Commercial Lines Account Manager (SBU)

About Duncan Financial Group

Headquartered in Irwin, Pennsylvania – we help clients build and protect a better financial future. Our vision is to become the premier independent insurance and financial services organization that sets the standard for adding value to the lives of our clients, our employees, and our community stakeholders. At Duncan, we know that our greatest asset is our employees. We offer a new standard of insurance and financial guidance that is unmatched in the industry. Family-run for over 45 years, our diversified professionals get to know the needs of every client to deliver award-winning service for all their insurance, wealth management, and accounting needs. Built on a solid foundation, our relationships last for generations. Duncan Financial Group is quickly expanding both organically and through acquisition. With consistent and constant growth, we are continually seeking new talent to join us and continue to develop with us.

Commercial Lines Account Manager (SBU)

Position Summary:

The primary function of this role is to manage an assigned book of small commercial insurance business, support new client implementation, and ensure a high level of client service and retention. Reporting to the Director of Commercial Lines Operations, this role serves as the central liaison between clients, producers, vendors, and carriers. The position demands a deep understanding of commercial insurance products and a proactive, detail-oriented approach to issue resolution and service delivery. The Account Manager contributes directly to agency growth by supporting sales efforts and coordinating seamless policy management processes.

Key Responsibilities:

Client Support and Issue Resolution

• Manage a book of business by fostering client relationships and maintaining high retention levels.
• Address client inquiries, policy changes, complaints, and service requests in a timely, professional manner.
• Handle the renewal process, including data gathering, quoting, proposal creation, and system updates.
• Communicate effectively with the department director to escalate and resolve complex issues.
• Track pending client requests and maintain proactive communication with clients and sales executives.
• Assist with billing and claim issue resolution in coordination with carriers and internal teams.
• Attend ongoing training sessions, webinars, and carrier programs to maintain industry knowledge.

New Client Implementation

• Obtain accurate prospect and client information from the producer to evaluate risk exposure and insurance needs.
• Coordinate internal and carrier efforts to prepare accurate quotes, proposals, and policy documents.
• Manage the onboarding process for new clients, including paperwork, compliance, and data entry in Applied Epic.
• Ensure all new lines of business are documented with related activities and attachments in the system.

Sales Support

• Support the sales team in identifying new business opportunities and executing sales strategies.
• Prepare presentation materials for claims reviews, new business, and renewals using client and carrier data.
• Participate in client and prospect meetings as needed to present proposals and facilitate onboarding.
• Manage implementation checklists and submit required forms and applications to carriers.

Team Support & Administrative Duties

• Provide insights and recommendations based on customer needs and client data analysis.
• Attend internal and carrier meetings as directed by department leadership.
• Assist with policy cleanup projects to ensure data accuracy in Applied Epic, including premiums and commissions.
• Implement client contracts and support accounting, sales, and marketing efforts.
• Maintain knowledge of current services, products, programs, and operational procedures.
• Organize workflow to meet service deadlines and update client records accurately.
• Manage calls and emails professionally, while assisting teammates during absences.
• Perform other duties as assigned.

Qualifications:

• Associate or Bachelor’s degree preferred.
• Valid Pennsylvania Property & Casualty Insurance license required.
• Prior experience as a Commercial Lines Account Manager, or similar client-facing insurance role.
• Strong knowledge of commercial insurance products, coverages, and industry regulations.
• Proficiency with Microsoft Office Suite and Applied Epic, or similar agency management systems.
• Excellent verbal and written communication skills with a strong commitment to client service.
• Exceptional attention to detail with strong organizational and analytical capabilities.
• Demonstrated problem-solving, relationship-building and interpersonal skills with a collaborative team-oriented approach.
• Effective time management skills and the ability to prioritize tasks in a fast-paced environment.
• Occasional travel will be required.
• Ability to pass a criminal background check, as permitted by law.

Hours: Monday-Friday, 8:30am-5:00pm (Flexible)

Office Location: 311 Main Street, Irwin, PA 15642 (Hybrid Work Options)

Benefits:

• Competitive Compensation
• 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.