Personal Lines Account Manager

Job Title: Personal Lines Account Manager
Department: Personal Lines
Reports To: Agency Management
FLSA Status: Non-Exempt

Position Summary

The Personal Lines Account Manager is responsible for the inside sales and servicing of personal lines insurance accounts. This position is expected to quote and write new business, round existing accounts, and provide ongoing service to assigned clients. The Personal Lines Account Manager is also responsible for handling policy changes, renewals, remarketing, billing and coverage questions, carrier communication, and account documentation within the agency management system.

This position requires consistent attention to detail, prompt follow-up, professional communication, and the ability to manage both sales and service responsibilities in accordance with agency procedures and performance expectations.

Essential Duties and Responsibilities

The essential duties and responsibilities of this position include, but are not limited to, the following:

1. Quote, recommend, and sell personal lines insurance policies to new and existing clients.
2. Follow up on leads, referrals, cross-sell opportunities, and household accounts for the purpose of writing new business.
3. Identify and pursue account rounding opportunities, including umbrella, flood, renters, dwelling fire, recreational vehicle, and other personal lines products.
4. Service and maintain assigned personal lines accounts.
5. Process policy changes, endorsements, renewals, cancellations, reinstatements, and other routine service requests.
6. Review renewals for premium increases, coverage concerns, eligibility changes, and remarketing opportunities.
7. Market and remarket accounts with carrier partners when appropriate or as directed by management.
8. Respond to client questions regarding coverage, billing, claims, and policy servicing matters.
9. Communicate with insurance carriers regarding underwriting, billing, claims follow-up, policy issuance, and related matters.
10. Prepare, process, and provide policy documents, identification cards, evidence of insurance, and other required account documentation.
11. Document all client communications, sales activity, service work, and account transactions in the agency management system.
12. Maintain familiarity with agency carriers, underwriting guidelines, coverage forms, and eligibility requirements.
13. Support agency retention efforts by assisting with accounts affected by premium increases, underwriting actions, or non-renewal situations.
14. Work cooperatively with producers, management, and other staff members to ensure timely and accurate handling of client accounts.
15. Perform other duties as assigned by management.

Knowledge, Skills, and Abilities

To perform this job successfully, the employee must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required for the position:

1. Knowledge of personal lines insurance products, coverages, terminology, and policy servicing procedures.
2. Ability to quote, present, and sell personal lines insurance products.
3. Ability to communicate clearly and professionally with clients, carriers, and coworkers, both verbally and in writing.
4. Ability to prioritize, organize, and manage multiple tasks in a timely manner.
5. Strong attention to detail and accuracy.
6. Ability to exercise sound judgment and maintain confidentiality.
7. Ability to follow agency procedures and documentation standards.
8. Working knowledge of agency management systems, email, and standard office software.
9. Ability to work independently and as part of a team.

Education and Experience

1. High school diploma or equivalent required.
2. Previous personal lines insurance experience preferred.
3. Previous account management, customer service, or inside sales experience preferred.
4. Experience working in an independent insurance agency preferred.
5. AMS360 experience preferred.

Licenses and Certifications

1. Active Texas General Lines Property and Casualty license required.

Working Conditions and Physical Requirements

1. This position is performed in an office environment.
2. Regular use of a computer, telephone, and other standard office equipment is required.
3. The employee must be able to sit for extended periods, use hands for typing and data entry, and communicate effectively in person and by telephone.
4. The position requires regular interaction with clients, carriers, and agency personnel.

Performance Expectations

1. Meet agency expectations for production of new personal lines business through inside sales activity.
2. Maintain assigned accounts in an accurate, timely, and professional manner.
3. Provide responsive and courteous service to clients and carriers.
4. Maintain proper and complete documentation in the agency management system.
5. Support agency retention and account rounding efforts.
6. Follow agency procedures, carrier requirements, and management direction.
7. Maintain dependable attendance, professionalism, and effective working relationships with others.