Personal Lines Account Manager - Insurance

About the Role

The Personal Lines Account Manager is responsible for managing a portfolio of personal insurance clients, providing exceptional customer service, and ensuring the retention and growth of accounts. This role involves daily interaction with clients, insurance carriers, and internal teams to address policy inquiries, process renewals, handle claims, and cross-sell additional coverage. The ideal candidate will have a strong knowledge of personal insurance products, excellent communication skills, and the ability to build long-term client relationships.

Essential Duties and Responsibilities

• Ability to work in a high-paced call queue.
• Serves as direct point of contact to handle client issues, concerns, and provides appropriate solutions and alternatives to ensure “one call resolution”.
• Generates cross-sales and asks for referrals to grow the agency’s client base.
• Maintains client retention by researching and resolving problems, reviewing accounts regularly with clients, and recommending coverage enhancements or modifications to protect clients and their assets better.
• Maintains and grows knowledge in all personal lines of insurance, including home, auto, flood, and umbrella insurance.
• Prepares and processes quotes, applications, endorsements, payments, and inquiries in line with company and carrier policies and procedures.
• Assesses client needs and reviews renewals annually, identifying coverage gaps to mitigate the client’s risk exposure.
• Responds to client inquiries and requests related to insurance products promptly.
• Researches and resolves complex customer service issues, making recommendations to place coverage.
• Determines client needs by analyzing current coverages and ascertaining long-term needs and potential coverage gaps.

Skills and Abilities

• Strong Communication Skills: Exceptional verbal and written communication skills to effectively interact with clients, carriers, and team members.
• Customer Service Excellence: Ability to build and maintain strong client relationships, focusing on delivering outstanding service.
• Attention to Detail: Highly organized with excellent attention to detail to ensure accurate documentation and compliance with industry standards.
• Problem-Solving Skills: Capable of identifying client needs and providing tailored insurance solutions efficiently.
• Time Management: Ability to prioritize and manage multiple tasks while meeting deadlines in a fast-paced environment.
• Sales and Negotiation Skills: Confidence in cross-selling and upselling policies to meet client needs and agency goals.
• Technical Proficiency: Proficiency in insurance management systems and software, such as Hawksoft, EZLynx, Applied Epic, or similar platforms, along with basic MS Office skills (Word, Excel, Outlook).
• Knowledge of Insurance Products: Comprehensive understanding of personal lines insurance products, including homeowners, auto, renters, and umbrella policies.
• Compliance Awareness: Familiarity with state and federal insurance regulations and a commitment to adhering to industry standards.
• Adaptability: Flexibility to adjust to changing client needs, carrier requirements, and agency workflows.
• Team Collaboration: Works well independently and collaboratively to support agency success.

Attributes

• Detail-Oriented: Consistently accurate and thorough, ensuring policies and documentation are error-free.
• Proactive: Takes initiative to anticipate client needs and resolve issues before they arise.
• Empathetic: Genuinely cares about clients’ needs and demonstrates understanding and patience in all interactions.
• Accountable: Owns responsibilities and follows through on commitments with reliability and integrity.
• Professional: Maintains a polished demeanor in both written and verbal communication.
• Results-Driven: Motivated by achieving goals and contributing to the agency’s success.
• Resilient: Thrives in a fast-paced environment and remains calm under pressure.
• Adaptable: Embraces change and quickly learns new systems, processes, and products.
• Collaborative: Values teamwork and works effectively with colleagues to achieve shared objectives.
• Client-Focused: Dedicated to providing exceptional service and building long-term client relationships.

Education

• An associate degree or bachelor's degree in a related field is preferred.

Experience

• Experience: 2+ years [Independent Agency] or 5+ years [Captive Agency] of experience in personal lines insurance account management or customer service. Experience with home, auto, and other personal insurance products is essential.

Certificates, License, and or Specialized Requirements

• Active and valid Property and Casual Insurance License.

What We Offer

At Artemis/Texan Insurance, we believe in taking care of our team as much as we take care of our clients. When you join us, you’ll enjoy:

• Competitive Compensation: A salary and benefits package that recognizes your skills and contributions.
• Comprehensive Benefits: Health, dental, and vision insurance, as well as additional coverage options to support your well-being.
• Retirement Planning: A 401(k) plan with company contributions of up to 4% to help you build a secure future.
• Paid Time Off: Generous PTO and 12 paid holidays so you can recharge and enjoy life outside of work.
• Professional Development: An in-house corporate trainer will help you grow professionally and create customized training and opportunities to grow within the company.
• Positive Work Environment: A supportive and collaborative team culture where your ideas and efforts are valued.
• Community Impact: Opportunities to participate in initiatives that give back to our local community by providing 16 hours of additional PTO to volunteer at an organization of your choosing, plus company-sponsored events.

At Artemis/Texan Insurance, we’re committed to helping you thrive—both professionally and personally. Join us, and let’s grow together!