Personal Lines Account Manager

Community Bank System Inc.; Bethlehem (Northampton County); On-site; USD 42,000 - 64,000; Full time

Job summary

OneGroup in Bethlehem, PA seeks a Client Advisor to manage a book of business, build client relationships, and ensure accurate and timely servicing of accounts.

You will assist with policy changes, renewals, and claims, educate clients on value beyond price, conduct coverage reviews, and communicate with underwriters to protect insureds' interests. 40 hours per week; compensation commensurate with experience and merit potential.

Qualifications

• High School Diploma or equivalent required.
• College degree preferred.
• Property & Casualty license required or maintained.
• Minimum 1–3 years of Insurance experience preferred.
• Strong customer service and organizational skills.

Responsibilities

• Manage a book of business and build relationships with each account.
• Assist clients with policy changes, renewals and claims processing.
• Advise clients on value beyond price and ensure comprehensive coverage.
• Conduct coverage reviews and advise on adequacy of coverage at losses.
• Communicate with carriers/underwriters to resolve issues and protect insurability.
• Document all client and carrier interactions in the company system.

Skills

Insurance knowledge

Customer service

Policy interpretation

Microsoft Word/Excel

Independent & team work

Organizational skills

Education

High School Diploma

College degree preferred

Property & Casualty license

Tools

Policy management software

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 understanding 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 do 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 do 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 which he/she will build 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 take the emphasis away from price exclusively and focus more on having 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 out to new clients within your client assignments within 30-45 days of their new business effective date to make a personal introduction of your name and contact information. During this call, determine if there are any outstanding issues that need to be addressed 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 our 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 to move their insurance. Establish controls to re‑solicit 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’s insurability.
• Document all interactions, including but not limited to clients and Carriers, (phone calls, e‑mails, face‑to‑face meetings, letters, etc.) in company system so that any team member can ssist client.
• Consistently obtain and update client’s primary contact information with the focus being placed 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 company system to properly service clients. 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 position including, but not limited to, Account Servicing activity, Referral Activity, Call Volume, Attendance, Quality Control Audits.
• Handle routine service matters when PL Assistants are not available including but not limited to, Carco, insured payments, ID cards, binders, payments, etc.
• Continually stay informed on important insurance coverage issues.
• Stay current with primary insurance companies relative to 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 your competitive salary, you will be rewarded benefit