The Heritage Group is seeking a knowledgeable, organized, and client-focused Commercial Lines Insurance Account Manager to join our growing agency.

In this role, you will serve as a trusted point of contact for commercial clients, helping them navigate coverage questions, policy changes, renewals, billing matters, and claims. You will work closely with clients, producers, underwriters, carrier representatives, and other members of our service team to deliver timely, accurate, and professional support.

The ideal candidate is an experienced insurance professional who takes ownership of client needs, communicates clearly, follows through consistently, and understands the importance of accuracy in every transaction.

What Success Looks Like

A successful Commercial Lines Insurance Account Manager at The Heritage Group:

• Develops trusted, professional relationships with clients.

• Responds promptly and communicates clearly.

• Takes ownership of client requests through completion.

• Anticipates renewal needs rather than waiting for deadlines to become urgent.

• Produces accurate, complete, and well-documented work.

• Identifies missing information and potential coverage concerns.

• Explains complex insurance matters in language clients can understand.

• Keeps producers and team members informed of important account developments.

• Remains organized and solutions-focused when priorities change.

• Contributes positively to the agency’s client service standards and team culture.

• Manage the day-to-day service needs of an assigned book of commercial insurance clients.

• Build strong client relationships by providing responsive, professional, and knowledgeable service.

• Process policy changes, endorsements, renewals, and account updates accurately and promptly.

• Review policy documents and carrier correspondence for accuracy, completeness, and required follow-up.

• Explain insurance coverage, billing matters, premiums, and policy changes in clear, client-friendly language.

• Assist clients with renewal information, applications, exposure updates, and supporting documentation.

• Proactively monitor renewal timelines and follow up with clients and carrier partners to keep work moving forward.

• Work with producers and internal team members to identify changing exposures and potential coverage needs.

• Communicate with underwriters and carrier representatives regarding policy requirements, coverage questions, billing issues, and account updates.

• Assist clients with reporting claims and facilitate communication among clients, claims adjusters, and carriers.

• Maintain complete and accurate client records, activities, documents, and correspondence in the agency management system.

• Stay informed about carrier products, underwriting requirements, coverage changes, and insurance industry developments.

• Handle confidential client and agency information with professionalism and discretion.

• Support teammates and contribute to a collaborative, solutions-focused work environment.

Required

• Active New York State Property and Casualty insurance license.

• Commercial lines insurance experience in account management, customer service, underwriting support, or a related role.

• Working knowledge of commercial insurance coverages and policy documents.

• Strong written and verbal communication skills.

• Excellent organization, prioritization, and follow-through.

• Consistent attention to detail and commitment to accurate documentation.

• Ability to manage multiple client requests, renewal activities, and deadlines.

• Professional judgment when handling confidential or sensitive information.

• Proficiency with Microsoft Outlook, Word, and Excel.

• Ability to work independently while contributing to a team-oriented office environment.

• High school diploma or equivalent.

Preferred

• Three or more years of commercial lines account management experience.

• Experience managing a book of commercial insurance clients.

• Experience using an agency management system and carrier portals.

• Familiarity with commercial applications, certificates of insurance, endorsements, audits, loss runs, and renewal documentation.

• Experience working in an independent insurance agency.

• CIC, CISR, ARM, CPCU, or another recognized insurance designation.

The Heritage Group has been providing insurance services, solutions, and professional advice to businesses and individuals since 1993. Our approach is highly consultative, leveraging over 100 plus years of combined experience in designing and implementing innovative, comprehensive insurance solutions.

Benefits

• 401(k) employer matching: 4%

• Health Insurance, employer-paid 100%

• Life insurance, employer-paid 100%

• Dental and vision insurance are offered

• Generous vacation, sick, and personal paid time off