Account Manager

POSITION OVERVIEW

The Account Executive/CSR is responsible for the day-to-day servicing and retention of an assigned book of business, acting as the primary point of contact for clients on policy changes, renewals, claims support, and general service needs. This role blends technical insurance knowledge with client relationship management to ensure a high standard of service, accuracy, and responsiveness across the agency's client portfolio.

KEY RESPONSIBILITIES

Client Service & Account Management

- Serve as the primary day-to-day contact for an assigned book of clients, responding to service requests, coverage questions, and policy inquiries in a timely and professional manner.

- Process policy changes, endorsements, certificates of insurance, and evidence of insurance requests accurately and within agency service standards.

- Manage the renewal process for assigned accounts, including gathering updated exposure information, ordering renewal quotes, and reviewing coverage for gaps or changes in client needs.

- Review policies for accuracy prior to delivery, confirming coverage, limits, and endorsements match what was quoted and bound.

- Maintain accurate, complete client files and documentation in the agency management system in accordance with E&O best practices.

- Assist clients with first-notice-of-loss reporting and coordinate with carriers or claims adjusters as needed to support claims resolution.

- Identify cross-sell and upsell opportunities within the existing book and refer them to the appropriate producer or account executive.

Carrier & Marketplace Coordination

- Communicate with carrier underwriters to resolve coverage questions, request policy changes, and address underwriting concerns.

- Prepare marketing submissions and gather underwriting information for new and renewal business as needed.

- Stay current on carrier appetite, program changes, and product updates relevant to the assigned book of business.

Compliance & Documentation

- Ensure all client communications, coverage recommendations, and declined coverage options are properly documented in the file.

- Follow agency procedures for licensing, errors and omissions prevention, and regulatory compliance in all client interactions.

- Maintain confidentiality of client and agency information in accordance with agency policy.

QUALIFICATIONS

- Active Property & Casualty insurance license, or ability to obtain licensure within a defined onboarding period.

- 1–3+ years of experience in an insurance agency, account management, or customer service role (experience level to be set by the hiring agency).

- Working knowledge of personal and/or commercial lines coverage forms, as applicable to the assigned book.

- Proficiency with agency management systems (e.g., AMS360, EPIC, Applied) and carrier rating/portal platforms.

- Strong written and verbal communication skills, with the ability to explain coverage clearly to clients.

- High attention to detail and comfort managing multiple client files and deadlines simultaneously.

- Professional demeanor and a client-service orientation.

- Relevant industry designations (CISR, CIC, AAI) preferred but not required.

WORK ENVIRONMENT

This position is typically performed in an office setting, with potential for a hybrid or remote arrangement depending on agency policy. Standard business hours apply, with occasional flexibility required to support client needs.