Senior Personal Lines Account Manager

Pioneer; City of Albany (NY); On-site; USD 29,000 - 45,000; Full time

Job summary

Pioneer Bank invites applications for a Vice President – Agency Operations Manager to lead the personal lines client service operations, overseeing auto, homeowners, renters, umbrella, and related policies. You will ensure accurate policy administration, timely renewals, and billing support.

Responsibilities include coordinating with sales for new business handoffs, driving retention, and guiding a high-volume service team while upholding regulatory compliance and client satisfaction.

Qualifications

• High School graduate (or GED) required.
• Bachelor’s degree in Insurance/Risk Management, Business or related field preferred.
• Professional designations such as CIC/PLCS/CISR preferred.
• Must have valid P&C license or obtain within 30–60 days of hire.
• 2–5 years of personal lines account handling or CSR experience.
• Proficiency with agency management systems (Applied Epic preferred).
• Strong phone, email service inquiry handling and policy quoting skills.
• Ability to handle sensitive PII/financial data.

Responsibilities

• Manage all incoming client service requests, emails, and communications; oversee multiple accounts and renewals.
• Excellent communication skills, with deep insurance knowledge and professionalism for internal teams and external clients.
• Handle billing, auto ID cards, policy documents, cancellations/reinstatements, and general inquiries; process endorsements, renewals, binders, invoices, certificates.
• Manage each policy renewal cycle: review coverage needs, shop markets if rate increases exceed thresholds, present options.
• Support clients with both agency bill and direct bill policies, ensuring accuracy and managing installment schedules.
• Oversee carrier download activity to ensure policy transactions are accurately reflected in the system.
• Collaborate with sales on new business handoffs and renewal strategies for client needs.
• Stay informed of carrier changes and regulatory risks; advise clients and team accordingly.
• Utilize the agency management system as the hub for client interactions and workflows.
• Provide insight into workflow improvements such as renewal reminders and retention campaigns.
• Provide new business quoting assistance to support timely sales proposals.

Skills

Client communication

Time management

Attention to detail

Sales cross-selling

PII handling

Education

Bachelor's degree in Insurance/Risk Management or related field

High School diploma or GED

Tools

Applied Epic

Job description

Pioneer Bank invites applications for a Vice President – Agency Operations Manager to lead the personal lines client service operations, overseeing auto, homeowners, renters, umbrella, and related policies. You will ensure accurate policy administration, timely renewals, and billing support.

Responsibilities include coordinating with sales for new business handoffs, driving retention, and guiding a high-volume service team while upholding regulatory compliance and client satisfaction.