Personal Lines Account Manager

CMB Insurance Brokers; Grande Prairie; On-site; CAD 52,000 - 72,000; Full time

Benefits offered by this job

Competitive compensation package based on experience

Job summary

A leading insurance brokerage in Canada is seeking a Personal Lines Account Manager to manage customer accounts and assist in renewing and servicing insurance policies. This role involves building strong relationships with clients and mentoring team members. Ideal candidates will possess a Level 2 Insurance License, along with relevant experience in commercial insurance and customer service. The company offers a competitive compensation package based on experience.

Qualifications

• 3-7 years of experience in a commercial insurance environment is essential.
• Experience in customer service within a team-based role is required.
• Proficiency with Agency Manager and Microsoft Office Suite is necessary.
• 3-4 years’ experience within a team environment in a customer service position.
• Experience with Agency Manager, Microsoft Office Suite or comparable computer systems.

Responsibilities

• Act as the primary contact for customer insurance needs.
• Manage customer accounts and perform renewal activities.
• Provide training and mentorship to Customer Service Representatives.
• Monitor and address outstanding underwriting requests and data quality.
• Mentor and supervise CSR/Processing team to ensure accuracy.

Skills

Customer service skills

Relationship building

Problem-solving

Education

Level 2 Licensed Insurance Agent

C.I.P. or CAIB designation (in progress or completed)

Tools

Agency Manager

Microsoft Office Suite

Job description

CMB Insurance Brokers is proud to be recognized as one of Canada’s Top Insurance Employers four years in a row, a distinction awarded by Insurance Business Canada based on direct employee feedback and workplace excellence. This achievement reflects our commitment to a values‑driven culture where people feel supported, empowered, and part of something meaningful. We invest deeply in our team through continuous learning, structured career growth, competitive compensation reviews, and a workplace that prioritizes trust, collaboration, and work‑life balance. When you join CMB, you’re joining a company that believes great people create remarkable results - and we make it our mission to help you thrive.

As Personal Lines Account Manger, working with the Sales Executives and under the direction of the Service Supervisor, you will help plan, lead and guide the growth, renewal and servicing of accounts to contribute to continued growth and operation of the brokerage. Your primary role will be to act as the go-to contact for all customer insurance needs. You are responsible for always maintaining positive and proactive customer communications while performing all renewal activities for the assigned customers (Book of Business) and mentoring the rest of the team.

Renewal System

• Maintain a positive and proactive working relationships with key stakeholders in the renewal system and follow all CMB procedures, forms, checklists and workbooks as outlined in the CMB Renewal System
• Pre-renewal activities, customer updates, and ensuring that marketing and renewal presentations be completed on time and as per company policy
• Cross-sell or up-sell other products and services that the brokerage offers to new and existing clients
• Coverage review checklists must be performed on an annual basis as per the CMB Renewal System
• Build marketing relationships with CMB designated underwriters, maintain a positive and proactive relationship with underwriting, always putting the client\'s needs first

Customer Service

• Be familiar with and follow company policies and procedures as established (Employee Handbook, Renewal Procedure, Claims Procedures, Collections and AR procedures, etc.)
• Respond to and address all client inquiries and requests in a timely manner
• Assist the Sales Executives in the collection of deposit premiums, and finance deposits and contracts on behalf of the brokerage
• Collection of all outstanding underwriting requests from customers
• Constantly obtain and share underwriting information required
• Maintain, update and organize all data – electronic and paper filing systems utilized by the department/organization
• Prepare customer account reconciliations for accounting inquiries
• Provide clear instructions to CSR and Processing team for all transactions
• Request cancellation on all overdue/unpaid accounts

Team Support

• Report any problems on potential lost accounts before occurrence to the Service Supervisor
• Report all potential bad debts immediately to the Service Supervisor
• Take all steps to prevent Errors & Omissions, and report any potential E&O to the Service Supervisor
• Supervise and check the processing of the Customer Service Representatives to ensure accuracy
• Mentor and provide training assistance to the department Customer Service Representative

Office Support

• Attend and participate in Account Manager/CSR meetings, general staff meetings, company functions and attend Chamber of Commerce events
• Abide by and adhere to the policies and procedures as outlines in the Policies and Procedures manual
• Utilize the Agency Manager, PowerPoint, Excel, Word, All Insurance Portal programs
• Other related duties as assigned

Knowledge and Experience

• Level 2 Licensed Insurance Agent
• Member of or currently working towards the C.I.P. or CAIB designation
• 3-7 years’ experience within a commercial insurance business environment
• 3-4 years’ experience within a team environment in a customer service position
• Experience with Agency Manger, Microsoft Office Suite or comparable computer systems

Please note this role offers a competitive compensation package based on experience.