Torchora
Back to Home

Key Responsibilities and Required Skills for Insurance Account Representative

💰 $40,000 - $65,000

InsuranceCustomer ServiceAccount ManagementSales

🎯 Role Definition

An Insurance Account Representative is responsible for managing a portfolio of personal or commercial insurance accounts, delivering proactive client service, processing policy transactions (quotes, renewals, endorsements), coordinating claims and billing, and supporting sales and retention objectives. This role serves as the primary contact for policyholders and brokers and requires strong insurance product knowledge, systems proficiency, and a customer-first attitude.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative (Insurance)
  • Insurance Sales Agent / Producer
  • Claims Processor or Policy Administrator

Advancement To:

  • Senior Account Representative
  • Account Manager / Key Account Manager
  • Underwriting Specialist
  • Sales Manager / Commercial Lines Manager

Lateral Moves:

  • Customer Success Manager
  • Broker or Agency Producer
  • Compliance or Risk Analyst

Core Responsibilities

Primary Functions

  • Serve as the primary point of contact for assigned client accounts, proactively managing communication and building long-term relationships to maximize retention and satisfaction.
  • Manage the full policy lifecycle: prepare and deliver quotes, bind coverage, issue policies, process endorsements and cancellations, and ensure accurate policy documentation in the policy admin system.
  • Lead the annual renewal process: gather client information, evaluate exposure changes, coordinate with underwriting, secure competitive terms, present renewal options, and obtain timely signatures.
  • Perform comprehensive account reviews to identify coverage gaps, suggest appropriate endorsements, and recommend product upgrades or cross-sell opportunities based on client risk profile and business objectives.
  • Coordinate with underwriters to obtain policy approvals, negotiate terms, clarify exposure details, and escalate complex underwriting issues as needed.
  • Administer premium billing and collections: generate invoices, reconcile account statements, handle payment plans, and resolve billing disputes in alignment with company policy and regulatory requirements.
  • Intake and triage claims: assist clients with claims reporting, coordinate with claims adjusters and third-party administrators, monitor claim status, and follow up to help expedite resolution.
  • Ensure compliance with state insurance regulations and company procedures during policy issuance, endorsements, cancellations, and renewals; maintain required documentation and audit trails.
  • Prepare, issue, and manage certificates of insurance, additional insured endorsements, and other proof-of-coverage requests in a timely and accurate manner.
  • Maintain accurate and up-to-date records of all account activity in CRM and policy administration systems; ensure data integrity for reporting and audit readiness.
  • Generate clear, professional proposals, coverage summaries, and policy comparisons that help clients and producers make informed decisions.
  • Monitor account performance and KPIs (retention rate, premium growth, cross-sell ratio, response times) and proactively address areas for improvement to meet departmental goals.
  • Resolve complex client issues and escalations by coordinating internal resources (underwriting, claims, billing, legal) and communicating resolution plans and timelines to the client.
  • Educate clients on policy terms, limitations, exclusions, and responsibilities; translate technical insurance language into plain English to improve client understanding.
  • Support sales and producer teams by preparing quotes, creating tailored client presentations, and participating in client meetings to close new business opportunities.
  • Conduct periodic risk assessments and assist clients in implementing loss control measures or risk mitigation recommendations in collaboration with risk control teams.
  • Process agency and carrier communications, endorsements, audit notices, and policy amendments; verify carrier billing and commission statements when necessary.
  • Participate in cross-functional projects such as system upgrades, process improvement initiatives, and compliance audits to enhance operational efficiency.
  • Train and mentor junior account staff or new hires on systems, procedures, and customer service best practices to ensure consistent service delivery.
  • Prepare account-level reports and executive summaries for management and producers, highlighting renewals, retention risks, premium trends, and action plans.

Secondary Functions

  • Support ad-hoc reporting requests and maintain account dashboards for producers and management.
  • Provide feedback to product and carrier teams on market trends, client needs, and competitive product gaps.
  • Participate in product launches and marketing campaigns by supplying account insights and target client lists.
  • Assist with internal and external audits by compiling documentation, responding to inquiries, and remediating identified issues.
  • Champion continuous improvement initiatives by recommending process automation, script updates, and knowledge-base enhancements.
  • Support corporate risk management initiatives by flagging high exposures and coordinating risk mitigation follow-up.
  • Maintain and update client-facing templates, forms, and FAQ resources to improve self-service and reduce inbound support volumes.
  • Coordinate with IT and vendor partners to resolve system issues affecting policy servicing and billing.
  • Attend client site visits or virtual reviews for high-value accounts to strengthen relationships and uncover new service opportunities.
  • Contribute to the development of training materials and participate in knowledge-sharing sessions across the account services team.

Required Skills & Competencies

Hard Skills (Technical)

  • Policy administration systems (experience with platforms such as Applied Epic, Vertafore AMS360, Duck Creek, or equivalent).
  • CRM proficiency (Salesforce, Microsoft Dynamics, or agency CRMs) to manage contacts, pipelines, and account activity.
  • Quoting and comparison tools for personal lines and commercial lines (experience with carrier portals and comparative raters).
  • Claims intake and tracking processes; familiarity with basic claims workflows and vendor coordination.
  • Billing, premium accounting, and reconciliation skills, including electronic payments and installment plan administration.
  • Strong working knowledge of property & casualty (P&C), commercial lines, or life & health insurance products relevant to the assigned portfolio.
  • Regulatory and compliance knowledge (state insurance filings, licensing requirements, privacy and data protection).
  • Microsoft Office suite (advanced Excel for reporting and pivot tables; Word and PowerPoint for proposals).
  • Certificate issuance and endorsements processing, including ACORD forms and evidence-of-insurance best practices.
  • Basic underwriting assessment skills—ability to interpret policy language, coverage limits, and exposure details.
  • Familiarity with digital customer service tools (chat, client portals, e-signature platforms).

Soft Skills

  • Exceptional verbal and written communication; ability to explain complex insurance concepts in plain language.
  • Customer-focused mindset with strong relationship-building and client retention abilities.
  • Proven problem-solving and conflict-resolution skills when handling escalations or billing disputes.
  • Sales orientation with consultative selling skills for renewals, endorsements, and cross-sell opportunities.
  • High attention to detail and accuracy in data entry, documentation, and policy processing.
  • Time management and organizational skills to prioritize high-volume, time-sensitive tasks.
  • Collaboration and teamwork—works effectively with producers, underwriters, claims, and billing teams.
  • Adaptability and resilience in a fast-paced, regulated environment with shifting priorities.
  • Ethical judgment and discretion when handling sensitive client and policyholder information.
  • Continuous learning mindset to stay current on product, regulatory, and systems changes.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent. Demonstrated insurance experience may substitute for formal education.

Preferred Education:

  • Associate's or Bachelor's degree in Business, Finance, Risk Management, Insurance, or a related field.

Relevant Fields of Study:

  • Insurance / Risk Management
  • Business Administration
  • Finance / Accounting
  • Communications
  • Marketing / Sales

Experience Requirements

Typical Experience Range: 1–5 years in insurance account servicing, agency operations, underwriting support, or related customer-facing insurance roles.

Preferred:

  • 3+ years of directly relevant insurance account or agency/account management experience.
  • Experience with commercial lines accounts or niche products (e.g., workers’ compensation, professional liability) as applicable to the role.
  • Active state insurance licenses or progress toward designations such as CISR, CPIA, or CPCU are a plus.
Explore More Careers