Personal Lines Account Manager (Insurance)

Salem Five has more than 30 retail banking branches throughout Essex, Middlesex, Norfolk and Suffolk counties, strong business banking capabilities, an Insurance division, a Wealth Management & Trust organization and a Mortgage Company that has provided homeownership to generations of families.

Salem Five believes deeply in supporting the communities in which we reside. Donations through our Charitable Foundation or events at the branch or location-level are an important part of our DNA. We would not be the company we are without our commitment to businesses and organizations that help the region thrive and to our employees. Come see what we’re all about.  

KEY RESPONSIBILITIES include the following. Other duties may be assigned.

Customer Account Management:

Manage a diverse book of personal 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.

Works Collaboratively with Personal Lines Producers.

Attends Carrier and Leadership Meetings.

Maintain knowledge for the assigned carrier pertaining to company policies, procedures relating to underwriting, rating and billing. Maintain, review and communicate changes for the carrier assigned and highlight the changes during the monthly Personal Lines Meeting when needed.

Regular attendance is essential to this position.  

Assumes additional responsibilities as requested.

Policy Processing and Administration:

Oversee the processing of new policies, renewals, endorsements, and cancellations for personal lines accounts, ensuring accuracy and timeliness.

Work 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 customers, helping them understand their insurance needs and guiding them through their options.

Address and resolve escalated customer complaints or concerns efficiently, ensuring customer satisfaction. Advise Personal Lines Leadership regarding major issues.

Act as a liaison between customers 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.   Add VRC.

Review insureds’ 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.

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 Microsoft applications skills (Word, Excel, Access, and PowerPoint) and excellent verbal and written communication skills are essential.  Ability to perform effectively in an environment where confidentiality, maturity, sound judgment, initiative, and professionalism are required.  Experience with Epic System an asset.  Proficient in Atlas, Singlepoint and MSB’s.

Benefits/Incentives:  Health Insurance, Dental, Vision, Flexible Spending Account, Health Savings Account, 401k Matching, Tuition Reimbursement, Employee Referral Program, Summer Family Outing, Annual Holiday Reception 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.

Ready to apply? If this job sounds like a fit for you, then click on Apply/Apply Now in this posting. We look forward to talking with you.

Qualified candidates may also submit a resume and application online at salemfive.com/careers or mail your resume to Human Resources, 210 Essex Street, Salem, MA 01970. 

No unsolicited resumes accepted from agencies.