Personal Lines Account Manager

Community Financial System, Inc.; Bethlehem (Northampton County); On-site; USD 50,000 - 70,000; Full time

Job summary

OneGroup, part of Community Bank family, is seeking a client advisor to manage a book of business with a focus on superior service and coverage. You will handle policy changes, renewals and claims while advising clients on value beyond price.

Responsibilities include coordinating with carriers, documenting interactions, and meeting performance metrics in a collaborative, client-focused environment at our Bethlehem, PA area offices.

Qualifications

• Insurance industry experience preferred.
• Strong customer service skills are required.
• Ability to manage multiple tasks efficiently.
• Proficient with Word and Excel and general software.
• Maintain Property & Casualty license in good standing.

Responsibilities

• Build relationships with clients and manage a book of business.
• Assist clients with policy changes, renewals and claims.
• Advise clients on value beyond price and comprehensive coverage.
• Communicate with underwriters to resolve issues affecting insurability.
• Document all interactions in the company system for team access.
• Meet established activity, referral, and quality control metrics.
• Maintain licenses and ensure regulatory compliance.

Skills

Insurance knowledge

Customer service

Policy coverage

Multi-tasking

Word/Excel

Education

High School Diploma

College degree preferred

P&C license

Continuing education

Tools

Word

Excel

Job description

Overview

OneGroup is a team of more than 200 insurance and risk management professionals who are ONE company acting as ONE team, with ONE focus and ONE mission: To serve each client as our ONE client.

OneGroup is one of the fastest growing independent insurance and risk management organizations in the northeast. With team members in 18 locations, OneGroup can provide best in class client resources while maintaining an entrepreneurial, friendly and fun environment. A subsidiary of Community Bank, NA (NYSE: CBU), OneGroup is headquartered in Syracuse, NY.

OneGroup's Company Culture Sets Us Apart From The Rest. Our Core Values, What We Call "The OneGroup Way" Consists Of The Following:

• Knowledge Development – Professional growth but also an understanding of the company, workflow processes, and the right people to get the job done. Adopting a growth mindset in everything we do.
• Big Picture – How your individual contributions connect to the bigger things around us that can make a difference to the client. How you utilize your talents and the attributes of those around you to create a unique solution for the client.
• Acknowledgement – Recognize others’ contributions, appreciate what others do and their strengths.
• Transparency – An environment that encourages open communication and feedback.
• Bigger Purpose – How we become more than just an insurance company to our clients. We seek to enhance our client's businesses, support their mission, and understand their challenges.

Responsibilities

• Client advisors will handle a book of business by building a relationship with each account and take ownership that the activities on the account are settled efficiently and accurately.
• Assist clients with policy changes, renewals and claims processing.
• Consistently advise clients on our "value" proposition to shift the focus away from price exclusively and emphasize comprehensive coverage.
• Conduct coverage and exposure reviews with existing clients to inform and advise on the importance of having adequate coverage at the time of a loss. This may include reaching out to clients with adverse development of their loss experience.
• Call new clients within your client assignments within 30‑45 days of their new business effective date to make a personal introduction, determine if there are any outstanding issues, and confirm the most effective form of communication with the client going forward.
• Review potential non‑renewal issues with management.
• Discuss with the carrier if eligible for reinstatement or if coverage is to be rewritten.
• Quote and issue mid‑term rewrites as the need arises and exposures change.
• Review renewal increases over established threshold. Contact incumbent carrier for rate relief options and discuss with insured. If marketing is the only choice, task out to the Placement Specialist team.
• Contact clients who have cancelled or requested cancellation of their insurance policy to determine the primary reasons for their decision and establish controls to resolicit coverage and earn back business. Discuss findings with sales team and management.
• Communicate directly with insurance company underwriters to resolve outstanding or potential issues in an effort to protect client insurability.
• Document all interactions, including phone calls, e‑mails, face‑to‑face meetings, letters, etc., in the company system so that any team member can assist the client.
• Consistently obtain and update client's primary contact information with a focus on e‑mail address and best contact phone number.
• Advise existing clients on preferred premium payment methods such as EFT, recurring credit card, and paid‑in‑full.
• Confirm appropriate tasks have been created in the company system to properly service clients and follow‑up on pending activities/tasks until fully completed.
• Handle Reg. 34 issues and follow‑up with DMV to confirm that any potential license/registration suspensions for our clients are resolved as soon as possible.
• Keep clients informed throughout the entire process.
• Meet established metrics/expectations for the position including, but not limited to, account servicing activity, referral activity, call volume, attendance, and quality control audits.
• Handle routine service matters when PL Assistants are not available, including Carco, insured payments, ID cards, binders, payments, etc.
• Continually stay informed on important insurance coverage issues.
• Stay current with primary insurance companies regarding underwriting guidelines, available premium saving credits, technology platforms, etc.
• Participate in seminars and classes for skills and knowledge development.
• Perform other duties as required.
• Maintain proficient knowledge of, and demonstrate ongoing compliance with, all laws and regulations applicable to this position, ensure ongoing adherence to policies, procedures, and internal controls, and meet all training requirements in a timely manner.

Qualifications

Education

• High School Diploma or Equivalent
• College Degree Preferred
• All applicants must be 18 years of age or older
• Professional Certifications/Licenses: Property & Casualty Agents/Brokers License
• Maintain license through continuing education

Experience / Skills

• One to three or more years of insurance experience is preferred
• Strong expertise and knowledge in policy coverage
• Customer service experience required
• Ability to use menu‑driven software in addition to Word and Excel
• Ability to work independently as well as in a team environment
• Good organizational skills with the ability to manage multiple tasks efficiently

Other Job Information

• Hours: 40 hours a week
• Compensation: Commensurate with experience plus potential for annual merit increase. In addition to a competitive salary, you will be rewarded with benefits.