[Hiring] Commercial Lines Support Account Manager @Keystone Agency Partners LLC

Role Description

The Commercial Lines Support Account Manager is a centralized, mobile servicing resource deployed across the organization to reduce backlogs, absorb overflow, and stabilize service quality for commercial accounts during periods of staffing gaps, peak season, or heavy renewal cycles. This role supports agency teams by performing hands‑on commercial lines servicing using standardized enterprise workflows, ensuring SLA compliance, audit-ready documentation, and a consistent client experience across all locations.

The position reports within the operations department and is expected to adhere to enterprise workflows, documentation standards, and servicing protocols to ensure alignment and consistency across all agencies.

Key Responsibilities

• Operate independently across varying agency environments, adapting quickly to local book compositions while consistently applying enterprise workflows and documentation expectations.
• Triage and clear commercial lines service backlogs including endorsements, certificates, evidence of insurance, loss run requests, audits, policy checks, billing inquiries, mid-term changes, and renewal preparation.
• Execute standardized workflows and standard operating procedures (SOPs).
• Assist with processing certificates of insurance at scale, maintain holder lists, manage rush requests, and apply industry‑standard quality controls.
• Support compliance-heavy commercial tasks such as surplus lines documentation, TRIA forms, MVR requests, premium audits, and carrier-specific requirements.
• Communicate directly with clients, underwriters, producers, and account managers to acknowledge requests, set expectations, and provide updates following standardized templates and communication protocols.
• Coordinate remarketing efforts for accounts triggered by premium changes, poor loss performance, underwriting changes, or client request.
• Document all servicing work in the AMS with consistent activity codes, checklist completion, attachments, and audit‑ready detail.
• Identify and escalate E&O risks, bottlenecks, unresolved carrier issues, or documentation gaps.
• Support agency teams during staffing transitions by temporarily managing assigned servicing queues and meeting defined SLAs.

Deployment & Coordination

• Assignment Model: Deployed for short-term engagements, supporting one or multiple locations virtually or on-site depending on needs.
• Handoffs: At the conclusion of each deployment, will provide a complete documented wrap‑up including open items, next steps, renewal statuses, client commitments, and file artifacts. Recommendations for backlog and long-term improvement will also be included and shared with Director of Product Management, P&C and Surety.

Qualifications

• Minimum of 3-5 years of commercial lines agency servicing experience.
• Active Property & Casualty license required.
• Strong commercial lines knowledge across major lines (GL, Property, Auto, WC, Umbrella, Inland Marine, Cyber, and Professional Liability).
• Ability to manage complex commercial accounts including multi-state, multi-location, fleet-heavy, or loss-sensitive programs.
• Expertise in issuing certificates, processing endorsements, preparing renewals, and coordinating commercial marketing submissions.
• Experience supporting middle-market or complex commercial accounts preferred.
• High throughput and accuracy - comfortable operating from structured backlogs or SLA-driven queues.
• Proficiency with Microsoft 365 (Outlook, Teams, Excel) and AMS workflows.
• Advanced proficiency in the Agency Management System (Applied Epic), carrier portals, and document processing tools.
• Strong client communication skills, including expectation-setting and issue de-escalation.
• Excellent attention to detail with audit-ready documentation habits.
• Ability to immediately adapt to different team styles, workflows, and book compositions while upholding enterprise standards.
• Strong organizational and prioritization skills across competing deadlines.
• Ability to work independently and collaboratively.
• Ability to travel 10-15%, depending on assignment needs.
• Ability to pass a criminal background check, as permitted by law.

Remote Work Environment

• Preference given to candidates in Eastern or Central U.S. time zones.

Salary Transparency Statement

In accordance with state and local pay transparency laws, we will provide the applicable salary range upon request to candidates who reside in jurisdictions where such disclosure is required.

Benefits

• Competitive Salary
• Health Insurance Plans (PPO, HSA, Copay Options)
• Dental Insurance
• Vision Insurance
• Company Paid Disability Insurance
• Supplemental Insurance including Critical Illness, Accident, Legal, Pet Insurance
• 401(k) with Safe Harbor Match
• Paid Time Off
• Paid Holidays

No Solicitation Notification to Agencies

Please note that Keystone and our Partner Agencies do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, Keystone will not consider or approve payment to any third parties for hires made.