Personal Lines Account Manager Specialist in Westfield, Massachusetts at Greylock Federal Credit Union

Greylock Insurance Agency

Position Title: Personal Lines Account Manager Specialist

Department: GIA

Work Arrangement: Hybrid (Berkshire or Westfield Office-4 days in-office; Wednesdays remote)

Bilingual: Perferred not required-Bilingual employees are eligible to receive a stipend in addition to the posted pay range below after completing a proficiency test.

Sign on bonus: $1,500.00 sign on bonus available for full-time employment. Eligibility for the bonus is $500 after successful completion of onboarding/training to be paid with two months of service, and $1,000 after 6 months of continued full-time satisfactory service.

We are guided by our IDEA principles - Inclusion, Diversity, Equity, and Accessibility - to support a workforce that reflects our community. Our principles support Greylock’s mission and our goals of building a diverse workforce - reflecting multiple identities - and supporting the diverse communities we serve. We strive to ensure that the spaces in which we work and community members we engage are inclusive, while also upholding our cultural standards of psychological safety, respect, and collaboration in every interaction.

The Personal Lines Account Manager Specialist manages an assigned portfolio of personal lines customers, handling renewals, marketing, claims, and new business. This role requires independent decision-making, deeper product knowledge, and strong customer relationship skills to ensure retention, cross-sell growth, and alignment with Greylock’s service standards.

Essential Functions & Responsibilities:

30%

Manage assigned portfolio of personal lines accounts, including new business, renewals, policy changes, remarketing, and account retention activities.

25%

Collect underwriting data and prepare accurate submissions using carrier software and industry platforms. Classify risks properly, generate quotes, and recommend appropriate coverages to clients, ensuring proposals align with both customer needs and carrier guidelines.

20%

Manage new business opportunities generated through referrals, leads, or online inquiries by analyzing client needs, presenting coverage options, and binding policies that best fit their requirements. Maintain detailed records of prospecting activity.

15%

Identify and pursue cross-sell and up-sell opportunities by reviewing existing policies, explaining additional coverage benefits, and promoting complementary Greylock Credit Union products when relevant.

5%

Provide claims support by communicating directly with adjusters, assisting clients with documentation, and advocating for timely and fair claim resolutions. Educate clients on the process and follow up until closure.

5%

Participate in agency meetings, training sessions, and branch/community events by delivering insurance information and reinforcing Greylock’s value proposition.

The above is a description of the ordinary duties of the position. It should be expected that from time to time other duties, both related and unrelated to the above, may be assigned and, therefore, required.

Performance Measurements:

1. Effectively manages assigned portfolio to achieve strong customer retention.
2. Prepares accurate underwriting submissions and quotes in a timely manner.
3. Provides responsive and professional support during claims handling.
4. Achieves sales expectations through cross-sells, up-sells, and referrals.
5. Demonstrates professionalism and preparedness in presentations and community representation.

Knowledge and Skills:

Experience: 2–5 years of insurance experience in personal lines preferred.
Education: High school diploma or equivalent; additional insurance-related coursework preferred.
Licenses/Certifications: Producers license required within 3 months.
Interpersonal Skills: Strong communication and relationship-building skills; ability to work collaboratively in a team environment.
Technical/Other Skills: Proficiency in Microsoft Office Suite; familiarity with agency management systems; excellent organizational skills and attention to detail.

Key Competencies:

Customer Service

Problem Solving

Organizational Skills

Additional Competencies:
Sales & Influence

Time Management

Integrity & Moral Responsibility

Physical Requirements:
Must be able to remain in a stationary position for extended periods, operate a computer and other office equipment, travel to other offices for in-person training, and communicate effectively in person and virtually.

Work Environment:
Office setting with frequent interaction with customers, staff, and business partners. Occasional travel to other offices or community events required.

Salary Range:

The salary range for this role is $22.46 to $29.19. This is the salary range we in good faith believe we would pay for this role at the time of this posting. We may pay more than the posted range for exceptionally qualified individuals. An employee’s pay position within the pay band will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience (job and life), skills (specific and transferable), seniority, performance, and business organizational needs. This range may also be modified in the future.

Service and stability: With a history going back to the 1930s, Greylock has served and grown within the Berkshire County community for almost a century, building deep roots in the area and the lives of the members we serve. Now serving over 100,000 members, Greylock is committed to building a team that loves to put others first.

Opportunities to grow: We offer clear career pathways, ongoing training and upskilling, and a supportive culture that invests in your success. Here, your work is purposeful, values-driven, and makes a real impact in our community.

Benefits that work: Greylock offers competitive benefits and a range of opportunities to grow your career. Choose from two comprehensive medical plan options, along with FSA Medical/Dependent Care, HSA/HRA, dental, vision, and wellness benefits. Additionally, our generous benefits package includes 401k plans with employer match and employer pension contributions, PTO, employee incentive plans, and an opportunity for profit sharing. Greylock offers employer paid life insurance along with both short- and long-term disability. Per an individual’s need, additional life, accident, critical illness benefits, and pet insurance, may also be elected.

To be employed by Greylock Federal Credit Union employees must reside in one of the following states: Massachusetts, New York, Vermont, or Connecticut.

Review of the candidate pool for each opportunity with Greylock Federal Credit Union will begin on the fourteenth day of posting.