Commercial Insurance Account Manager

Job Title

Salem Five is a growing regional financial services organization with a rich history of over 170 years. As an independent bank, we are deeply rooted in the communities we serve and offer our employees successful and rewarding careers.

Why Join Us: At Salem Five Insurance, you will be part of a team that delivers more than just coverage, we provide peace of mind to the clients we serve. With experienced professionals across six Massachusetts offices and access to a broad network of trusted carrier partners, we work together to create tailored insurance solutions that reflect each client's unique goals and values. Whether supporting families, businesses, or individuals with complex needs, you will play a key role in delivering clarity, care, and professionalism every step of the way.

This position can be based in our Woburn, Danvers, Gloucester, Plymouth or Norwood office.

Essential Duties and Responsibilities

Customer Account Management:

• Manage a diverse book of Commercial Lines customers, providing tailored and proactive service.
• Respond to complex customer inquiries and issues regarding their insurance policies, coverages, and claims with professionalism and accuracy.
• Develop and maintain strong, long-term relationships with customers to ensure ongoing satisfaction and retention.
• Work collaboratively with Commercial Lines Producers.
• Attend carrier and Leadership Meetings.
• Maintain carrier knowledge pertaining to carrier policies, procedures relating to underwriting, rating, and billing.

Policy Processing and Administration:

• Oversee the processing of new policies, renewals, endorsements, and cancellations for Commercial Lines accounts, ensuring accuracy and timeliness.
• Collaborate closely with underwriters to resolve any discrepancies or issues in policy servicing.
• Ensure all policy documentation is comprehensive, accurate, and compliant with regulatory requirements.
• Receive and process client requests via telephone, email, mail, or walk-in to include completing paperwork, entering, and updating account information on insureds' risk file, requesting endorsements, completing RMV paperwork, and confirming vehicles registered.
• Handle Agency Bill accounts which include collaborating with brokers to secure quotes, collecting signed documentation, billing, and collecting client payment.
• Follow expiration lists to assure policy renewal.

Customer Service and Support:

• Serve as a trusted advisor to clients, helping them understand their insurance needs and guiding them through their options.
• Address and resolve escalated client complaints or concerns quickly and efficiently, ensuring client satisfaction. Advise Commercial Lines Leadership regarding key issues.
• Function as a liaison between clients and insurance carriers, facilitating effective communication and resolution of issues.
• Maintain professional relationships with clients, agency personnel and company staff via prompt, courteous, knowledgeable, and accurate service.
• Answer client inquiries as needed relating to their policies, such as account status, coverage, and premium information.
• Apply knowledge of products and services to best meet client needs.
• Maintain contact with clients so their renewal policies reflect current values and their coverage is broadened where applicable.
• Send renewal letter with each policy advising recommendations, including offering to secure quotes for lines of insurance the client currently does not have in their commercial lines insurance portfolio.
• Review client renewals for accuracy.
• Prepare price quotes for new and existing clients as requested.

Sales and Business Development:

• Identify and pursue opportunities for cross-selling and upselling additional Commercial Lines products and services.
• Support the acquisition of new business by participating in sales initiatives and providing expertise during the quoting and proposal process.
• Engage in retention strategies to maintain and grow the existing customer base.
• Understand and support the agency's sales policies and procedures so as to provide proper and effective service for clients.

Data Management and Reporting:

• Maintain accurate and up-to-date customer and policy information in the agency management system.
• Generate and analyze reports on account performance, customer interactions, and sales activities.
• Use data insights to drive decision-making and recommend improvements to account management practices.

Compliance and Best Practices:

• Ensure all Commercial Lines accounts are managed in accordance with agency policies, procedures, and regulatory requirements.
• Participate in ongoing training and development to stay current with industry trends and best practices.
• Contribute to the development and implementation of process improvements to enhance team efficiency and service quality.
• Demonstrate compliance with commercial insurance regulations pertinent to the position.

Collaboration and Team Support:

• Work closely with other Account Managers, Sales Producers, and team members to share knowledge and support overall team goals.
• Participate in team meetings and contribute to a collaborative and positive work environment.
• Provide mentorship and guidance to Junior Account Managers as needed.

Education and/or Experience

• Bachelor's Degree or a minimum of five years related experience and/or training; or equivalent combination of education and experience.
• Proficient in Microsoft Office Suite.
• Ability to use an advanced agency management system (Applied EPIC preferred)
• Ability to work on complex insurance issues including designing total insurance programs based on risk analysis.
• Bond and Flood knowledge is an asset.

Certificates, Licenses, Registrations:

Property & Casualty License required.

Benefits/Incentives:

We offer a comprehensive benefits package designed to support your well-being and success, including medical, dental, and vision coverage; Flexible Spending and Health Savings Accounts; 401(k) matching; and tuition reimbursement. You will also enjoy additional perks such as our employee referral program, annual holiday reception, summer family outing, and more.

Salary Range: $65,000 - $85,000

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, and performance. This range may be modified in the future.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must have the ability to lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.