Personal Lines Account Manager

Mountcastle Insurance is a privately owned, independent insurance agency with offices in Lexington, Mount Airy, and Winston-Salem, NC. Mountcastle has provided insurance services in the Triad since 1890 serving commercial, group benefits, and personal lines clients.

1. SUMMARY

The Personal Lines Account Manager assists in the production of new accounts and the retention of existing accounts. They are responsible for maintaining strong customer relationships by handling personal lines insurance coverage inquiries with speed and professionalism.

2. ESSENTIAL JOB FUNCTIONS

• Answer customer calls and correspondence regarding new or existing insurance policies and service all claims.
• Work with prospects to pre-qualify and understand their needs, gather necessary data, research policy options, present options, finalize and bind new coverage, cancel old policies, and negotiate with carriers when necessary.
• Set appointments and/or client calls to review existing policies, revise liability limits, explore other coverage needs, evaluate replacement costs, round out accounts, and bind renewals.
• Confer with customers to provide detailed information about products and services, quote new business, process renewals and/or cancel accounts, take payments, and provide requested documentation.
• Actively solicit increases in coverage or rounding out accounts at every service contact.
• Resolve product or service issues by clarifying the customer's concern, determining the cause of the issue, selecting and explaining the best solution to solve the issue, expediting correction or adjustment, following up to ensure resolution.
• Maintain records of customer interactions and transactions, recording details of inquiries, comments, and actions taken in agency management system.

3. QUALIFICATIONS

• Active North Carolina Property & Casualty License
• Bachelor’s Degree or comparable work experience
• 2 years of account manager experience
• Strong computer skills, experience with AMS360 preferred
• Demonstrate strong customer focus and an excellent phone manner; display written and verbal communication skills
• Have a strong sense of urgency, attention to detail, organization, multi-tasking, and follow-up skills
• Demonstrate knowledge of insurance products and usages, rating procedures, underwriting procedures, coverages, and industry operations.

4. BENEFITS

• Bonus opportunities
• Hybrid work schedule
• Personal, vacation time, & paid holidays
• Health, Dental & Vision insurance
• 401(k) with company match
• Continuing Education and training opportunities