Bilingual Insurance Account Manager

• Serve as a primary point of contact for existing customers.
  
  
• Provide professional and friendly customer service in English, Russian, and/or Ukrainian.
  
  
• Build and maintain long-term relationships with customers.
  
  
• Respond promptly to customer inquiries through phone calls, emails, and text messages.
  
  
• Proactively follow up with customers regarding pending requests.
  
  
• Schedule and conduct insurance policy reviews.
  
  
• Educate customers about their insurance coverage, deductibles, discounts, and available options.
  
  
• Ensure customers receive clear, accurate, and timely information.
  
  

• Assist customers with auto, homeowners, renters, rental dwelling, umbrella, life, and other insurance products as appropriately licensed.
  
  
• Process and follow up on policy changes, including vehicle replacements, driver changes, address updates, and coverage adjustments.
  
  
• Assist customers with billing questions, payment concerns, and cancellation requests.
  
  
• Monitor pending policy transactions and follow through until completed.
  
  
• Coordinate with underwriting and State Farm service departments regarding outstanding requests.
  
  
• Review policy renewals and identify accounts requiring attention.
  
  
• Maintain accurate customer records and documentation in ECRM.
  
  
• Follow all State Farm procedures and applicable insurance regulations.
  
  

• Identify customers at risk of cancellation or nonrenewal.
  
  
• Contact customers regarding premium increases, billing concerns, and policy changes.
  
  
• Proactively offer insurance reviews to ensure customers have appropriate coverage.
  
  
• Follow up on unresolved service concerns and customer complaints.
  
  
• Assist customers in exploring available discounts and coverage options.
  
  
• Maintain strong customer relationships to improve retention and satisfaction.
  
  
• Participate in customer retention campaigns and outreach initiatives.
  
  

• Identify opportunities to provide additional insurance protection to existing customers.
  
  
• Recommend appropriate insurance products based on customer needs.
  
  
• Generate cross-selling opportunities for auto, home, renters, life, umbrella, and other available insurance products.
  
  
• Prepare quotes and explain coverage options.
  
  
• Follow up on pending quotes and applications.
  
  
• Conduct account reviews to identify potential coverage gaps.
  
  
• Meet established monthly sales and account development goals.
  
  
• Work collaboratively with the sales team to support agency growth.
  
  

• Fluent English and Russian OR Ukrainian (required).
  
  
• Ability to communicate professionally with customers in both languages.
  
  
• Excellent customer service and interpersonal skills.
  
  
• Strong organizational and time-management abilities.
  
  
• Excellent attention to detail and problem-solving skills.
  
  
• Ability to manage multiple customer requests and priorities.
  
  
• Strong verbal and written communication skills.
  
  
• Comfortable using computers, email, and CRM systems.
  
  
• Dependable, accountable, and self-motivated.
  
  
• Ability to work independently and collaboratively.
  
  
• Active Property & Casualty insurance license or willingness to obtain one before performing licensed duties.
  
  

• Fluency in English, Russian, and Ukrainian.
  
  
• Previous insurance industry experience.
  
  
• Experience working in a State Farm agency.
  
  
• Active Property & Casualty and Life & Health insurance licenses.
  
  
• Previous customer service, account management, or sales experience.
  
  
• Familiarity with ECRM and insurance processing systems.
  
  
• Experience with customer retention and cross-selling.
  
  

• Enjoys helping people and building meaningful relationships.
  
  
• Takes ownership of customer requests from beginning to end.
  
  
• Communicates proactively rather than waiting for customers to follow up.
  
  
• Is comfortable discussing insurance products and identifying customer needs.
  
  
• Works efficiently while maintaining accuracy.
  
  
• Is detail-oriented and follows through on commitments.
  
  
• Is comfortable speaking with customers in English and Russian or Ukrainian.
  
  
• Is motivated by both customer satisfaction and agency growth.
  
  
• Takes initiative and works well without constant supervision.
  
  
• Values teamwork, accountability, and professionalism.
  
  

• Accountability: Taking responsibility for our work and following through on commitments.
  
  
• Communication: Keeping customers informed and responding promptly.
  
  
• Teamwork: Supporting one another to achieve agency goals.
  
  
• Professionalism: Treating every customer with respect and care.
  
  
• Growth: Continuously improving our skills, knowledge, and performance.