Personal Lines Client Advisor I

Houchens Insurance Group INC.; Louisville (KY); On-site; USD 42,000 - 60,000; Full time

Job summary

Houchens Insurance Group INC. seeks an experienced insurance client services professional to analyze policy information and respond to inquiries from policyholders and internal teams. The role focuses on servicing, renewals, and ensuring accuracy across policy data and billing.

Key duties include managing calls and emails, preparing proposals, reviewing coverage and endorsements, and coordinating with carriers and producers to support client needs.

Qualifications

• At least three or more years related insurance experience and/or training, preferably handling personal line accounts.
• Proficiency with common office software and systems used in insurance servicing.
• Ability to manage inquiries, renewals, and billing considerations.

Responsibilities

• Provides daily service to clients by managing phone calls and emails in a timely manner and attending meetings.
• Maintains accurate and updated expiration lists and processes invoices.
• Reviews policy coverage and endorsements on new and renewal business, including rating.
• Handles complex policy issues and resolves with limited involvement from producers or leaders.
• Supports renewal marketing activities, including preparing proposals and reviewing coverage with producers.

Skills

Insurance knowledge

Customer service

Communication

Education

Insurance experience

Tools

Database Software

Spreadsheet Software

Word Processing Software

Internet software

Job description

Summary

Analyzes and answers requests by mail, telephone, or in person from policyholders, internal production or marketing personnel for information concerning insurance policies by performing the following duties.

50% Client/Policy Services

Provides daily service to and builds relationships with clients by managing phone calls and emails in a timely manner and attending meetings.

• Preparing submissions and marketing business.
• Maintaining direct communication and building relationships with insureds.
• Reviewing and invoicing policies and requesting changes.
• Referring to group, life and commercial leads to appropriate personnel.
• Preparing proposals and complete coverage analyses to serve the client.
• Maintaining accurate and updated expiration list.
• Processing invoices and credits on agency bill policies.
• Tracking direct bill transactions by company.
• Reviewing policy coverage and endorsements on all new and renewal business, including rating.
• Handling all account service issues in accordance with the E&O standards.
• Daily maintenance and processing of carrier downloads.
• Building relationships with insurance carriers.
• Maintaining compliance with all Personal Lines service standards and procedures including daily service.
• Developing Producer and Service Leader confidence in job knowledge, judgment calls, and awareness of current industry trends and developments.
• Handling complex policy issues and finding resolution with minimal Producer/Service Leader involvement.

30% Renewal Marketing

Remarkets current client policies and prepares formal renewal presentation.

• Managing renewal timeline and renewal process.
• Generating summaries and proposals of coverage and reviews with Producer.
• Working with clients for the purpose of gathering marketing data.
• Seeking opportunities for potential upselling of accounts including completing exposure analysis.
• Negotiating client renewals with carriers based on competitive information.
• Reviewing, analyzing, and comparing quotes vs. current coverage.
• Issuing binder, invoices, certificates, and endorsements requests as needed.
• Completing binding instructions.

10% Teamwork

Works together with team and with other departments, such as Marketing and Claims; including conferencing with Producer to discuss the execution of strategies. Assists in training of new service team members. Volunteers to back up and/or assist others as needed. Manages PTO to work with departmental needs. Special projects as requested by Manager.

10% Determination

Displays commitment and initiative to meet department and agency education goals as set forth in the organization’s education program.

Requirements

Computer Skills

To perform this job successfully, an individual should have knowledge of Database Software; Spreadsheet Software; Word Processing Software and Internet software.

Education and/or Experience

At least three or more years related insurance experience and/or training, preferably handling personal line accounts; or equivalent combination of education and experience.