Account Manager

Job Details: Job Location: Middlebury, IN 46540-9537, Position Type: Full Time, Education Level: High School,

The Personal Lines Account Manager is responsible for building and retaining strong client relationships by delivering exceptional service and support throughout the client lifecycle. This role may operate as a member of the Client Care Specialists team or collaborate closely with Account Executives or Risk Advisors, providing service and support to clients while expanding responsibilities over time.

ESSENTIAL JOB RESPONSIBILITIES:

• Serves as a primary point of contact for personal lines clients, providing prompt, professional, and caring service. Creates a positive client experience during every interaction.
• Welcomes and assists clients who visit the office and willingly handles incoming client calls.
• Manages client relationships independently and collaboratively with Risk Advisors and/or Account Executives.
• Reviews client accounts during interactions to ensure coverage remains current and appropriate.
• Assists clients with policy changes, billing inquiries, coverage questions, and other service requests.
• Effectively explains policy provisions, coverages, exclusions, and insurance concepts to clients.
• Obtains quotes for new and existing personal lines coverages.
• Meets or exceeds agency turnaround-time standards for client requests and policy servicing.
• Identifies potential gaps in coverage, exposures to loss, and opportunities to improve client protection.
• Serves as a backup to sales and claims staff, as needed.

Qualifications: Core Competencies & Characteristics:

• A caring, client-focused approach in every interaction.
• Professionalism and responsiveness under pressure.
• Strong relationship-building skills.
• Excellent verbal and written communication abilities.
• Attention to detail and accuracy.
• Strong organizational and time management skills.
• Problem-solving and critical-thinking capabilities.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Commitment to teamwork and collaboration.
• Continuous learning mindset and dedication to professional growth.

REQUIREMENTS:

Education & Experience

• High School Diploma or equivalent required.
• Previous insurance, customer service, or account management experience preferred.
• Active Property & Casualty Insurance License required and must be maintained.
• CISR, CISR Elite, or pursuit of an industry designation preferred.

Certifications & Licenses

• Valid driver's license with an insurable driving record.
• Property & Casualty License required.

Working Environment / Physical Requirements

• General office work environment.
• Regular use of computers, telephones, and other office equipment.
• Frequently required to sit for extended periods.
• Occasionally required to stand, walk, bend, reach, and lift up to 10 pounds.
• May require occasional travel to meet with clients and insurance company underwriters.

HIPAA Compliance

• This position may have access to Protected Health Information (PHI) and Electronic Protected Health Information (ePHI). Employees are responsible for complying with all HIPAA privacy, security, and confidentiality requirements and agency policies.