Sr. Personal Insurance Account Manager

Why Join Us: At Salem Five Insurance, you will be part of a team that delivers more than just coverage, we provide peace of mind to the clients we serve. With experienced professionals across six Massachusetts offices and access to a broad network of trusted carrier partners, we work together to create tailored insurance solutions that reflect each client’s unique goals and values. Whether supporting families, businesses, or individuals with complex needs, you will play a key role in delivering clarity, care, and professionalism every step of the way.

This position can be based in our Woburn, Danvers, Gloucester, Plymouth or Norwood office. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Advanced Customer Account Management:

• Manage a portfolio of high-volume and complex personal lines customers, delivering tailored and proactive service.
• Serve as the primary point of contact for clients, handling all aspects of their insurance needs with professionalism and expertise.
• Develop and maintain deep relationships with clients, understand their unique requirements, and provide strategic insurance solutions.
• Review the expiration report within 90 days of each renewal to proactively manage client renewals. Engage with client to discuss renewal options and evaluate current coverages.
• Makes Consultative recommendations to clients. 
• Regular attendance is essential to this position.
• Assumes additional responsibilities as requested.

Policy Administration and Oversight:

• Oversee the entire life cycle of personal lines policies, from initial quote and issuance through to renewal and claims support.
• Ensure accurate and timely processing of policies, endorsements, renewals, and cancellations, adhering to company and regulatory standards.
• Work closely with underwriters and insurance carriers to negotiate terms and resolve any complex issues related to policy management.
• Demonstrates the ability to work independently, confidently make sound decisions, and requires little direction from upper management to perform the duties of the position.
• Answer client inquiries as needed relating to their policies, such as account status, coverage, and premium information.
• Receive and process client requests via telephone, mail, or walk-in to include completing paperwork, entering, and updating account information on insureds’ risk file, requesting endorsements, completing RMV paperwork, and confirming vehicles registered.
• Prepare price quotes for new and existing clients as requested.
• Handle and resolve client complaints and/or concerns in an expeditious and tactful manner. Advise Personal Lines Leadership regarding key issues.
• Utilize weekly follow-up lists to monitor pending endorsements and other items on the list, and document instances where endorsements exceed a four-week turnaround time.

Strategic Client Advisory:

• Provide clients with expert advice on their personal insurance programs, identifying opportunities for coverage optimization and risk management.
• Conduct in-depth reviews of clients' insurance portfolios, recommending adjustments and enhancements to meet their evolving needs.
• Stay informed about industry trends and regulatory changes that may impact clients, offering proactive guidance and updates.

Sales and Business Development:

• Actively pursue opportunities to cross-sell and upsell additional personal lines products and services to existing clients.
• Support the acquisition of new business by leveraging industry knowledge and client relationships during the sales process.
• Participate in strategic marketing and retention activities to expand and retain the customer base.
• Market accounts when sending home renewals, no auto, no VRC, no umb, INC OBI etc.

Data Analysis and Reporting:

• Analyze client data and account performance metrics to identify trends, risks, and opportunities for improvement.
• Prepare detailed reports and presentations for clients and senior leadership, providing insights and recommendations based on data analysis.
• Use data-driven approaches to enhance account management practices and deliver superior service to clients.

Compliance and Risk Management:

• Ensure all personal lines accounts are managed in compliance with company policies, procedures, and regulatory requirements.
• Conduct regular audits of client accounts and processes to maintain high standards of quality and accuracy.
• Proactively identify and mitigate risks associated with clients' insurance programs, offering expert risk management advice.
• Demonstrates compliance with banking business laws and regulations as defined in company policies and procedures pertinent to the position.

Mentorship and Leadership:

• Provide mentorship and guidance to Junior and Personal Lines Account Managers, sharing knowledge and best practices.
• Lead by example, fostering a culture of excellence, collaboration, and continuous improvement within the team.
• Participate in training and development initiatives to elevate team capabilities and industry expertise.
• Is a proven team player who serves as a leader for special projects at the agency: evaluating needs, making recommendations to management; engaging appropriate internal resources; motivating team members to deliver results.

Collaboration and Coordination:

• Collaborate with other departments, producers, and stakeholders to ensure seamless service delivery and operational efficiency.
• Act as a liaison between clients and insurance carriers, facilitating effective communication and resolution of complex issues.
• Contribute to cross-functional projects and initiatives that enhance the company's service offerings and customer experience.