Personal Lines Account Manager

CAP Insurance Group; Charlotte (NC); On-site; USD 60,000 - 84,000; Full time

Benefits offered by this job

Health insurance

Paid time off

401k match

Job summary

CAP Insurance Group seeks a Personal Lines Account Manager to service an assigned book of personal lines clients in Charlotte, NC. You will partner with producers to retain and grow the book, serving as the main contact for policy changes, billing questions, and coverage needs.

The ideal candidate is organized, personable, and comfortable handling high volumes of client interactions via phone, email, and EZLynx. Strong communication and insurance knowledge are essential for success.

Qualifications

• NC Property & Casualty license required (or ability to obtain before start date – CAP will reimburse).
• 1+ years of personal lines customer service or account management experience in an independent agency setting preferred.
• Working knowledge of personal lines coverages (auto, homeowners, umbrella, dwelling fire, etc.).

Responsibilities

• Serve as the day-to-day contact for an assigned book of personal lines clients, handling inbound calls, emails, and walk-ins professionally and promptly.
• Process policy change requests (endorsements) including address changes, vehicle additions/deletions, driver changes, coverage limit adjustments, mortgagee updates, and additional insured requests.
• Answer client billing questions, including payment plans, invoices, escrow disbursements, and past-due notices; coordinate with carriers on billing discrepancies.
• Make outbound calls to clients to follow up on open items, confirm requested changes, review renewal terms, and address carrier-driven actions (e.g., inspection requests, non-renewals, premium increases).
• Issue policy changes, ID cards, evidence of insurance, and binders accurately and within agency service-level turnaround standards.
• Review renewals for changes in premium, coverage, or eligibility, and proactively reach out to clients to explain changes before they become a surprise.
• Support assigned producers' personal lines book growth by identifying cross-sell and rounding-out opportunities (auto, home, umbrella, etc.) during routine client contact and flagging leads to the producer.
• Maintain accurate, up-to-date client records in EZLynx, including documentation of all client communications and requested changes.
• Assist with new business processing and account rounding as needed in support of producers.
• Handle claims intake questions and direct clients to the appropriate carrier claims resources or agency claims advocate.
• Collaborate with other account managers, CSRs, and virtual assistant team members to ensure consistent, timely service coverage across the personal lines book.
• Escalate coverage gaps, E&O concerns, or complex client situations to the producer or agency leadership as appropriate.

Skills

Insurance license

Customer service

Account management

Communication skills

Organization

Education

NC Property & Casualty license (cert)

Tools

EZLynx

Microsoft 365

Job description

The Personal Lines Account Manager (CSR) is responsible for the day-to-day servicing of an assigned book of personal lines insurance clients, working in close partnership with producers to retain and grow their book of business. This role serves as the primary point of contact for existing clients on policy changes, billing questions, and coverage needs, while providing the responsiveness and attention to detail that drives client retention and referrals. The ideal candidate is organized, personable, and comfortable managing a high volume of client interactions across phone, email, and our agency management system (EZLynx).

Position Summary

The Personal Lines Account Manager (CSR) is responsible for the day-to-day servicing of an assigned book of personal lines insurance clients, working in close partnership with producers to retain and grow their book of business. This role serves as the primary point of contact for existing clients on policy changes, billing questions, and coverage needs, while providing the responsiveness and attention to detail that drives client retention and referrals. The ideal candidate is organized, personable, and comfortable managing a high volume of client interactions across phone, email, and our agency management system (EZLynx).

Key Responsibilities

• Serve as the day-to-day contact for an assigned book of personal lines clients, handling inbound calls, emails, and walk-ins professionally and promptly.
• Process policy change requests (endorsements) including address changes, vehicle additions/deletions, driver changes, coverage limit adjustments, mortgagee updates, and additional insured requests.
• Answer client billing questions, including payment plans, invoices, escrow disbursements, and past-due notices; coordinate with carriers on billing discrepancies.
• Make outbound calls to clients to follow up on open items, confirm requested changes, review renewal terms, and address carrier-driven actions (e.g., inspection requests, non-renewals, premium increases).
• Issue policy changes, ID cards, evidence of insurance, and binders accurately and within agency service-level turnaround standards.
• Review renewals for changes in premium, coverage, or eligibility, and proactively reach out to clients to explain changes before they become a surprise.
• Support assigned producers' personal lines book growth by identifying cross-sell and rounding-out opportunities (auto, home, umbrella, etc.) during routine client contact and flagging leads to the producer.
• Maintain accurate, up-to-date client records in EZLynx, including documentation of all client communications and requested changes.
• Assist with new business processing and account rounding as needed in support of producers.
• Handle claims intake questions and direct clients to the appropriate carrier claims resources or agency claims advocate.
• Collaborate with other account managers, CSRs, and virtual assistant team members to ensure consistent, timely service coverage across the personal lines book.
• Escalate coverage gaps, E&O concerns, or complex client situations to the producer or agency leadership as appropriate.

Qualifications

• Active NC Property & Casualty insurance license required (or ability to obtain before start date – CAP will reimburse expense).
• 1+ years of personal lines customer service or account management experience in an independent agency setting preferred.
• Working knowledge of personal lines coverages (auto, homeowners, umbrella, dwelling fire, etc.).
• Experience with an agency management system (EZLynx experience a plus) and carrier rating platforms.
• Strong verbal and written communication skills; comfortable on the phone with clients throughout the day.
• Highly organized with strong follow-through and attention to detail; able to manage a high volume of open items and prioritize effectively.
• Proficient with Microsoft 365 (Outlook, Teams, Word, Excel).
• Team-oriented with a positive, service-first attitude.

What Success Looks Like

• Client policy changes and requests are processed accurately and within agency turnaround standards.
• Clients feel heard and taken care of — call-backs and follow-ups happen promptly, not just when convenient.
• Producers can trust their book is being serviced and rounded out, freeing them to focus on new business.
• Renewal reviews and cross-sell opportunities are consistently identified and acted on, contributing to book retention and growth.

Compensation & Benefits

• Compensation is competitive and commensurate with experience ($60k plus annual growth bonus). Benefits package to include health insurance, PTO, retirement plan (401k match), training and development.