Sr. Commercial Insurance Account Manager

Salem Five is a growing regional financial services organization with a rich history of over 170 years.  As an independent bank, we are deeply rooted in the communities we serve and offer our employees successful and rewarding careers.

At Salem Five Insurance, you will be part of a team that delivers more than just coverage, we provide peace of mind to the clients we serve. With experienced professionals across six Massachusetts offices and access to a broad network of trusted carrier partners, we work together to create tailored insurance solutions that reflect each client’s unique goals and values. Whether supporting families, businesses, or individuals with complex needs, you will play a key role in delivering clarity, care, and professionalism every step of the way.

This position can be based in our Woburn, Danvers, Gloucester, Plymouth or Norwood office. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Client Account Management:

• Manage a diverse and complex book of top-tier Commercial Lines clients, providing tailored and proactive service.
• Respond promptly to client inquiries and issues regarding their insurance policies, coverages, and claims with professionalism and accuracy.
• Develop and maintain strong, long-term relationships with clients to ensure ongoing satisfaction and retention.
• Work collaboratively with Commercial Lines Producers.
• Attend carrier and Leadership Meetings.
• Maintain carrier knowledge pertaining to carrier policies, procedures relating to underwriting, rating, and billing.

Policy Processing and Administration:

• Oversee the processing of new policies, renewals, endorsements, and cancellations for Commercial Lines accounts, ensuring accuracy and timeliness.
• Work closely with underwriters to resolve any discrepancies or issues in policy servicing.
• Ensure all policy documentation is comprehensive, accurate, and compliant with regulatory requirements.
• Receive and process client requests via telephone, email, mail, or walk-in to include completing paperwork, entering, and updating account information on insureds’ risk file, requesting endorsements, completing RMV paperwork, and confirming vehicles registered.
• Handle Agency Bill accounts which include working with brokers to secure quotes, collecting signed documentation, billing, and collecting client payment.
• Follow expiration lists to assure policy renewal.

Client Service and Support:

• Serve as a trusted advisor to clients, helping them understand their insurance needs and guiding them through their options.
• Address and resolve escalated client complaints or concerns quickly and efficiently, ensuring client satisfaction. Advise Commercial Lines Leadership and Producers regarding key issues.
• Act as a liaison between Producer, client, and insurance carrier, facilitating effective communication and resolution of issues.
• Maintain professional relationships with clients, agency personnel and company staff via prompt, courteous, knowledgeable, and accurate service.
• Answer client inquiries as needed relating to their policies, such as account status, coverage, and premium information.
• Apply knowledge of products and services to best meet client needs.
• Maintain contact with clients so their renewal policies reflect current values and their coverage is broadened where applicable.
• Send renewal letter with each policy advising recommendations, including offering to secure quotes for lines of insurance the client currently does not have in their commercial lines insurance portfolio.
• Review client renewals for accuracy.
• Prepare price quotes for new and existing clients as requested.

Sales and Business Development:

• Identify and pursue opportunities for cross-selling and upselling additional Commercial Lines products and services.
• Support the acquisition of new business by participating in sales initiatives and providing expertise during the quoting and proposal process.
• Engage in retention strategies to maintain and grow the existing client base.
• Understand and support the agency’s sales policies and procedures so as to provide pro