Commercial Lines Service Center Account Manager

Donegal Insurance Group; Arizona; Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

401(k) with 100% match on first 3% and

Paid Time Off

Career Development

Employee stock purchase plan

EAP

Job summary

Donegal Insurance Group is seeking a Service Center Account Manager. This role handles New Business, direct quoting, and renewal underwriting while managing relationships with customers and agents.

The position supports the Southwest region and allows remote work for candidates based in Arizona within MST hours. Expect strong customer service, knowledge of property and casualty products, and adherence to underwriting guidelines.

Qualifications

• Bachelor's degree or ≥2 years of customer service/underwriting experience.
• Property and Casualty license required.
• 2–4 years in customer service, agency, and/or underwriting; commercial lines preferred.
• Knowledge of property/casualty products and underwriting guidelines.
• Designations such as CIC, CISR, CLCS encouraged.

Responsibilities

• Manage New Business applications, quotes, and account cross-sell.
• Renewal underwriting and endorsements.
• Serve as primary contact with agents and customers.
• Handle inquiries by phone, email, or fax within 24 hours.
• Provide policy information and maintain relationships.
• Stay current on underwriting guidelines and product offerings.
• Research underwriting information and gather required documents.

Skills

Customer service

Account management

Communication

Interpersonal skills

Time management

Education

Bachelor's degree

Associate’s degree + 2+ years experience

High School diploma + 4 years experience

Tools

Underwriting systems

Policy administration system

CRM software

Job description

About the Role

The Service Center Account Manager will be responsible for managing account(s) oversight directly with customers and agents along with New Business quoting, direct quoting, and Renewal Underwriting. Along with performing outbound calls and follow up work when needed, this position will handle inbound calls on select property/casualty insurance commercial lines products for multiple states and all methods of underwriting for commercial lines. This position is open to remote candidates based in the state of Arizona—to support our Southwest region. Candidates are expected to work within the Mountain Standard Time zone, with core hours of 8:00am-4:30pm MDT.

Responsibilities and Duties

• New Business responsibilities focused on new business applications, quotes, direct quotes, account cross sell, account rounding, account upsell and bookrolls
• Account Management inclusive of renewal underwriting, endorsement processing, certificates of insurance and account support as needed
• Serve as the primary contact and liaison with agents of the Service Center and managing the day-to-day servicing, renewals, and new business
• Manages account(s) oversight directly with customers and agents to include New Business quoting, direct quoting and Renewal Underwriting
• Respond to questions regarding product availability and discounts, billing and payment options, policy status, complaints and other customer/agent inquiries in a first time final manner.
• Deliver strong customer service by responding within 24 hours to inquiries, concerns, emails, and faxes, and returning phone calls same day
• Efficiently handle incoming calls and/or e-mails from existing customers and agents. May handle outbound calls and follow up work as required to process requests
• Provide accurate policy information to policyholders and agents regarding commercial lines insurance products
• Develop and maintain relationships with agents, customers, other team members
• Maintain current understanding of service techniques, underwriting guidelines and product offerings
• Research underwriting information and request appropriate underwriting support documentation needed for each account

Qualifications and Skills

• Bachelor's Degree OR:
  • Associate’s Degree and two (2) or more years of experience in customer service, agency, and/or underwriting experience at a company or agency level
  • High School Diploma and four (4) years of experience in customer service, agency, and/or underwriting experience at a company or agency level
• Property and Casualty Agent’s License is required.
• Minimum of two (2) to four (4) years of customer service, agency, and/or underwriting experience at a company or agency level. Experience in the commercial lines sector of insurance preferred.
• Basic knowledge of property/casualty insurance products, insurance processing systems/procedures, Best Practices, state regulations, and customer service practices
• Demonstration of self-development through attainment of professional insurance designations, CIC, CISR, CLCS, etc

Starting Pay

The pay range for this position is $55,000 to $70,000 annually. The specific offer will vary based on an applicant's education, qualifications, professional experience, skills, abilities, and any applicable designations/certifications. The posted pay range reflects our ability to hire at different position titles and levels depending on background and experience. The pay range may also be adjusted based on an applicant's geographic location.

The base pay is just one component of Donegal's total compensation package for employees. This role may also be eligible to participate in a discretionary annual incentive program. The amount of any bonus varies and is subject to the terms and conditions of the applicable incentive plan.

Ongoing applications are being accepted.

Competitive Benefits Package

Donegal Insurance Group offers a comprehensive benefits package for all full-time, permanent positions including:

• Medical, Dental, and Vision Coverage: Available to you and your dependents. Coverage begins the first of the month after start date.
• 401(k) with the first 3% matched at 100%: the next 6% is matched at 50%
• Paid Time Off: Paid vacation, sick days, paid holidays, & bereavement days
• Career Development: Including college partnership discounts and industry designation(s) reimbursements

Additional benefits include company-paid basic life insurance; short & long-term disability insurance; employee stock purchase plan; and employee assistance program (EAP). Learn more about our full benefit offerings by visiting our Benefits page.

Who We Are

Donegal Insurance Group provides commercial and personal insurance products through a network of independent agents in 21 states and across several regions of the U.S. In Texas, Colorado, Utah, New Mexico and Arizona, business is conducted under the Mountain States Insurance Group name; and in Michigan, business is conducted under the Michigan Insurance name.

Headquartered in Lancaster County, Pennsylvania, along with four (4) regional offices located in: Athens, GA, Grand Rapids, MI, Albuquerque, NM, and Glen Allen, VA, our steady growth and successes have allowed us to establish a culture of which we're proud. Check out our Glassdoor profile where our rating speaks for itself:

By joining Donegal, you would be joining a team of dedicated, hard-working employees, all with a common goal of providing peace of mind to our policyholders and being There when it matters most.

Work Arrangement

With each department and position being different, the work arrangement for a specific position will be reviewed with candidates during a initial phone screening. For a position not requiring an onsite expectation at one of our offices, the ideal candidate must live within our Donegal footprint. Current approved states are: AL, AZ, DE, FL, GA, IA, IL, IN, MD, MI, MN, MO, NC, ND, NE, NH, NJ, NM, NY, OH, PA, SC, SD, TN, TX, UT, VA, WI, and, WV. (Please note, this list is subject to change without notice.)

E-Verify

Donegal Insurance Group participates in E-Verify in the following states: Alabama, Arizona, Florida, Georgia, Louisiana, Mississippi, Nebraska, North Carolina, South Carolina, Tennessee, and Utah. If you reside in one of the listed states, please review the Notice of E-Verify Participation Poster and the Right to Work Poster on the links below:

• Notice of E-Verify Participation Poster (English and Spanish)
• Right to Work Poster (English and Spanish)