Personal 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 personal lines customers, providing tailored and initiative-taking 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.
• Works collaboratively with Personal Lines Producers.
• Attends carrier and Leadership Meetings.
• Maintain carrier knowledge pertaining to company policies, procedures relating to underwriting, rating, and billing. Review and communicate changes for the carrier assigned and highlight the changes during the monthly Personal Lines Meeting when needed.

Policy Processing and Administration:

• Oversee the processing of new policies, renewals, endorsements, and cancellations for personal lines accounts, ensuring accuracy and timeliness.
• Collaborate closely with underwriters and carriers 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, 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.
• Follow expiration lists to assure policy renewal.
• Provide Workflow Department with declaration if EPIC needs to be updated.

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 efficiently, ensuring client satisfaction. Advise Personal 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 liability or deductible, etc.
• 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 personal 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 company'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 personal lines accounts are managed in accordance with company 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.
• Demonstrates compliance with banking business laws and regulations as defined in company policies and procedures 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.
• Assist in on-going training of newer personnel.

Education and Experience

High school diploma or general education degree (GED) and two to three years related experience and/or training; or equivalent combination of education and experience. Minimum of 3 years Personal Lines experience required. Excellent proficiency in Microsoft Office Suite. Proficient in Atlas, Singlepoint and MSBs. Experience with Epic System a plus.

Certificates, Licenses, Registrations

Property & Casualty Insurance 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: $60,000 - $80,000

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, which 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 use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; sit; climb; or balance; and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision.