Job Description
Commercial Lines CSR / Account Manager
About Us
We are a well-established, 2nd generation, family-owned independent insurance agency with a
strong commitment to exceptional customer service and a collaborative team environment. We are
currently seeking a dedicated and detail-oriented Commercial Lines Customer Service
Representative / Account Manager to join our team.
Position Overview
The Commercial Lines Customer Service Representative / Account Manager will play a critical role
in managing and servicing our commercial and personal lines accounts. This position involves
significant interaction with clients, agency management system operations, and involvement in
team initiatives. You will be responsible for administering an existing commercial book of business,
with a primary focus on small accounts and support for larger commercial accounts. Additionally,
you will contribute to our personal lines service offerings.
Key Responsibilities
- Client Interaction: Provide phone and in-person support to our current customer base,
addressing requests, processing policy changes, handling billing inquiries, and answering
general policy questions.
- Agency Management: Utilize the HawkSoft agency management system to process new
business policy declarations, renewals, policy changes, cancellations, and other related
tasks.
- Book of Business Management: Administer an existing commercial book of business,
focusing primarily on small accounts while providing support for larger commercial
accounts.
- Personal Lines Service: Offer personal lines customer service to round out commercial
client accounts and support our extensive personal lines book of business.
- Team Collaboration: Participate in regular team meetings to review new accounts, discuss
lost policies, suggest office/workflow improvements, address customer/carrier challenges,
and review recent customer claims.
Requirements
- Experience: Minimum of 2 years of experience in a similar role within the insurance
industry, with a focus on commercial lines.
- Licensing: Current and active insurance license is required.
- Technical Skills: Proficiency with agency management systems (experience with HawkSoft
is a plus). Strong computer skills, including proficiency in Microsoft Office (Word, Excel,
Outlook).
- Communication Skills: Excellent verbal and written communication skills, with the ability
to effectively interact with clients and team members.
- Customer Service: Proven ability to provide exceptional customer service and manage
client relationships.
- Organizational Skills: Strong organizational skills with attention to detail and the ability to
manage multiple tasks simultaneously.
- Problem-Solving: Ability to handle customer inquiries and issues with professionalism and
efficiency.
Future Opportunities
As a valued member of our team, you will have the potential for future advancement and the
opportunity to take on additional roles, including:
- Large Commercial Account Manager: Manage long-term clients with larger accounts by
preparing and conducting annual account reviews through phone, email, and in-person
meetings.
- Social Media Liaison: Assist the agency owner in creating and posting social media
content, and participate in web development meetings.
- Claims Liaison: Serve as the primary contact for customer claims, ensuring a positive
claims experience by coordinating with insurance company claims adjusters and providing
excellent client support.
Compensation and Benefits
This full-time position offers a competitive hourly wage, with a starting rate of $30/hr. - $35/hr.,
based on experience. Our comprehensive benefits package includes:
- Group Health Insurance: 100% of employee-only costs covered by the employer.
- Group Life Disability Insurance: 100% covered by the employer.
- Profit-Sharing Plan: 100% employer contribution upon vesting.
- Paid Vacation: Accrued based on tenure with the agency.
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