Personal Lines Account Manager

Community Bank, N.A.; Bethlehem (Northampton County); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

11 paid holidays

Paid vacation

Medical insurance

Vision insurance

Dental insurance

401(k) match

Pension

Tuition reimbursement

Banking discounts

Job summary

OneGroup, a subsidiary of Community Bank, N.A., is seeking a Personal Insurance Client Advisor in Bethlehem, PA. You will respond to client needs, protect assets, and work closely with sales and management to deliver tailored insurance solutions.

Responsibilities include managing a book of business, handling policy changes, renewals, and claims, and advising clients on value-based options. Excellent communication, organizational skills, and a proactive service mindset are essential.

Qualifications

• 1-3 years of insurance experience preferred.
• Strong policy coverage expertise.
• Customer service experience required.
• Ability to use menu-driven software, Word, and Excel.
• Ability to work independently and in a team.
• Good organizational skills to manage multiple tasks efficiently.

Responsibilities

• Handle a book of business, building relationships and ensuring activities are settled efficiently and accurately.
• Assist clients with policy changes, renewals, and claims processing.
• Consistently advise clients on value propositions rather than price alone.
• Conduct coverage and exposure reviews to inform adequate coverage at loss time.
• Document all interactions in the company system.
• Maintain and update clients’ primary contact information.
• Meet metrics for account servicing, referral activity, call volume, attendance, and quality control audits.

Skills

Insurance experience

Policy knowledge

Customer service

MS Word/Excel

Education

High School Diploma or equivalent

College degree preferred

P&C License

Continuing education

Tools

MS 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.

Company Culture

• Knowledge Development – Professional growth and understanding of company processes and people.
• Big Picture – Connecting individual contributions to larger client impact.
• Acknowledgement – Recognizing and appreciating others’ contributions.
• Transparency – Encouraging open communication and feedback.
• Bigger Purpose – Enhancing client businesses, supporting their mission, and understanding challenges.

Responsibilities

The Personal Insurance Client Advisor will work in a team environment with all members of the Personal Insurance department, including the sales team and management, to respond to client needs and protect their assets.

Essential Duties And Responsibilities

• Handle a book of business, building relationships and ensuring activities are settled efficiently and accurately.
• Assist clients with policy changes, renewals, and claims processing.
• Consistently advise clients on value propositions rather than price alone.
• Conduct coverage and exposure reviews to inform adequate coverage at loss time.
• Make personal introductions to new clients within 30‑45 days of effective date and establish communication preferences.
• Review potential non‑renewal issues with management.
• Discuss reinstatement eligibility or rewrite coverage with carriers.
• Quote and issue mid‑term rewrites as needed.
• Review renewal increases over threshold, contact carriers for rate relief, and involve Placement Specialist team if necessary.
• Contact clients who cancelled or requested cancellation to understand reasons and earn back business.
• Communicate with underwriters to resolve issues and protect insurability.
• Document all interactions (calls, emails, meetings, letters) in the company system.
• Maintain and update clients’ primary contact information (email and phone).
• Advise on preferred premium payment methods such as EFT, recurring credit card, and paid‑in‑full.
• Confirm appropriate tasks are created and follow up until completed.
• Handle Reg. 34 issues and follow up with DMV to resolve license/registration suspensions.
• Keep clients informed throughout processes.
• Meet metrics for account servicing, referral activity, call volume, attendance, and quality control audits.
• Handle routine service matters when PL Assistants are unavailable (e.g., Carco, payments, ID cards).
• Stay updated on insurance coverage issues and underwriting guidelines.
• Participate in seminars and classes for skill development.
• Perform other duties as required.
• Maintain knowledge of laws, regulations, policies, and training requirements.

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 preferred
• Strong policy coverage expertise
• Customer Service Experience required
• Ability to use menu‑driven software, Word, and Excel
• Ability to work independently and in a team
• Good organizational skills to manage multiple tasks efficiently

Other Job Information

Hours: 40 hours a week

Compensation: Commensurate with experience plus potential for annual merit increase. Benefits include 11 paid holidays, paid vacation, Medical, Vision & Dental insurance, 401(k) with generous match, Pension, Tuition Reimbursement, Banking discounts, and more.

Physical Requirements: May be required to stand, walk, or sit; use hands, reach, speak, and hear. Occasional lifting up to 25 pounds. Vision requirements include close vision and ability to focus.

Equal Opportunity Statement

The Company is an affirmative action, equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, citizenship status, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law. The Company will make reasonable accommodations for qualified individuals with a disability.