Account Manager, Personal Lines

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The Account Manager, Personal Lines position is crucial to the day-to-day operations and long-term goals of the Personal Lines Department. The Account Manager provides daily support to the Personal Lines Advisors and Clients. From servicing accounts to processing claims, to retaining Personal insurance accounts and providing excellent customer service, the Account Manager’s responsibilities are equally varied and vital. A strong work ethic, ability to take on multiple responsibilities, and knowledge of agency procedures and standards are a must!

This role directly impacts the revenue, service, and customer experience goals of the organization.

• Provide technical support to Personal Lines Manager; specifically, in analyzing client needs, coverage forms, and quotations.
• Processing applications for, changes to, reinstatement of, and cancellation of insurance policies.
• Compiling data on lapsed insurance policies to determine automatic reinstatement according to company policies, as well as analyzing retention strategies.
• Support Advisors: review Client’s renewals, quote/issue/provide competitive options for Clients while still maintaining adequate coverages.

• Anticipate and determine the specific, unique needs of each Insured and work to solve those problems.
• Assist in the customization of insurance programs to suit individual customers, often covering a variety of risks.
• Process additional lines of coverage for accounts, when necessary, to increase retention and cover all clients’ personal risks appropriately.

• Build relationships with Insured and determine effective ways to service their account.
• Act as liaison between client and insurance companies in order to independently resolve service problems.
• Correspond with insured to obtain information or inform them of account status or changes.
• Respond to client’s needs in a timely, professional, helpful, and courteous manner, regardless of client attitude.
• Strive to meet service standards in all circumstances.
• Follow up with clients to ensure that their needs have been met.
• Look for ways to add value beyond clients’ immediate requests.

• Assist and support the ongoing needs and issues of each Client.
• Confer with clients to obtain and provide information when claims are made on a policy.
• Change policy records to conform to insured party's specifications.
• Monitor insurance claims to ensure they are settled equitably for both the client and the insurer.

• Demonstrate solid knowledge and ability, including competitive and customer trends, to strategically direct Clients and solve situations.
• Objectively critique the competition (strengths, weaknesses) and seek opportunities for business development.
• Evaluate direct competition in order to position own organization appropriately.
• Continually develop industry knowledge by attending trade shows, seminars, conferences, etc.
• Identify current industry trends.
• Develop knowledge of related industries and their impact on own industry.

• When appropriate, use agency credit and collection policy in invoicing and pursuing prompt payments.
• Request cancellations from the carrier according to agency standards.

• Attend meetings, seminars, and programs to learn about new products and services, learn new skills, and receive technical assistance in developing new customers.
• Perform other duties as assigned.

• Prefer bachelor’s degree, or an associate’s degree or equivalent, from a two-year college or technical school.
• High school diploma or equivalent is required.
• Prefer a minimum of five years related industry experience and/or training.
• Maintain a current Indiana Property & Casualty insurance license.

• Proficient in Microsoft Office suite of products and Adobe Acrobat.
• Good understanding of all lines of personal insurance coverage.
• Understanding of…