Personal Lines Account Manager

Mission of the Personal Lines Account Manager

Retain, service and grow your assigned book of personal lines clients by providing extraordinary service, educating clients, identifying coverage, account-rounding opportunities, and generating referrals. This role focuses on retaining and growing the current book of business while supporting teammates as needed.

Desired Outcomes of this Role

1. Maintain 88%+ retention rate on your managed book of business
   • Proactively reach out to clients and conduct account reviews.
   • Provide white-glove level service
   • Work efficiently and effectively on policy service needs.
   • Help customers round accounts to maximize discounts
   • Generate referrals across personal lines and other departments.
   • Educate clients on the value of partnering with our agency.
2. Conduct comprehensive account reviews
   • Complete 100% of assigned policy reviews weekly, including discount opportunities and gap analysis.
   • Reach out to schedule formal client reviews that deepen relationships, generate opportunities, and reduce remarketing.
   • Follow agency remarketing guidelines.
3. Maintain a positive attitude and an efficient work ethic
   • Continuously seek efficiencies, leverage technology fully, and minimize distractions.
   • Maintain a positive, professional relationship with clients and colleagues.
   • Take every opportunity to shine and make it a memorable experience.
4. Conduct audits on new business files
   • Partner with producers to ensure new business files are accurate.
   • Send onboarding materials post-sale and resolve any missed items.
5. Support marketing and branding
   • Suggest topics for blogs, email, and social media.
   • Share agency social posts and participate in branding opportunities.
   • Obtain testimonials from current clients.
6. Perform other responsibilities as directed by your manager.

Compensation and Benefits

• Competitive base salary plus performance incentives tied to retention and growth.
• 401(k) with match.
• Continuing education support and paid licensing/CE.
• Work Schedule: Monday – Friday, 9:00 AM – 5:30 PM

Key Performance Indicator	Current	Goal Date to Track	Method to Track
Book of Business Growth			Tracked monthly via the Agency Management System.
Retention			Tracked monthly via the Retention Report.
Active Time on Phone			Tracked weekly via the phone system.
Sales Goals			Tracked monthly via the New Business Report.

Principles

• Address difficult issues professionally and quickly.
• Listen to learn and strengthen the agency.
• Be relentlessly positive with the team and see their potential.
• Embrace and outlast the discomfort of change.
• Be driven to achieve the agency’s goals.

Critical Competencies

Attribute	Description
Honesty/Integrity	Earns trust, maintains confidences, and does what is right.
Organized & Planning	Prioritizes effectively and manages time well.
Follow-Through	Meets commitments consistently.
Intelligence	Learns quickly and absorbs new information.
Proactivity	Acts without being told; brings new ideas.
Flexibility/Adaptability	Adjusts to changing priorities and complexity
Calm Under Pressure	Performs steadily under stress.
Enthusiasm	Demonstrates passion and a can-do attitude.
Work Ethic	Willing to work hard to get the job done.
High Standards	Expects excellence from self and team.
Openness to Criticism and Ideas	Seeks input and responds constructively.
Listening Skills	Seeks to understand others’ viewpoints.
Communication	Clear, concise writing and speaking.
Teamwork	Cooperates and collaborates across the agency.

Feedback and Reviews

• Meet with your manager every 90 days to discuss bottlenecks, ideas, and objectives.
• Participate in an annual formal review.