Personal Insurance Account Manager

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.