Personal Lines Account Manager – Independent Insurance Agency (Towson, MD)

About Goldsborough Insurance Services

Goldsborough Insurance Services is an independent insurance agency serving families and individuals across Maryland and the Mid-Atlantic region. We focus on relationships, not call-center volume, helping clients protect what matters most with thoughtful advice and personal attention.

Position Summary

We are seeking the right person, full-time to manage a shared book of personal lines business and serve as one of two day-to-day contacts for clients and prospective clients. This role is ideal for someone coming from a direct writer background with 2 years of experience who wants to grow in the craft of account management and build long-term relationships in a small, independent agency environment. Candidates with 5 years of experience are also encouraged to apply; we can tailor the responsibilities to your experience level.

Who You Are

You’re the kind of account manager who stays calm under pressure, pays close attention to details, truly believes you are the best person to manage your clients’ insurance program, and gets excited at the idea of working with a prospect to win their account. You’re motivated by doing what’s right for the client and taking ownership of their coverage year after year. You want to deepen your expertise and value in a stable account management role.

Key Responsibilities

• Serve as the primary point of contact for a book of personal lines clients (home, auto, umbrella, recreational, and other personal policies).
• Provide exceptional, timely customer service via phone, text, email, mail, and occasional in-person meetings, maintaining a professional, calm, and solutions-focused demeanor.
• Manage all aspects of policy servicing, including manual and online applications, endorsements, renewals, cancellations, reinstatements, and coverage changes.
• Proactively review renewals, identify coverage gaps, and recommend appropriate options to better protect clients’ assets.
• Assist clients with claims by gathering information, reporting to carriers, and following up to help ensure a smooth process and clear communication.
• Prepare proposals, quotes, and remarketing options; obtain competitive quotes from carriers and present recommendations to clients in plain English.
• Identify opportunities to round accounts (e.g., adding umbrella, valuables, or recreational coverages) and support agency growth through thoughtful cross-selling, not hard selling. There is no cold calling responsibilities or expectations in this role.
• Assist in processing client payments when needed. Research and resolve billing discrepancies with carriers and communicate resolutions clearly to clients.
• Accurately document all client interactions, tasks, and policy changes in the agency management system (Applied Epic).
• Maintain organized, up-to-date electronic client files in a paperless environment, following agency processes, procedures, and E&O best practices.
• Collaborate closely with other team members to ensure a seamless client experience and a consistent standard of service.
• Stay informed on carrier underwriting guidelines, product changes, and industry trends relevant to personal lines clients in Maryland and the Mid-Atlantic region.
• Perform other responsibilities as needed to support the personal lines team and agency operations.

Qualifications

• Minimum 2 years of personal lines insurance agency experience (captive or independent); experience as a CSR or account manager strongly preferred.
• Candidates with 5 years of personal lines account management experience are strongly encouraged to apply; we can match the complexity to your experience.
• Active Property & Casualty insurance license in Maryland (or ability to obtain within a defined time frame).
• Strong customer service mindset with a track record of building and maintaining client relationships.
• Exceptional verbal and written communication skills, including clear phone etiquette and professional email writing.
• Solid attention to detail and strong organizational skills; able to manage multiple tasks, follow through, and meet deadlines in a fast-paced environment.
• Comfortable discussing coverage options, limits, and deductibles with clients and explaining recommendations in understandable terms.
• Proficiency with Microsoft Office products, including Outlook, Word, and Excel.
• Experience with Epic is a plus but not required—we provide tools and support to help you get up to speed if you are willing to invest the time to learn the system.
• Familiarity with personal lines carriers and products commonly used in Maryland is a plus.

Work Schedule and Location

• Full-time, Monday–Friday, standard business hours.
• In-office position in Timonium, MD, with potential for limited hybrid flexibility after successful training and demonstrated performance.

Compensation and Benefits

• Competitive salary commensurate with experience (mid-level and seasoned candidates will be considered).
• Competitive benefits suite including health insurance, 401(k) with matching contributions.
• Paid CE and licensing
• Performance-based incentives or bonus potential tied to retention, account rounding, and quality of work.
• Paid time off and holidays.
• Training and opportunities to deepen your expertise and take on more complex accounts and agency functions over time.

What Makes This Role Different

At Goldsborough, you are a trusted advisor to Maryland families who value expertise, clarity, and a long-term relationship with a local independent agency. You will have the autonomy to manage clients, the support of an experienced team, and leadership that understands the realities of day-to-day personal lines work. This is a great fit for someone who wants to build a long-term career as a personal lines account manager—growing in skill, complexity, and client depth.

How to Apply

Please submit your resume through Indeed along with a brief note describing:

• Your personal lines experience (roles, years, primary responsibilities).
• An example of how you turned a difficult client or situation into a positive outcome.
• Your comfort level with agency management systems (Epic or others) and your interest in the independent agency environment.

Pay: $17.00 - $32.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Disability insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Work from home

Experience:

• Personal Lines Insurance: 2 years (Required)

License/Certification:

• Maryland P&C License (Required)

Work Location: Hybrid remote in Towson, MD 21286

Salary : $17 - $32