Account Representative - Personal Lines

Compensation Starting Pay Rate: $22.10 - 26.50 per hour Benefits Associates are eligible for a wide selection of benefits (dependent upon position) including:
Medical Insurance Health Spending Account (HSA) with company match Paid Time Off Pre-Tax & Roth 401(k) plan with company match Flexible Scheduling Dental and Vision Insurance Life and AD&D Insurance Tuition reimbursement & company-paid training programs FREE AAA membership & travel / product discounts Company Paid Short-term & Long-term disability Paid Volunteer Time Off Flexible Spending Accounts Tuition reimbursement & company-paid training programs

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 in coverage, errors or opportunities for improved protection. These will be sent to the senior servicer and owner/producer for review. Follow established agency procedures, workflows and carrier guidelines to ensure compliance and consistency. Maintain organized, accurate documentation of all client interactions and transactions with proper documentation in the agency management system.

Review completed work for accuracy and completeness prior to processing and flag follow-ups on the agency management system when applicable. Support operational efficiency by prioritizing assigned tasks and meeting service timelines. Remain knowledgeable of regulatory changes, carrier updates, and agency workflows to ensure compliance and operational efficiency. Team member feedback and process improvement suggestions are encouraged to support continuous improvement and enhance the ease of doing business.

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