Account Manager - Personal Lines

Pioneer; City of Albany (NY); On-site; USD 29,000 - 45,000; Full time

Job summary

Pioneer Bank invites applications for a Vice President – Agency Operations Manager to lead the personal lines client service operations, overseeing auto, homeowners, renters, umbrella, and related policies. You will ensure accurate policy administration, timely renewals, and billing support.

Responsibilities include coordinating with sales for new business handoffs, driving retention, and guiding a high-volume service team while upholding regulatory compliance and client satisfaction.

Qualifications

• High School graduate (or GED) required.
• Bachelor’s degree in Insurance/Risk Management, Business or related field preferred.
• Professional designations such as CIC/PLCS/CISR preferred.
• Must have valid P&C license or obtain within 30–60 days of hire.
• 2–5 years of personal lines account handling or CSR experience.
• Proficiency with agency management systems (Applied Epic preferred).
• Strong phone, email service inquiry handling and policy quoting skills.
• Ability to handle sensitive PII/financial data.

Responsibilities

• Manage all incoming client service requests, emails, and communications; oversee multiple accounts and renewals.
• Excellent communication skills, with deep insurance knowledge and professionalism for internal teams and external clients.
• Handle billing, auto ID cards, policy documents, cancellations/reinstatements, and general inquiries; process endorsements, renewals, binders, invoices, certificates.
• Manage each policy renewal cycle: review coverage needs, shop markets if rate increases exceed thresholds, present options.
• Support clients with both agency bill and direct bill policies, ensuring accuracy and managing installment schedules.
• Oversee carrier download activity to ensure policy transactions are accurately reflected in the system.
• Collaborate with sales on new business handoffs and renewal strategies for client needs.
• Stay informed of carrier changes and regulatory risks; advise clients and team accordingly.
• Utilize the agency management system as the hub for client interactions and workflows.
• Provide insight into workflow improvements such as renewal reminders and retention campaigns.
• Provide new business quoting assistance to support timely sales proposals.

Skills

Client communication

Time management

Attention to detail

Sales cross-selling

PII handling

Education

Bachelor's degree in Insurance/Risk Management or related field

High School diploma or GED

Tools

Applied Epic

Job description

Vice President – Agency Operations Manager

CLASSIFICATION

Full Time, Non Exempt

PAY GRADE

NE 35 ($21.00 – $32.60 per hour)

AVAILABILITY

Monday-Friday 8:30am-5:00pm

Position Summary

The Account Manager - Personal Lines is responsible for managing a portfolio of assigned personal lines clients - typically households or families - managing auto, homeowners, renters, umbrella, and other personal insurance policies. This role demands high volume service delivery, rapid quoting, billing support, and relationship-based retention. This role requires proactive outreach, accurate policy administration, sales skills in cross selling, and superior client communication to drive satisfaction and loyalty.

Key Responsibilities

• Manage all incoming client service requests, emails, and communications. Oversee multiple accounts and renewals simultaneously, often under tight deadlines. Exceptional attention to detail and strong time management skills are essential to ensure timely and accurate service delivery.
• Excellent communication skills, demonstrating deep insurance knowledge and professionalism with both internal teams and external clients. Able to clearly explain complex insurance concepts in straightforward, non-technical language.
• Handle billing, auto ID cards, policy documents, cancellations/reinstatements, and general inquiries. Efficiently process endorsements, renewals, binders, invoices, and certificates with accuracy.
• Manage each policy renewal cycle: review coverage needs, shop markets if rate increases exceed thresholds, and present options to clients.
• Support clients with both agency bill and direct bill policies—handling agency billing directly and serving as a helpful point of contact for any direct bill questions, with a focus on accuracy, installment schedules, and resolving discrepancies.
• Oversee carrier download activity to ensure policy transactions are accurately reflected in the system, minimizing manual work and maintaining clean, reliable data
• Collaborate with the sales team on new business handoffs and renewal strategies, ensuring a seamless transition and consistent focus on client needs. Build strong client relationships to drive retention, deliver timely service, identify cross-sell and upsell opportunities, and proactively address coverage needs and overall risk exposure.
• Stay informed of carrier changes (e.g., rate tiers, discounts, underwriting changes), emerging risks and changes to legal/regulatory risks, and advise both clients and team members accordingly.
• Utilize the office’s agency management system as the operational hub—logging all client interactions, documents, and pending activities; scheduling automated alerts and workflows to ensure deadlines are met.
• Provide insight into workflow improvements—such as automating renewal reminders, streamlining rating processes, and refining retention campaigns.
• Provide new business quoting assistance when necessary to ensure the sales team can present sales proposals in a timely manner.

Qualifications & Competencies

• High School graduate (or GED) required.
• Bachelor’s degree (Insurance/Risk Management, Business, Finance or related field) preferred.
• Professional designations such as CIC/PLCS/CISR preferred.
• Must have valid Property & Casualty (P&C) license or must obtain them within 30–60 days of hire. Ongoing compliance with continuing education requirements is required to maintain the license in good standing.
• 2–5 years of personal lines account handling or CSR experience in an agency or broker environment.
• Skilled in agency management systems (Applied Epic, preferred).
• Proficiency in handling high-volume phone and email service inquiries, as well as policy quoting, is essential.
• Trusted to handle sensitive PII/financial data.
• Must have access to reliable transportation on short notice and valid driver's license plus ability to maintain this throughout employment.

As an Equal Opportunity /Affirmative Action Employer, Pioneer Bank will not discriminate in its employment practices due to an applicant’s race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.