Personal Lines Account Manager

Position Summary

The Personal Lines Account Manager is the day-to-day liaison among clients, insurance carriers, and Peak Insurance producers. This position manages an assigned book of personal insurance accounts, provides responsive service, supports new and renewal business, and helps clients understand coverage, policy changes, billing matters, and available options. The successful candidate combines strong technical judgment, careful documentation, efficient workflow management, and a service-first approach.

Key Responsibilities:

Client Service and Account Ownership

· Manage assigned accounts on a day-to-day basis, coordinate service needs, answer questions, and resolve routine and complex issues with appropriate follow-through.

· Serve as a primary point of contact for client calls and emails, set clear expectations, and pursue first-contact resolution whenever possible.

· Maintain strong client relationships through professional, proactive communication and dependable service.

· Provide coverage and billing guidance within the scope of the role and escalate matters that require producer, carrier, or leadership involvement.

Policy Servicing and Coverage Support

· Process endorsements and policy changes, including vehicle, driver, mortgagee, lienholder, and other exposure updates.

· Prepare and issue identification cards and other policy documents accurately and promptly.

· Review policies and endorsements for accuracy and confirm that coverage matches the approved request or proposal.

· Research and resolve coverage questions, policy discrepancies, billing issues, and carrier service concerns in a timely manner.

· Communicate policy terms, coverage differences, subjectivities, exclusions, rate changes, and required client actions clearly and professionally.

New Business and Renewals

· Work closely with producers to understand client and prospect needs, prepare submissions, obtain carrier quotes, and support placement of appropriate coverage.

· Initiate and manage renewal preparation in accordance with agency timelines; identify exposure changes and coverage considerations for producer or client review.

· Compare carrier options and explain material differences in forms, coverage, pricing, and requirements without making unsupported assurances.

· Maintain knowledge of carrier underwriting guidelines, product appetite, coverage developments, and pricing trends.

Documentation, Workflow, and Team Support

· Enter and maintain complete, accurate account and policy information in Epic, documenting activity within required timelines.

· Keep client contact information current and maintain organized electronic files in accordance with agency standards.

· Manage assigned activities, email, follow-ups, and deadlines so that service requests and renewal work do not become overdue.

· Keep producers and team members informed of important account developments and provide reliable back-up support when needed.

· Follow established processes and contribute practical ideas that improve client service, accuracy, and efficiency.

· Perform other responsibilities and duties as assigned to meet business needs.

Desired Outcomes

· Clients receive prompt, accurate, and professional assistance.

· Policy changes, documents, and renewal preparations are completed correctly and on time.

· Epic records are current, complete, and useful to the entire service team.

· Producers are kept informed and supported with organized account information.

· Assigned accounts are managed proactively, strengthening client confidence and retention.

Qualifications:

Experience and Education

· At least two years of recent personal lines account management or closely related insurance service experience preferred.

· Demonstrated success in client service and account management.

· College degree preferred; relevant insurance experience and demonstrated capability will be considered.

· Appropriate Alabama insurance license required, or the ability to obtain it within the timeframe established by Peak Insurance.

· Commitment to continuing education and maintaining required licensure.

Skills and Abilities

· Strong working knowledge of personal insurance policies, coverages, endorsements, and carrier processes, or the demonstrated ability to learn technical insurance concepts quickly.

· Excellent verbal and written communication skills, including the ability to explain complex coverage matters clearly and professionally.

· High attention to detail, sound judgment, and solution-oriented problem-solving skills.

· Strong organization, time management, and follow-through while managing multiple priorities and deadlines.

· Ability to work independently, follow established procedures, and collaborate effectively with producers, carriers, clients, and colleagues.

· Intermediate proficiency with Microsoft Outlook, Word, and Excel; Epic experience preferred but not required.

· Professional discretion, tact, integrity, and a positive, adaptable approach to change.

Values and Work Style

· Excellence: Take ownership, follow through, and pursue continuous improvement.

· Professionalism: Put service first and build relationships grounded in trust, integrity, and respect.

· Agility: Remain flexible, open-minded, and willing to learn as client and agency needs evolve.

· Teamwork: Share information, support colleagues, and contribute to the success of the agency as a whole.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Work Location: In person