Personal Lines Account Manager

BroadStreet Partners; Richmond (VA); On-site; USD 50,000 - 80,000; Full time

Job summary

BroadStreet Partners is seeking an Personal Insurance Service Account Manager to support personal insurance clients and work with carriers to deliver exceptional service.

You will handle policy changes, endorsements, billing questions, and maintain client records in the agency system, ensuring accuracy and timely processing. A strong license background and industry knowledge are essential.

Qualifications

• Proficient in Microsoft Office with agency management system experience preferred.
• Demonstrate expertise in policy coverage, carrier communications, and report review.
• In-depth knowledge of personal insurance policy coverage and market operations.
• Identify insurance coverage gaps, make recommendations, and sell additional policies when appropriate.
• High School Diploma; College Degree preferred in addition to insurance agency experience.

Responsibilities

• Manage accounts and build relationships with clients via email and phone.
• Respond to policy coverage questions according to agency standards.
• Resolve client billing issues.
• Process endorsements, renewals, and coverage changes per workflow.
• Maintain client files in the agency management system.
• Obtain signed applications and required forms from clients.
• Support ongoing licensing and continuing education requirements.

Skills

Customer service

Policy knowledge

Communication

Problem solving

Detail oriented

Team player

Education

High School Diploma

College Degree preferred

Tools

Microsoft Office Suite

Agency management system

Job description

Summary

The Personal Insurance Service Account Manager is responsible for proficiently supporting our personal insurance clients and working collaboratively with insurance carriers to deliver “No Excuse Client Service.” This position ensures that clients’ service and coverage needs are handled accurately, efficiently, and in alignment with agency standards and workflows.

Essential Duties and Responsibilities

• Manage accounts effectively by building effective relationships with clients by communicating via email and phone.
• Promptly respond to policy coverage related questions from clients in accordance with agency standards and workflows.
• Resolve issues related to client billing.
• Process evidence of property, pending cancellations and reinstatements, interim reports and other transactions, as required within agency guidelines, workflows and standards.
• Make changes to client policies and add/delete coverage as requested by the client.
• Quality check and thorough review of all endorsements received from insurance carriers.
• Issuing binders I.D. cards, etc., in accordance with agency standards.
• Maintain client files within the agency management system and use the system to perform all transactions and file documentation according to established workflow and procedures.
• Determine reasons for requests for cancellations from clients and partner with the Sales Executive (if applicable) to save accounts in accordance with agency standards and workflow guidelines.
• Keep up to date on insurance policy forms, coverage, rates, and underwriting appetite for insurance companies through bulletins and online communications.
• Participate in seminars and other training and continuing education sessions to maintain required licenses and for knowledge, skill and leadership development, including seminars aimed at avoiding potential errors and omissions situations.
• Obtain signed applications and other required forms from clients in accordance with agency and insurance company requirements.
• Perform other duties as requested.

Core Competencies

• Self-starter who is well-organized and displays strong business communication skills, both verbal and written.
• Analytical ability to interpret system reports.
• Team player who displays resourcefulness to find win-win solutions for our clients, insurance companies, and agency.
• Strong problem-solving skills and the ability to troubleshoot data issues, resolve carrier discrepancies, and clarify missing information.
• Personal commitment to continuous professional development including insurance knowledge and risk management skills.

Education and Experience

• Proficient in Microsoft Office Suite with experience working in an agency management system preferred.
• Demonstrate expertise in policy coverage, carrier communications, and report review.
• Demonstrate in-depth knowledge of personal insurance policy coverage with knowledge of industry operations to effectively manage, maintain, and service clients. A proficient knowledge of insurance markets is essential.
• Possess the ability to identify insurance coverage gaps, make recommendations, and sell additional policies when appropriate.
• High School Diploma; College Degree preferred in addition to insurance agency experience.

Certificates and Licenses

• Possess a Property and Casualty license or obtain within 30 days of employment.
• Insurance designation or working toward insurance designation – (i.e. INS, AAI, CISR, ACSR) or ability to demonstrate equivalent knowledge.

Benefits

We understand the importance of providing comprehensive and competitive benefits that support the well‑being and financial security of our valued employees.

• We offer medical, dental, vision with premiums between /pay period.
• Many employee paid benefits with option to buy up: STD, LTD, Life Insurance
• 4.5% 401k company match
• Wellness Incentives
• Free memberships to wellness programs.
• Other benefits offerings include HSAs, FSAs, accident, critical care, hospital indemnity, pet insurance, and legal assistance.

Your well‑being is our priority, and we are committed to providing you with a benefits package that supports your overall health, happiness, and success.