Personal Lines Support Account Manager

About Keystone

Keystone is a rapidly growing insurance brokerage platform partnering with independent agencies across the United States. Keystone provides strategic resources, capital investment, and operational support to drive sustainable growth, empowering agencies to maintain their identity while accessing best-in-class tools in finance, HR, sales, and M&A integration. The leadership team brings over a century of combined industry expertise, fostering collaboration, innovation, and long-term value. For more information please visit:


Personal Lines Support Account Manager

Position Summary:

The Personal Lines Support Account Manager is a centralized, mobile servicing resource deployed across the organization to reduce backlogs, absorb overflow, and stabilize service quality for personal lines accounts during periods of staffing gaps, peak season, or heavy renewal cycles. This role supports agency teams by performing hands on personal lines servicing using standardized enterprise workflows, ensuring SLA compliance, audit ready documentation, and a consistent client experience across all locations. The position reports within the operations department and is expected to adhere to enterprise workflows, documentation standards, and servicing protocols to ensure alignment and consistency across all agencies.

Key Responsibilities:

• Operate independently across varying agency environments, adapting quickly to local book compositions while consistently applying enterprise workflows and documentation expectations.
• Triage and clear personal lines service backlogs including endorsements, evidence of insurance, mortgagee updates, billing inquiries, ID card requests, cancellations, reinstatements, policy checks, and renewal preparation.
• Execute standardized workflows and standard operating procedures (SOPs).
• Assist with processing evidence of insurance at scale, maintain lender/mortgagee lists, manage rush requests, and apply industry standard quality controls.
• Support heavy personal lines tasks such as underwriting documentation, carrier-required forms, driver/membership updates, and review of inspection or eligibility requirements.
• Communicate directly with clients, carriers, producers, and account managers to acknowledge requests, set expectations, and provide updates following standardized templates and communication protocols.
• Coordinate remarketing efforts for accounts triggered by premium changes, eligibility issues, underwriting changes, or client request.
• Document all servicing work in the AMS with consistent activity codes, checklist completion, attachments, and audit ready detail.
• Identify and escalate E&O risks, bottlenecks, unresolved carrier issues, or documentation gaps.
• Support agency teams during staffing transitions by temporarily managing assigned servicing queues and meeting defined SLAs.

Deployment & Coordination

• Assignment Model: Deployed for short-term engagements, supporting one or multiple locations virtually or on site depending on needs.
• Handoffs: At the conclusion of each deployment, will provide a complete documented wrap up including open items, next steps, renewal statuses, client commitments, and file artifacts. Recommendations for backlog and long-term improvement will also be included and shared with the Director of Product Management, Personal Lines.

Qualifications:

• Minimum of 3-5 years of personal lines agency servicing experience.
• Active Property & Casualty license required.
• Strong personal lines knowledge across major lines (Homeowners, Auto, Umbrella, Dwelling Fire, Recreational Vehicles, Specialty Personal Lines, and High Net Worth carriers/programs).
• Ability to manage complex personal lines accounts including multi location households, tiered carrier programs, high-value homes, and accounts with multiple drivers/vehicles or specialty exposures.
• Expertise in issuing evidence of insurance, processing endorsements, preparing renewals, and coordinating personal lines remarketing submissions.
• Experience supporting high net worth or complex personal lines accounts preferred.
• High throughput and accuracy - comfortable operating from structured backlogs or SLA-driven queues.
• Proficiency with Microsoft 365 (Outlook, Teams, Excel) and AMS workflows.
• Advanced proficiency in the Agency Management System (Applied Epic), carrier portals, and document processing tools.
• Strong client communication skills, including expectation-setting and issue de-escalation.
• Excellent attention to detail with audit-ready documentation habits.
• Ability to immediately adapt to different team styles, workflows, and book compositions while upholding enterprise standards.
• Strong organizational and prioritization skills across competing deadlines.
• Ability to work independently and collaboratively.
• Ability to travel 10-15%, depending on assignment needs.
• Ability to pass a criminal background check, as permitted by law.

Remote Work Environment: Preference given to candidates in Eastern or Central U.S. time zones

Salary Transparency Statement: In accordance with state and local pay transparency laws, we will provide the applicable salary range upon request to candidates who reside in jurisdictions where such disclosure is required.


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.