equivalent combination of education and experience.
• Minimum of 3 years Personal Lines experience required.
• Excellent proficiency in Microsoft Office Suite.
• Proficient in Atlas, Singlepoint and MSBs.
• Experience with Epic System a plus.

Qualifications

• Property & Casualty Insurance License required.

Benefits

We offer a comprehensive benefits package designed to support your well-being and success, including medical, dental, and vision coverage; Flexible Spending and Health Savings Accounts; 401(k) matching; and tuition reimbursement. You will also enjoy additional perks such as our employee referral program, annual holiday reception, summer family outing, and more.

Pay

The salary range is $60,000 - $80,000. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, and performance. This range may be modified in the future.

Physical Demands

The physical demands described here are representative of those which must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.