Personal Lines Account Representative

Job Summary

The Personal Lines Account Representative, working under limited supervision, is responsible for performing a variety of customer service activities for agents and clients including answering customer inquiries, communicating/negotiating with the company, troubleshooting problems, handling renewals, and offering additional coverages. The role is responsible for supporting tasks associated with planning, preparation, documentation, and on-boarding of the new programs, as well as the ongoing relationship with the customers. The role also executes strategies to help build stronger relationships with current customers and new ones.

Job Responsibilities

• Performs a variety of customer service activities for agents and clients such as handling a variety of incoming customer calls and emails including the following, answering inquiries from customers including coverage questions, policy changes, quotes, billing issues, and other issues, taking incoming claims calls and handling appropriately based on type of claim and handling certificate requests including related coverage updates, special language requests and underwriting issues.
• Conducts account reviews periodically and enhances and strengthens existing accounts as needed with additional coverage.
• Resolves disputes between customers, company, agencies and others while keeping appropriate parties informed of progress.
• Works closely with agencies on advising agencies of critical events and follows agency's instructions within guidelines or procedures, writing generally simple bonds for customers as well as handling renewals, cancellations and non-renewals with care, legally saving all accounts when possible.
• Documents work with appropriate activities in the management system.
• Serves as a resource to Company's insurance team, whenever possible, and cooperatively responds to underwriting requests for additional customer information.
• Utilizes company software and resources, agency management system, and software tools as needed to perform tasks and obtain necessary information (e.g. underwriting guidelines, forms, manuals).
• Shares knowledge of industry updates (carrier changes, market trends, products) and stays informed of state-specific guidelines and requirements (coverages, underwriting rules, procedures, laws).
• Works with Account Managers to understand the customer's requirements and are responsible for ensuring customers' requirements are defined and documented.
• Supports the creation of an implementation project plan to identify key milestones deliverables regarding criticality, downstream impact if dates are missed and determine alternative/mitigating actions.
• Supports identifying potential risks within the project and activities across internal teams to ensure the program deliverables are on track and understood.

Job Qualifications

• 2 - 5 years of experience in Account Management, Business, Sales, Distribution Management, or a related field.
• High School Diploma or General Education Diploma (GED) and/or commensurate experience.

Behavioral Competencies

• Collaborates
• Customer focus
• Communicates effectively
• Decision quality
• Nimble learning

Technical Skills

• Sales Operations
• Customer Advocacy
• Sales Support
• Customer Relationship Management
• Direct Sales
• Sales Account Management
• Data Analysis and Reporting
• Customer Service
• Customer Needs Analysis
• Insurance Operations

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.