Personal Lines Account Manager I


Provide excellent customer service to an assigned book of business. This position works closely with Benefits Account Team to deliver proactive service and manage client benefit programs. Typical functions of this role include managing day to day service requests, assisting with the renewal process, preparing client materials and working closely with Account Executive(s) and Benefit Consultants on client related tasks and projects.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be required.

    • Marketing and Renewals: Collect information to prepare marketing RFPs from client and carriers. Obtain quotes for all lines of coverage and prepare spreadsheet for account team to review. Follow renewal checklist to insure proper timelines are met for renewal deliverables. Account Manager will work with the Account Team (Consultant / Account Executive) to insure deliverables are completed properly and timely.
    • Implementation: Assist with carrier implementation, including carrier paperwork, client census, billing set up, and carrier connections, if applicable.
    • Benefit Materials: Prepare Employee Benefit materials for Open Enrollment, including flyers, communications, Benefit Guide and other educational materials as needed.
    • Technology: Work with Account Team to determine technology needs and identify solutions for clients. Assist with implementation, data sharing and eligibility management as needed.
    • Eligibility Management: Act as primary liaison between client, carrier and outside vendors in processing eligibility changes accurately and timely.
    • Benefits Team: Actively participate in internal meetings, contribute appropriately in a collaborative manner. Communicate thoroughly and clearly with all team members concerning workflows and projects.
    • System Management: Effectively and accurately document all activities and correspondence within the EPIC system per the agency workflow.
    • Exhibit behavior with team, vendors, carriers and clients that intentionally advances our culture.
    • Take ownership and full responsibility for maintaining a book of business, working directly with clients on service needs and account management. Learn account rounding and up-selling on assigned book.
    • Maintain a customer retention goal of 85% or higher on the assigned book of business.


    Must follow all agency workflows, guidelines, and procedures including, but not limited to the contents of the Associate Handbook. Maintain a professional image at all times. Display personal accountability and understand the impact of emotional maturity on internal and external clients. Manage time and prioritize daily workloads to meet agency standards; request assistance when needed. Actively listen to teammates suggestions and participate in all team meetings.


    • This job description is intended to describe the level of work required of the person performing the job.
    • Essential functions are outlined; other duties may be assigned as needs arise or as required to support the agency’s essential functions.
    • This description is not intended as a contract and is subject to unilateral change and revision by management
    • All requirements may be modified to reasonably accommodate physically or mentally challenged associates.


    This job has no supervisory responsibilities.


    To perform this job successfully, an individual must be able to perform each essential duty at a satisfactory level. The requirements listed below are representative of the knowledge, skill, and/or ability required.


    • An achiever - driven to accomplish the goals set before him/her
    • Thrives by building relationships with whom he/she works
    • Highly organized & accurate
    • Independent thinker, offering suggestions for new and forwarding practices
    • Handles many simultaneous projects efficiently and effectively
    • Operates in a fast-paced, energetic environment and welcomes change
    • Creates or modifies processes/procedures to simplify tasks
    • Strong communication skills (verbal and written forms; on the phone and in person)
    • Contributes to and flourishes in a team environment; works with team members who perform similar jobs and/or complimentary roles


    Minimum 2 years experience in Group Benefits working on the agency side or the carrier side, or comparable experience. Four year college degree preferred or equivalent work experience. Must be able to work independently and build strong client and company relationships.


    Texas Life & Health License is required. Keep license current by proactively maintaining CE hours. Working to complete the ACSR/LH designation.


    Actively seek industry information relevant to group benefits. Must posses expanding knowledge of coverage options pertaining to group benefits along with comprehension of those coverages.


    Possess an intermediate knowledge of Windows and Microsoft Office, specifically Excel, PowerPoint and Publisher. Ability to learn new systems and programs, such as CodeSixFour and other carrier specific applications. Understand all agency applications and software packages and their functions. Intermediate knowledge and functionality of EPIC. Ability to effectively access, navigate, and utilize all standard carrier websites.


    Must be deemed to effectively speak, read, write, and comprehend English. Exercise judgment of proper verbal and written communication skills for a professional environment. Effectively learn who, how and what to ask to get information needed.


    Possess basic math skills and able to perform these basic operations using units of American money.

    Calculate premiums based on exposures and rates, and apply payments and/or refunds to specific invoices and item numbers.


    Understand the background & vision of HIA and the importance of your individual LMS track. Actively use LMS track. Comprehend how personal performance impacts various agency functions and the company as a whole. Aware of and how other’s job functions relate to your job functions regarding agency operations and of counterparts in the other locations.


    Apply common sense understanding to carry out detailed written or oral instructions. Identify and deal with problems involving a few concrete variables in standardized situations. Anticipate and resolve future problems before they occur. Take ownership of a problem and provide resolution beyond conventional solutions (think outside of the box). Solicit assistance from your team when necessary. Think and act at all times in the best interest of the Agency, Customers, and Carriers.


    The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this job, the associate is regularly required to talk or hear. The associate frequently is required to sit and use hands to operate computer keyboard and telephone. The associate is occasionally required to stand, walk, and reach with hands and arms. The associate must occasionally lift and/or move up to 25 pounds.


    The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    This position works in a typical office environment. The noise level in the work environment is usually moderate.

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