Job Description

Account Manager – Commercial Lines Department

Position Overview

The Commercial Lines Account Manager is responsible for independently managing and developing client relationships through timely, professional service and efficient handling of new and renewal business. This includes quoting, applications, claims processing, policy changes, and general inquiries. Account Managers are expected to manage accounts comprehensively and stay current on industry trends, product offerings, regulations, and technology.

Work Environment & Department Structure

This position reports to the Team Leader and is part of the Commercial Lines Department, which includes Client Service Agents and Account Managers. Collaboration with Producers and other staff is key to supporting client needs and agency initiatives. The role operates in a high-pressure, fast-paced environment with frequent interruptions. Success requires completing complex, multi-step tasks with speed and accuracy. The position is based in our Winchester, VA office with minimal travel required for training, community involvement, or agency events.

Tier Structure

Employees are assigned a tier (I, II, or III) based on experience, tenure, knowledge, and responsibilities. Each tier corresponds to different expectations and compensation levels.

• Tier I
  Manages a smaller book of business with less complexity. May need guidance while learning internal processes and expanding product/carrier knowledge. Requires a minimum of 5 years of relevant insurance experience.

• Tier II
  Oversees a larger, more established book of business. Works independently on standard processes and coverage, though may still require support on complex accounts. Should have at least 7 years of experience and be actively pursuing industry designations.

• Tier III
  Independently handles a full book of business. Recognized expert in agency processes, coverages, and carriers. Provides mentorship to junior staff and has expertise in a specific market niche (e.g., Agriculture or Bonds). Requires a minimum of 10 years of experience and at least one industry designation.

Primary Responsibilities

• Analyze current client accounts for risk exposure and recommend coverage in coordination with the Producer.

• Provide technical and coverage analysis support to Producers.

• Prepare and submit applications, follow up on quotes, and issue related documentation (binders, policies, endorsements, certificates).

• Ensure all policy documents are accurate and delivered to clients with proper communication.

• Process renewals, audits, claims, and cancellations efficiently.

• Advise clients on claims processes and follow up with carriers.

• Promote cross-selling opportunities and inform clients of all available coverage options.

• Participate in client and prospect meetings with Producers as needed.

• Stay informed on commercial insurance products, underwriting, industry changes, legislation, and technology.

• Share knowledge and support the professional growth of team members.

• Complete additional tasks and projects as assigned.

Required Skills & Qualifications

• Client Service: Strong focus on assessing client needs, delivering high-quality service, and ensuring satisfaction.

• Administrative Skills: Proficiency in office procedures, document handling, and file management.

• Technical Proficiency: Strong computer literacy with experience in Microsoft Office, email systems, agency management systems, and digital filing.

• Time Management: Excellent organizational skills and ability to prioritize tasks effectively.

• Communication: Strong written and verbal communication skills tailored to client preferences.

• Attention to Detail: Ability to produce accurate, high-quality work with minimal oversight.

• Problem Solving: Analytical thinking and initiative to resolve issues and propose solutions.

• Teamwork: Builds and maintains effective working relationships with colleagues, clients, carriers, and partners.

• Professionalism: Maintains a polished, enthusiastic, and cooperative demeanor.

• Adaptability: Stays informed about industry updates and seeks out continuous learning opportunities.

• Community Engagement: Participation in community service and volunteer activities is encouraged and supported.

Position Requirements

• Relevant insurance experience as defined by the tier structure.

• Prior client service experience preferred.

• Completion of 2 years of college coursework or possession of an industry-specific designation is preferred.

• Active Property & Casualty Insurance License or ability to reinstate within 30 days of hire.

• Valid driver’s license.

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