Personal Lines Account Manager

POSITION TITLE: Personal Lines Account Manager

REPORTS TO: Client Services Manager

COMPENSATION: $62,000- $85,000 (subject to experience, education, and designations)

PRIMARY OBJECTIVE:

To independently manage a portfolio of personal lines accounts with professionalism, discretion, and sound judgment. This role is responsible for advising clients on coverage needs, advocating on their behalf with carriers, and ensuring retention and growth of the personal lines book of business, while exercising independent judgment in resolving client concerns, interpreting policy requirements, and guiding clients through the claims and renewal process.

REQUIRED POSITION QUALIFICATIONS/BEHAVIORS:

• Possess and maintain a Property & Casualty license.

• Minimum of three years’ personal lines account management experience.

• Strong working knowledge of personal lines coverages, carrier guidelines, and underwriting rules.

• Excellent written and verbal communication with the ability to educate and advise clients.

• Strong organizational abilities with high attention to detail and ability to manage competing priorities.

• Ability to exercise discretion and independent judgment when advising clients and resolving coverage or claims issues.

PREFERRED POSITION QUALIFICATIONS/BEHAVIORS:

• Bachelor’s Degree or equivalent experience.

• Possess to obtain ACSR or comparable designation.

• Experience negotiating with carriers to secure favorable terms for clients.

• Proven ability to identify account rounding or cross-sell opportunities.

DUTIES & RESPONSIBILITIES:

Responsible for account servicing needs directly with the client during the policy year, including but not limited to the following:

Client Service and Communication:

• Adherence to CRS Core Values, Code of Ethics and policies and procedures, including time standards.

• Maintain accurate and complete client files.

• Serve as the trusted advisor for personal lines clients, educating them on coverage needs and making tailored recommendations.

• Exercise discretion when resolving client complaints, coverage disputes, or claims concerns.

• Advocate for the client by communicating with underwriters, marketing representatives, and

claims adjusters to ensure fair outcomes.

• Respond promptly to client inquiries while maintaining thorough documentation of communications and resolutions.

Policy Administration

• Process renewals, endorsements, cancellations, reinstatements, and non-renewals in accordance with company procedures.

• Review policies and endorsements for accuracy, taking corrective action when discrepancies are identified.

• Oversee remarketing efforts when appropriate, using judgment to recommend optimal carrier placements.

• Document and maintain accurate client and policy records in the agency management system.

• Interpret and analyze carrier policy language to ensure compliance with client needs and requirements.

Team Collaboration

• Partner with Personal Lines Producers to develop account strategies and retention plans.

• Mentor and support junior team members or new hires by sharing expertise, best practices, and guidance.

• Collaborate with other account managers to balance workloads and ensure high service standards across the department.

Sales and Business Development

• Proactively identify opportunities for account rounding, cross-sells, and upgrades to enhance client protection.

• Provide input to Producers regarding potential growth opportunities and renewal strategy.

• Prepare renewal proposals and present recommendations to clients, exercising discretion in coverage and pricing discussions.

• Other strategic duties as assigned.