Personal Lines Client Advisor

Job Description

Job Description

Benefits:

• Positive Work Culture
• 401(k) matching
• Bonus based on performance
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Profit sharing
• Vision insurance
• Wellness resources

Position Summary
The Personal Lines Client Advisor is responsible for delivering a seamless and proactive client experience while supporting the agency’s retention and growth initiatives. This role combines client servicing, proactive renewal outreach, retention conversations, cross-selling, client coverage education, and producer support into one unified position.

Client Advisors are expected to take ownership of the client experience from intake to resolution whenever reasonably possible. This role is designed to strengthen client relationships, improve retention, identify growth opportunities, and support agency
profitability through meaningful client interactions. Success in this role requires a balance of service excellence, proactive communication, accountability, relationship-building, and operational follow-through.

Role Mission
The mission of the Client Advisor role is to:

• Protect and retain client relationships.
• Support the growth and profitability of the Personal Lines department.
• Deliver proactive and consultative insurance guidance.
• Create meaningful client interactions that strengthen long-term loyalty.
• Support producers by helping ensure client needs and operational follow-through are handled efficiently and professionally.
• Identify opportunities to improve coverage awareness, cross-sell additional policies, and generate referrals.
• Deliver value through coverage and service to clients.

Core Responsibilities

• Provide timely, professional, and solution-oriented support to clients through designated service channels.
• Handle policy servicing requests including endorsements, billing inquiries, coverage questions, and policy changes.
• Maintain accurate documentation and activity tracking within agency systems.
• Deliver a high-quality client experience focused on communication, responsiveness, and relationship-building.
• Conduct proactive renewal outreach to clients approximately 75 days prior to renewal.
• Complete comprehensive account reviews focused on retention, coverage awareness, and relationship-building.
• Review current coverage, identify potential gaps, and provide appropriate recommendations.
• Maintain meaningful client conversations designed to create value beyond transactional client service.
• Identify opportunities for remarketing, cross-selling, upselling, referrals, or additional coverage conversations.
• Document outreach efforts, review outcomes, and follow-up actions appropriately.
• Handle retention-focused conversations related to premium increases, coverage concerns, underwriting changes, and renewal reviews.
• Complete remarketing activities within agency guidelines when appropriate.
• Present coverage and carrier options clearly and professionally.
• Partner with producers and leadership when escalation or relationship management support is needed.
• Focus on retaining clients whenever possible through education, problem-solving, and proactive communication.
• Support producers by assisting with operational follow-through that contributes to client retention and growth.
• Assist with underwriting follow-up items, policy issues, documentation needs, and client communication when appropriate.
• Maintain a team-first mindset focused on shared ownership of client and agency success.
• Collaborate across the department to ensure consistency, efficiency, and strong client outcomes.
• Operate with a solutions-oriented mentality rather than relying on unnecessary
  handoffs.

Skills and Qualifications

• Strong communication and relationship-building skills.
• Ability to manage both proactive and reactive workflows effectively. 
• Strong organizational, prioritization, and follow-through abilities.
• Problem-solving mindset with strong attention to detail.
• Ability to navigate fast-paced service environments.
• Confidence discussing coverage recommendations and client needs.
• Ability to work collaboratively while maintaining individual accountability.
• Commitment to continuous learning and professional growth.
• Active Property & Casualty insurance license required.