Account Manager - Commercial Lines

Title: Commercial Lines Property & Casualty Account Manager
Department: Commercial Lines
Location: Coral Gables, Plantation, FL
Reports To: Commercial Lines Manager
FLSA Status: Exempt
Prepared By: Teresa Blanco
Effective Date: 09/22/2026

Position Summary

The Commercial Lines Account Manager is responsible for day-to-day servicing and relationship management of an assigned book of commercial P&C clients. This includes managing renewals, policy changes, client inquiries, and carrier relationships. The Account Manager plays a key role in ensuring clients feel informed, supported, and protected through responsive service and expert guidance. Success in this role requires strong technical insurance knowledge, attention to detail, and a client-first mindset.

Core Accountabilities

• Manage policy lifecycle: renewals, endorsements, audits, cancellations, reinstatements, certificates, and claims coordination.
• Coordinate and negotiate with carriers to secure appropriate terms, pricing, and coverage for clients.
• Prepare renewal and marketing submissions, proposals, and coverage comparisons as needed.
• Conduct exposure analysis and identify coverage gaps.
• Communicate directly with clients, carriers, and internal stakeholders in a professional and timely manner.
• Maintain up-to-date records in the agency management system (e.g., Epic, AMS360).
• Assist with billing inquiries and coordinate premium finance arrangements if applicable.
• Ensure compliance with agency procedures, licensing requirements, and carrier guidelines.
• Support agency initiatives related to client service, retention, and cross-sell opportunities.
• Stay current on industry trends, carrier appetites, and compliance requirements to guide client conversations effectively.
• Train or support junior team members as needed.

Core Competencies

Technical Expertise

• Demonstrates deep knowledge of commercial P&C coverages, underwriting principles, and industry regulations.
• Accurately interprets policy language and applies coverage knowledge to client needs.
• Utilizes systems and tools (e.g., agency management system, carrier portals) effectively and efficiently.

Client Service Orientation

• Anticipates needs and delivers proactive, solutions-focused service.
• Maintains professionalism in all client interactions and resolves issues with urgency and care.
• Builds trust and maintains strong relationships with internal and external stakeholders.

Attention to Detail

• Maintains high accuracy in documentation, communication, and transactions.
• Follows up on open items and ensures accurate policy documentation and processing.
• Carefully reviews policies, invoices, and client materials for consistency.

Communication Skills

• Communicates clearly and concisely, both verbally and in writing.
• Adjusts communication style based on audience (clients, carriers, team, leadership).
• Effectively explains coverage details and insurance concepts to clients.

Problem Solving & Judgment

• Identifies potential issues and proposes appropriate solutions.
• Applies sound judgment when balancing client needs with carrier capabilities and agency standards.
• Escalates concerns appropriately and constructively.

Collaboration & Teamwork

• Works effectively within a team and contributes to a positive culture.
• Shares knowledge and supports cross-training and collaboration.
• Models a “no-silos” mindset to ensure seamless client experience.

Accountability & Initiative

• Takes ownership of assigned book and follows through on commitments.
• Meets deadlines consistently and follows through on commitments.
• Actively looks for ways to improve processes or client outcomes.

Adaptability

• Embraces change and adjusts to shifting client or carrier expectations.
• Demonstrates resilience under pressure and in fast-paced environments.
• Embraces new technology, tools, and processes as the agency evolves.

• Minimum 3 years’ experience in commercial lines account management at a retail insurance agency.
• Active Property & Casualty license in applicable state
• Proficiency in agency management systems (e.g., Epic, AMS360) and Microsoft Office applications.
• Strong working knowledge of commercial lines coverage and carrier appetite
• Excellent organizational and customer service skills
• High School diploma or equivalent required

Preferred Qualifications:

• Experience working with clients in industries such as construction, real estate, manufacturing, or professional services
• Professional designations (CISR, CIC, CPCU) are a plus.

Performance Metrics:

• Client retention rate on assigned book of business
• Timeliness and accuracy of renewals and policy documents
• Quality of client interactions (e.g., feedback, responsiveness, professionalism)
• Documentation compliance and system accuracy
• Contribution to team efficiency and collaboration
• Reduction in service issues or escalations