Small Business Commercial Lines Account Manager

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 

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. Maintains relationship with commercial carriers to determine placement appetite and exception rules. Monitors commercial carrier market and makes 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.

• 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 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 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: $27.62-30.69 per hour

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