Small Business Commercial Lines Account Manager

Overview
At AAA Western and Central New York, Associates are dedicated to providing members with a satisfying experience and high-quality automotive, travel, insurance, and other products and services. We seek individuals who demonstrate compassion, empathy, and unsurpassed service.

Benefits

Medical, Dental, Life and AD&D Insurance

Flexible work schedules

Pre-Tax & Roth 401(k) plan with company match

Health Spending Accounts with company contribution & Flexible Spending

Company paid short-term & long-term disability

Paid time off

Tuition reimbursement & company-paid training programs

FREE AAA membership & travel/product discounts

Paid Volunteer Time Off

Job Responsibilities

35% Client Management: Serve as the primary point of contact for assigned commercial insurance clients, delivering responsive and professional service.

Address client inquiries related to policies, billing, certificates, endorsements, coverage questions, and service requests. Develop and maintain strong client relationships to support retention, satisfaction, and long-term account growth. Proactively communicate with clients regarding policy changes, renewal timelines, documentation needs, and service updates. Coordinate with carriers, producers, and internal teams to ensure timely resolution of client needs. Educate clients on various commercial insurance products and recommend suitable coverage options.

35% Policy & Account Management: Process policy transactions including new business, renewals, endorsements, cancellations, reinstatements, and policy updates. Maintain accurate and up-to-date client records within agency management systems (AMS) and CRM platforms. Prepare and distribute certificates of insurance, evidence of coverage, policy documents, and related correspondence. Ensure policy documentation and servicing activities are completed accurately and within established timelines and workflows.

Support account rounding and renewal preparation activities to ensure smooth client servicing processes. Assist clients in filing insurance claims and provide guidance throughout the claims process. Re-shop renewal accounts presenting replacement options to sales teams.

20% Quality, Accuracy & Operational Excellence: Maintain high standards of accuracy, compliance, and attention to detail across all servicing activities and documentation. Conduct risk assessments to identify coverage gaps or opportunities for additional protection. Follow agency procedures, carrier guidelines, and regulatory/legal requirements to minimize errors and support quality assurance initiatives.

Participate in process improvement efforts to enhance efficiency, consistency, and client experience. Monitor workloads and prioritize tasks effectively to meet service expectations and departmental standards. Support data integrity within agency systems through timely and accurate documentation. Collaborate with underwriters and carriers to ensure clients receive the best possible terms and coverage.

10% Sales Support: Work closely with the sales team to identify opportunities for cross-selling and upselling insurance products. Support business development efforts by providing expert insurance advice and facilitating client onboarding. Maintain relationship with commercial carriers to determine placement appetite and exception rules. Monitor commercial carrier market and make recommendations for appointments and placement to sales teams.

Provide assistance to non-commercial customers via the phone and/or branch as needed. Assist in gathering underwriting information and documentation to support new business and renewal marketing activities.

Job Specific Requirements

Responsible to obtain and maintain the required license or certification in an active status.

Knowledge of commercial insurance products, including property, liability, workers’ compensation, and professional liability.

Strong communication, negotiation, and customer service skills.

Ability to manage multiple clients and priorities in a fast-paced environment while operating independently and displaying expert-level proficiency in minimizing errors & problem solving.

Ability to work evenings, weekends, & events as required by business need/leadership directive.

Working knowledge of computer software and ability to effectively navigate multiple systems.

Physical Requirements

Ability to perform routine office tasks that include operating a computer for long periods, sitting, filing, and communicating on the phone.

Ability to perform all physical functions consistent with travel, including sitting in airplanes and driving for long periods.

Must be able to lift, carry, push, pull a maximum of 30 lbs.

Starting pay range: $27.62-30.69 per hour.

This position does not offer visa sponsorship now or in the future.

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