Personal Insurance Customer Service Representative
Job Description
The Personal Lines Account Manager delivers exceptional customer service by responding to client needs and handling account maintenance. Acting as the link between clients, Advisors, and insurance carriers, this role nurtures strong client relationships, oversees policy renewals, and supports client retention. With a consultative approach, the Account Manager works alongside the Personal Lines Team to meet EM Fords standards of client care. The Account Manager works to deliver an exceptional client experience to foster strong relationships through personalized solutions.
Benefits
Paid Time Off (PTO)
Work from Home
Health Insurance
Dental Insurance
Vision Insurance
Mon-Fri Schedule
Parental Leave
Responsibilities
Client Relationships + Superior Service
• Provide timely and professional support to meet client needs, following our agencys service standards
• Adhere to agency procedures in all responsibilities to ensure consistent quality
• Handle challenging client situations with empathy and assist to resolve issues promptly with client-focused solutions
• Build strong partnerships with insurance carriers, working toward shared goals to strengthen client relationships
Team Collaboration + Client Support
• Advise personalized insurance coverage options to meet client needs
• Expand client portfolios by adding new policies to existing accounts
• Collaborate with internal teams to ensure effective communication and client satisfaction
Policy Updates + Client Requests
• Communicate effectively in a fast-paced environment, handling client and carrier requests through various channels
• Efficiently manage service orders, answer account coverage questions, and provide policy information
• Respond compassionately to claim notifications while gathering necessary information, providing guidance and connecting clients with adjusters or carriers as needed
• Manage policy updates, endorsements, and proof of coverage submissions
• Follow up on activities, address cancellations to retain accounts, and refer clients for additional coverage opportunities
• Maintain professional development and required insurance licensure
Policy Renewals + Quoting Support
• Review coverage profiles and collaborate with Advisors to address insurance needs or issues
• Assist in preparing renewals, identifying potential coverage gaps or new insurance needs
• Act as a liaison between Advisors and carriers throughout the renewal process
• Educate and support clients to ensure understanding of their policies and options
• Work with internal teams to develop solutions, especially high-risk situations
• Build strong client relationships, gather feedback and support new business and upsell opportunities
Time Management + Results-Driven
• Prioritize tasks, follow through on issues and maintain daily updates in the Agency Management System
• Be punctual, dependable, and professional in handling client situations and commitments
• Align work with strategic goals, adapt to changes and manage competing demands
• Analyze data and apply experience to develop effective client solutions
• Utilize strong time management and organizational skills
• Other duties as assigned
Requirements
Required
• Core Values
• Integrity | It all starts here
• Excellence | Striving for it daily
• Team | We work for each other
• Client Success | Exceed expectations for clients to thrive
• Customer service and/or insurance industry experience
• Experience with Microsoft Office applications, with an emphasis on Excel, Outlook and Word
• Self-starter and team player who is open to feedback and can set priorities and meet defined goals
• Adapts quickly to new technologies and products
• Has a mindset for continually learning and improving
• Ability to effectively communicate and build long-term relationships
• Insurance license must be obtained within the first 60 days of employment and maintained throughout the course of employment
• All license costs will be covered by EM Ford
Preferred
• 2+ years of customer service and/or insurance industry experience
• Associate degree or equivalent applicable work experience
Screening
• Must complete a Pre-Employment Personality Assessment to analyze job compatibility
• Must complete a Background Check
Insurance
Other
Full-time