Commercial Lines Account Manager

Job Description

Job Description

About Brown’s Insurance Agency

Choice. Flexibility. Economy. Superior Protection. Founded in 1976, Brown's Insurance Agency has it all for you in one place - from our offices in Manassas and Richmond, Virginia, we serve the insurance needs of individuals, families and businesses throughout Virginia and many other states. As an independent insurance agent, we represent many top-rated insurance companies. Getting the right insurance protection, superior claim service when you need it, ultimate convenience, and the right price can seem like a tall order. But Brown's Insurance Agency makes it seem easy.

Commercial Lines Account Manager

Position Summary:

The Commercial Lines Account Manager is responsible for managing an assigned book of business while delivering exceptional customer service and supporting agency growth initiatives. This role focuses on client retention, account rounding, cross-selling, and identifying opportunities to strengthen client relationships and increase revenue. The Account Manager serves as a trusted advisor by proactively managing renewals, providing coverage recommendations, coordinating policy servicing, and ensuring a seamless client experience. This position also partners with producers, underwriters, and internal teams to support new business, marketing initiatives, and operational excellence.

Key Responsibilities:

Client Relationship Management & Retention

• Build and maintain strong relationships with clients through proactive communication and exceptional service.
• Achieve or exceed agency retention goals by conducting regular outreach, account reviews, and client education.
• Manage policy renewals, endorsements, coverage changes, and client inquiries in a timely and professional manner.
• Identify opportunities to retain or recover canceled business when appropriate.
• Ensure all client interactions are accurately documented within the agency management system.

Account Management & Growth

• Conduct comprehensive account reviews to identify coverage gaps, emerging exposures, and opportunities for enhanced protection.
• Recommend additional coverages, endorsements, and value-added insurance solutions.
• Identify business written through other agents and proactively pursue account rounding opportunities.
• Promote cross-selling opportunities, including Umbrella, Cyber Liability, Employment Practices Liability (EPLI), and other applicable coverages.
• Support agency referral initiatives by encouraging client referrals and identifying new business opportunities.

Renewal Management

• Prepare and conduct annual renewal reviews using agency renewal procedures.
• Review upcoming renewals to evaluate coverage adequacy, pricing, eligibility for discounts, and potential exposure changes.
• Collaborate with clients and carriers to minimize unnecessary remarketing through proactive account management.

Client Service

• Provide responsive support for billing inquiries, claims assistance, certificates of insurance, audits, policy changes, and coverage questions.
• Educate clients on available services, coverage options, and agency resources.
• Maintain accurate client records, including contact information and policy documentation.
• Set appropriate service expectations while delivering a high-quality client experience.

New Business & Quoting Support

• Assist producers with quoting, marketing, binding, and onboarding new commercial accounts.
• Submit new business opportunities promptly and follow established agency sales processes.
• Maintain communication with underwriters to facilitate timely quotes and policy issuance.
• Accurately document quoting activity, underwriting communications, and client expectations within Applied Epic.

File Management & Quality Assurance

• Review new business submissions for completeness and accuracy.
• Coordinate client onboarding and ensure required documentation is received.
• Return incomplete submissions to producers or sales leadership for correction when necessary.
• Maintain organized and compliant electronic client files.

Marketing & Agency Engagement

• Support agency marketing efforts by participating in campaigns, branding initiatives, and promotional activities.
• Contribute ideas for marketing content and community engagement.
• Promote agency initiatives through professional networking and social media when appropriate.

Professionalism & Continuous Improvement

• Demonstrate a positive attitude, professionalism, and commitment to exceptional client service.
• Continuously seek opportunities to improve workflows, efficiency, and service delivery through technology and best practices.
• Foster collaborative working relationships with producers, underwriters, carriers, and fellow team members.
• Perform additional duties as assigned.

Qualifications:

• High school diploma or equivalent required; Associate or Bachelor's degree preferred
• Minimum of 3 years of commercial lines account management experience; prior experience servicing trucking accounts is a plus
• Active Property & Casualty license required
• Strong knowledge of commercial property and casualty insurance products, coverages, underwriting, and carrier markets
• Experience using agency management systems, preferably Applied Epic
• Proficiency with Microsoft Office Suite and other business technology applications
• Excellent communication, organizational, time management, and problem-solving skills
• Ability to prioritize multiple tasks while maintaining accuracy in a fast-paced environment
• Strong client service orientation with the ability to build trusted business relationships
• Ability to work independently while collaborating effectively within a team environment.
• Ability to pass a criminal background check, as permitted by law

Hours: Monday-Friday, 8:00am-5:00pm

Office Location: 9170 Prince William Street, Manassas, VA 20110 (Hybrid Work Options Available)

Benefits:

• Competitive Salary
• Health Insurance Plans (PPO, HSA, Copay Options)
• Dental Insurance
• Vision Insurance
• Company Paid Disability Insurance
• Supplemental Insurance including Critical Illness, Accident, Legal, Pet Insurance
• 401(k) with Safe Harbor Match
• Paid Time Off
• Paid Holidays

No Solicitation Notification to Agencies: Please note that Keystone and our Partner Agencies do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, Keystone will not consider or approve payment to any third parties for hires made.