Account Representative - Personal Lines

At AAA Western and Central New York, our Associates are committed to providing our members with a totally satisfying experience. Therefore, we seek Associates who are dedicated to this purpose, people who truly demonstrate compassion, empathy and unsurpassed service. These are the people that help us create a loyal membership base that strengthens our mission—to be our members’ most trusted provider of high quality automotive, travel, insurance and other relevant products and services that offer safety, security, peace of mind, value and convenience.

AAA Western and Central New York is regularly recognized as one of the best & healthiest places to work in the WNY & CNY area. In addition to a market competitive salary, Associates are eligible for a wide selection of benefits (dependent upon position) including:
Medical, Dental, Life and AD&D Insurance Flexible work schedules Pre-Tax & Roth 401(k) plan with company match Health Spending Accounts with company contribution & Flexible Spending Accounts Company Paid Short-term & Long-term disability Paid time off Tuition reimbursement & company-paid training programs FREE AAA membership & travel / product discounts Paid Volunteer Time Off

Job Responsibilities 40% Client Service & Front-Line Support:
Serve as an initial point of contact for personal lines clients by answering incoming calls, responding to basic inquiries and directing clients to the appropriate team member when needed. Assist clients with routine service requests including billing questions, policy document requests,  and payment inquiries. Provide professional, friendly and timely customer service to support a positive client experience. Maintain strong working relationships with clients through responsiveness and follow-through.

Escalate complex coverage, handle claims inquiries with compassion or escalate complex service concerns to a tenured member of the team or leadership as appropriate. Support overall success of the office by assisting team members with administrative and service-related tasks as needed. Coordinate client communication and routing to appropriate departments or licensed staff members. Maintain a proactive sales and client service approach during all client interactions, including calls, emails, and text communications, by identifying opportunities for additional AAA product offerings and account rounding based on a review of the client’s portfolio.

Document relevant recommendations and discussions within the agency management system. 25% Sales Support & New Business:
Contribute meaningfully to agency growth while maintaining service responsibilities. Identify cross-sell, upsell and account rounding opportunities during service and renewal interactions. Support new business development efforts by providing product expertise, quoting support and onboarding assistance. Independently write new personal lines business where appropriate, collaborate on risks with peers and contribute to defined sales expectations. Maintain productive relationships with personal lines carriers, understanding appetite, placement, guidelines and exceptions.

Collaborate with the producer/principal and sales team on shared opportunities, overflow leads or complex placements. 20% Policy Processing & Administrative Support:
Support the servicing of personal insurance accounts through processing of basic policy transactions including basic endorsements, cancellations, reinstatements, document handling and policy updates. Assist with preparation and distribution of certificates, auto , policy documents and renewal information. Accurately update and maintain client records within agency management systems (AMS) and CRM platforms with all client related calls. Assist with data entry, task management, follow-up activities and electronic filing to support efficient agency operations.

Coordinate documentation and information between clients, carriers and internal team members. 15% Quality, Accuracy, & Operational Support:
Maintain high standards of accuracy, compliance and operational integrity across all work. Conduct ongoing semi and annual review of policies and accounts to identify gaps…