Personal Lines Account Manager

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. 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.

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.