Sr. Personal Insurance Account Manager

This position can be based in our Woburn, Danvers, Gloucester, Plymouth or Norwood office.

Salem Five is a growing regional financial services organization with over 170 years of history, deeply rooted in the communities we serve. As an independent bank, we offer employees successful and rewarding careers.

At Salem Five Insurance, you will be part of a team that delivers more than just coverage. We provide peace of mind to clients and work across six Massachusetts offices.

• Manage a portfolio of high-volume and complex personal lines customers, delivering tailored and proactive service.
• Serve as the primary point of contact for clients, handling all aspects of their insurance needs with professionalism and expertise.
• Develop and maintain deep relationships with clients, understanding their unique requirements and providing strategic insurance solutions.
• Review the expiration report within 90 days of each renewal to proactively manage client renewals, engaging with clients to discuss renewal options and evaluate current coverages.
• Make consultative recommendations to clients.
• Attend regularly to the position.

• Oversee the entire life cycle of personal lines policies, from initial quote and issuance through to renewal and claims support.
• Ensure accurate and timely processing of policies, endorsements, renewals, and cancellations, adhering to company and regulatory standards.
• Work closely with underwriters and insurance carriers to negotiate terms and resolve any complex issues related to policy management.
• Demonstrate the ability to work independently, confidently make sound decisions, and require little direction from upper management.
• Answer client inquiries relating to policies, such as account status, coverage, and premium information.
• Receive and process client requests via telephone, mail, or walk-in, including completing paperwork, entering and updating account information on insureds’ risk file, requesting endorsements, completing RMV paperwork, and confirming vehicle registration.
• Prepare price quotes for new and existing clients as requested.
• Handle and resolve client complaints or concerns in an expeditious and tactful manner; advise Personal Lines Leadership regarding key issues.
• Utilize weekly follow-up lists to monitor pending endorsements and other items, documenting instances where endorsements exceed a four-week turnaround time.

• Provide clients with expert advice on their personal insurance programs, identifying opportunities for coverage optimization and risk management.
• Conduct in-depth reviews of clients' insurance portfolios, recommending adjustments and enhancements to meet evolving needs.
• Stay informed about industry trends and regulatory changes that may impact clients; offer proactive guidance and updates.

• Actively pursue opportunities to cross-sell and upsell additional personal lines products and services to existing clients.
• Support the acquisition of new business by leveraging industry knowledge and client relationships during the sales process.
• Participate in strategic marketing and retention activities to expand and retain the customer base.
• Market accounts when sending home renewals, no auto, no VRC, no umb, INC OBI etc.

• Analyze client data and account performance metrics to identify trends, risks, and opportunities for improvement.
• Prepare detailed reports and presentations for clients and senior leadership, providing insights and recommendations based on data analysis.
• Use data-driven approaches to enhance account management practices and deliver superior service to clients.

• Ensure all personal lines accounts are managed in compliance with company policies, procedures, and regulatory requirements.
• Conduct regular audits of client accounts and processes to maintain high standards of quality and accuracy.
• Proactively identify and mitigate risks associated with clients' insurance programs, offering expert risk management advice.
• Demonstrate compliance with banking business laws and regulations as defined in company policies and procedures relevant to the position.

• Provide mentorship and guidance to Junior and Personal Lines Account Managers, sharing knowledge and best practices.
• Lead by example, fostering a culture of excellence, collaboration, and continuous improvement within the team.
• Participate in training and development initiatives to elevate team capabilities and industry expertise.
• Act as a proven team player who serves as a leader for special projects at the agency: evaluating needs, making recommendations to management; engaging appropriate internal resources; motivating team members to deliver results.

• Collaborate with other departments, producers, and stakeholders to ensure seamless service delivery and operational efficiency.
• Act as a…