Account Representative - Personal Lines

At AAA Western and Central New York, our Associates are committed to providing our members with a totally satisfying experience. Therefore, we seek Associates who are dedicated to this purpose, people who truly demonstrate compassion, empathy and unsurpassed service. These are the people that help us create a loyal membership base that strengthens our mission—to be our members’ most trusted provider of high quality automotive, travel, insurance and other relevant products and services that offer safety, security, peace of mind, value and convenience.

AAA Western and Central New York is regularly recognized as one of the best & healthiest places to work in the WNY & CNY area. In addition to a market competitive salary, Associates are eligible for a wide selection of benefits (dependent upon position) including:

• 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 Accounts
• 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 

40% Client Service & Front-Line Support: Serve as an initial point of contact for personal lines clients by answering incoming calls, responding to basic inquiries and directing clients to the appropriate team member when needed. Assist clients with routine service requests including billing questions, policy document requests, ID cards and payment inquiries. Provide professional, friendly and timely customer service to support a positive client experience. Maintain strong working relationships with clients through responsiveness and follow-through. Escalate complex coverage, handle claims inquiries with compassion or escalate complex service concerns to a tenured member of the team or leadership as appropriate. Support overall success of the office by assisting team members with administrative and service-related tasks as needed. Coordinate client communication and routing to appropriate departments or licensed staff members. Maintain a proactive sales and client service approach during all client interactions, including calls, emails, and text communications, by identifying opportunities for additional AAA product offerings and account rounding based on a review of the client’s portfolio. Document relevant recommendations and discussions within the agency management system.

25% Sales Support & New Business: Contribute meaningfully to agency growth while maintaining service responsibilities. Identify cross-sell, upsell and account rounding opportunities during service and renewal interactions. Support new business development efforts by providing product expertise, quoting support and onboarding assistance. Independently write new personal lines business where appropriate, collaborate on risks with peers and contribute to defined sales expectations. Maintain productive relationships with personal lines carriers, understanding appetite, placement, guidelines and exceptions. Collaborate with the producer/principal and sales team on shared opportunities, overflow leads or complex placements.

20% Policy Processing & Administrative Support: Support the servicing of personal insurance accounts through processing of basic policy transactions including basic endorsements, cancellations, reinstatements, document handling and policy updates. Assist with preparation and distribution of certificates, auto ID cards, policy documents and renewal information. Accurately update and maintain client records within agency management systems (AMS) and CRM platforms with all client related calls. Assist with data entry, task management, follow-up activities and electronic filing to support efficient agency operations. Coordinate documentation and information between clients, carriers and internal team members.

15% Quality, Accuracy, & Operational Support: Maintain high standards of accuracy, compliance and operational integrity across all work. Conduct ongoing semi and annual review of policies and accounts to identify gaps in coverage, errors or opportunities for improved protection. These will be sent to the senior servicer and owner/producer for review. Follow established agency procedures, workflows and carrier guidelines to ensure compliance and consistency. Maintain organized, accurate documentation of all client interactions and transactions with proper documentation in the agency management system. Review completed work for accuracy and completeness prior to processing and flag follow-ups on the agency management system when applicable. Support operational efficiency by prioritizing assigned tasks and meeting service timelines. Remain knowledgeable of regulatory changes, carrier updates, and agency workflows to ensure compliance and operational efficiency. Team member feedback and process improvement suggestions are encouraged to support continuous improvement and enhance the ease of doing business. Confirm that all client policy inquiries are from individuals with a valid interest in the policy before sharing any personal or policy information. Applies to all communication methods, including phone calls, emails, and text messages.

• NYS Personal Lines Insurance license required
• Responsible to obtain and maintain the required license or certification in an active status
• Meet required E&O expectations
• Able to display working knowledge of carrier offerings, processes, and requirements
• Ability to manage multiple clients and priorities in a fast-paced environment, while operating independently and displaying advanced level of proficiency in minimization of 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
• Ability to remain effective under pressure during high-volume periods, resolve problems promptly, and de-escalate member concerns
• Ability to multitask in various areas of insurance sales and service

• Ability to perform routine office tasks that includes operating a computer for long periods of time, 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 of time
• Must be able to lift, carry, push, pull a maximum of 30 lbs

Starting pay range: $22.10 - 24.55 per hour

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