Personal Lines Account Manager

OVERVIEW

Personal Lines Account Manager

Location: New Bedford, MA

About Alera Group

Founded in 2017, Alera Group is one of the nation's leading independent insurance and financial services firms. We combine the strength of a national organization with the personalized service and expertise of local teams to help clients succeed across Employee Benefits, Property & Casualty Insurance, Retirement Plan Services, Wealth Services, and Human Capital Solutions.

Why Join Alera Group?

• Collaborate with purpose – Work alongside colleagues who believe the best results come from strong partnerships, shared expertise, and supporting one another.
• Build your career – Expand your expertise through meaningful work, continuous learning, and opportunities across a growing national organization.
• Make an impact – Help businesses protect what matters most while delivering solutions that support their long-term success.

Summary

The Personal Lines Account Manager is responsible for delivering exceptional customer service to personal insurance clients while supporting the agency's retention, growth, and service objectives. This position serves as a trusted advisor to clients by providing coverage guidance, processing policy transactions, addressing client concerns, and identifying opportunities to improve insurance protection.The Account Manager manages an assigned book of business while working collaboratively with producers, account executives, front desk staff, carrier representatives, and agency leadership.

RESPONSIBILITIES

Client Service & Relationship Management

• Serve as the primary day-to-day contact for assigned Personal Lines clients.
• Respond promptly and professionally to client inquiries regarding overage, billing, claims, endorsements, renewals, and underwriting requirements.
• Build and maintain strong client relationships through proactive communication and annual coverage reviews.
• Assess clients' evolving insurance needs and recommend appropriate coverage solutions.
• Educate clients regarding policy provisions, exclusions, deductibles, and available coverage options.
• Maintain high retention levels through exceptional service and relationship management

Walk-In Client Assistance

• Welcome and assist clients who visit the office without an appointment.
• Provide professional front-line customer service by answering questions, processing requests, collecting documentation, and directing clients to appropriate personnel.
• Accept and process payments in accordance with agency procedures.
• Assist clients with policy changes, insurance identification cards, declarations pages, claims reporting, and other service needs while in the office.
• Ensure all walk-in clients receive prompt attention and a positive agency experience.
• Help maintain adequate office coverage to ensure uninterrupted service during business hours.

Policy Administration

• Process endorsements, policy changes, cancellations, reinstatements, renewals, and new business submissions per workflow guidelines.
• Prepare applications, renewal requests, insurance proposals, and coverage comparisons.
• Review policies for accuracy and compliance with carrier underwriting guidelines.
• Document all client interactions and policy activity within the agency management system

Renewal Management

• Review upcoming renewals and identify potential coverage gaps or account rounding opportunities.
• Contact clients regarding renewal changes, premium impacts, and recommendations.
• Obtain competitive quotes when appropriate and remarket accounts as directed.
• Present renewal options and assist clients in making informed decisions.

Sales & Growth Support

• Identify opportunities for cross-selling and account rounding.
• Refer prospects and opportunities to producers or account executives.
• Support agency growth initiatives through referrals and exceptional client service.
• Promote additional insurance products that meet client needs.

Claims & Billing Assistance

• Assist clients with claims reporting and carrier claim processes.
• Help clients understand billing options, payment plans, and premium changes.

Compliance & Documentation

• Maintain complete and accurate client records.
• Adhere to agency workflows, regulatory requirements, and carrier guidelines.
• Protect client confidentiality and comply with all privacy and security standards.
• Maintain licensing and continuing education requirements.

Team Collaboration

• Work collaboratively with team members, account executives, producers, customer service representatives, and leadership.
• Provide support to coworkers during high-volume periods and staff absences.
• Participate in team meetings, training programs, and agency initiatives.
• Contribute to process improvement efforts and workflow efficiencies.

QUALIFICATIONS

Required Qualifications

• Minimum of 2 years of personal lines account management experience.
• Active Property & Casualty License, or willing to obtain within 6 months if experience applicable.
• Knowledge of homeowners, automobile, umbrella, dwelling fire, flood and specialty insurance products.
• Ability to handle multiple priorities in a fast-paced environment.
• Experience with comparative raters and carrier portal systems.
• CIC, CISR, CPRIA or similar designation or willingness to obtain.

Competencies

• Proficiency in Microsoft Office applications.
• Proficiency in agency management systems, company portals
• Organizational skills
• Communication proficiency
• Collaboration skills
• Client focus

ADDITIONAL INFORMATION

Compensation

• Salary Range: $55,000–$70,000 annually
• Commission Eligible: Yes

Benefits

Eligible colleagues enjoy a comprehensive benefits package including:

• Medical, dental, and vision insurance
• Life and disability coverage
• 401(k)
• Generous paid time off
• Professional development and career growth opportunities

Work Arrangement

This position will start off fully onsite. Once trained, the role will then transition to hybrid (3 days in office, 2 days from home).

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected class.

Alera Group is committed to protecting your privacy. Please review our Privacy Policy to understand what personal information we may collect and use as part of your application process.

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Location Type

Hybrid - 3 or more days in office - Office UKG Work location