Keystone Agency Partners

Personal Lines Support Account Manager

Keystone Agency Partners

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Operate independently across varying agency environments, adapting quickly to local book compositions while consistently applying enterprise workflows and documentation expectations.
  • Triage and clear personal lines service backlogs including endorsements, evidence of insurance, mortgagee updates, billing inquiries, ID card requests, cancellations, reinstatements, policy checks, and renewal preparation.
  • Execute standardized workflows and standard operating procedures (SOPs).
  • Assist with processing evidence of insurance at scale, maintain lender/mortgagee lists, manage rush requests, and apply industry standard quality controls.
  • Support heavy personal lines tasks such as underwriting documentation, carrier-required forms, driver/membership updates, and review of inspection or eligibility requirements.
  • Communicate directly with clients, carriers, producers, and account managers to acknowledge requests, set expectations, and provide updates following standardized templates and communication protocols.
  • Coordinate remarketing efforts for accounts triggered by premium changes, eligibility issues, underwriting changes, or client request.
  • Document all servicing work in the AMS with consistent activity codes, checklist completion, attachments, and audit ready detail.
  • Identify and escalate E&O risks, bottlenecks, unresolved carrier issues, or documentation gaps.
  • Support agency teams during staffing transitions by temporarily managing assigned servicing queues and meeting defined SLAs.
  • Deployed for short-term engagements, supporting one or multiple locations virtually or on site depending on needs.
  • At the conclusion of each deployment, provide a complete documented wrap up including open items, next steps, renewal statuses, client commitments, and file artifacts. Recommendations for backlog and long-term improvement will also be included and shared with the Director of Product Management, Personal Lines.

Requirements

  • Minimum of 3-5 years of personal lines agency servicing experience.
  • Active Property & Casualty license required.
  • Strong personal lines knowledge across major lines (Homeowners, Auto, Umbrella, Dwelling Fire, Recreational Vehicles, Specialty Personal Lines, and High Net Worth carriers/programs).
  • Ability to manage complex personal lines accounts including multi location households, tiered carrier programs, high-value homes, and accounts with multiple drivers/vehicles or specialty exposures.
  • Expertise in issuing evidence of insurance, processing endorsements, preparing renewals, and coordinating personal lines remarketing submissions.
  • Experience supporting high net worth or complex personal lines accounts preferred.
  • High throughput and accuracy - comfortable operating from structured backlogs or SLA-driven queues.
  • Proficiency with Microsoft 365 (Outlook, Teams, Excel) and AMS workflows.
  • Advanced proficiency in the Agency Management System (Applied Epic), carrier portals, and document processing tools.
  • Strong client communication skills, including expectation-setting and issue de-escalation.
  • Excellent attention to detail with audit-ready documentation habits.
  • Ability to immediately adapt to different team styles, workflows, and book compositions while upholding enterprise standards.
  • Strong organizational and prioritization skills across competing deadlines.
  • Ability to work independently and collaboratively.
  • Ability to travel 10-15%, depending on assignment needs.
  • Ability to pass a criminal background check, as permitted by law.
Benefits
  • Competitive Salary
  • Health Insurance Plans (PPO, HSA, Copay Options)
  • Dental Insurance
  • Vision Insurance
  • Company Paid Disability Insurance
  • Supplemental Insurance including Critical Illness, Accident, Legal, Pet Insurance
  • 401(k) with Safe Harbor Match
  • Paid Time Off
  • Paid Holidays
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
personal lines agency servicingissuing evidence of insuranceprocessing endorsementspreparing renewalscoordinating personal lines remarketing submissionsmanaging complex personal lines accountshigh throughput and accuracyaudit-ready documentationSLA-driven queuesdocument processing
Soft Skills
client communicationexpectation-settingissue de-escalationattention to detailorganizational skillsprioritization skillsindependent workcollaborative workadaptabilityproblem-solving
Certifications
Property & Casualty license