Personal Lines Account Manager – Job Description

Position Summary

Develop, maintain, and expand client relationships through prompt, pleasant service and efficient handling of quoting, applications, claims, change requests, and client inquiries on personal lines accounts. This role is responsible for managing a book of business, ensuring coverage accuracy, supporting client needs, and contributing to retention and growth. The position is both operational and client-facing, requiring strong prioritization, attention to detail, and communication skills.

Key Responsibilities

Functional Leadership & Ownership

• Manage and maintain an assigned book of personal lines business.

• Serve as primary point of contact for client service needs and account management.

• Own renewal process including proactive reviews 45 days in advance of policy expiration.

• Provide coverage recommendations and facilitate transitions between carriers as needed.

Hands-On Execution & Delivery

• Process policy changes including additions, deletions, and updates accurately and timely.

• Generate proof of insurance including ID cards and evidence of coverage.

• Handle quoting, applications, and service-related transactions.

• Document all client communications and activity within agency management system.

Reporting, Quality & Operational Support

• Maintain accurate client and policy data within systems.

• Ensure accuracy and completeness of policies and documentation.

• Monitor accounts for issues and proactively resolve discrepancies.

• Maintain loss/claim files and provide updates to clients and internal stakeholders.

Cross-Functional Partnership & Integration

• Collaborate with carrier representatives to manage underwriting and policy servicing needs.

• Partner with internal teams to identify and route cross-sell opportunities.

• Support seamless communication between service, sales, and carrier partners.

Growth, Change & Special Initiatives

• Identify and recommend additional products to expand client relationships.

• Support participation in sales and service meetings as requested.

• Stay informed on industry trends through continuing education and training.

Process Improvement & Best Practices

• Continuously assess workflows for opportunities to improve service efficiency.

• Apply best practices in client servicing and account management.

• Ensure adherence to internal protocols and standards.

Accountability

The role is accountable for:

• Delivering a high-quality client service experience.

• Maintaining accuracy and reliability of client accounts and policy data.

• Supporting client retention and growth through proactive account management.

• Building strong relationships with clients, carriers, and internal teams.

• Effectively managing priorities and meeting service timelines.

Qualifications

Required

• High school diploma or GED equivalent.

• 2+ years of personal insurance experience.

• Pennsylvania Property and Casualty Insurance License.

• Proficiency with Microsoft Office Suite.

• Strong communication, prioritization, and customer service skills.

Preferred

• Additional industry certifications or continuing education.

• Experience working with agency management systems.

• Demonstrated ability to identify cross-sell opportunities.

Key Competencies

• Teamwork

• Insurance Products and Services Knowledge

• Communication Proficiency

• Reading Comprehension

• Ethical Conduct

• Flexibility

• Initiative

• Time and Priority Management