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Program Account Retention Manager


NJ - Matawan, PA - Newtown Square

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General Description:

The Program Account Retention Manager is primarily responsible for supervising and developing the assigned Professional Liability team servicing 1-4 attorney firms, comprised of Account Executives and Customer Service Reps.    The primary goal of the team is to service the renewal of a program policy for 1-4 size attorney firms to ensure achievement of the retention goals set by the company and carrier.  This includes ensuring carrier and company guidelines are adhered to; renewal process and underwriting practices are done in a timely, effective and accurate manner.  


  • Review and monitor insurance renewals to ensure appropriate market, coverage, limits and premium are met within the established underwriting guidelines, levels of authority, and compliance.
  • Maintain quality control of renewal expirations to avoid any lapse in coverage by ensuring team members are addressing renewals in a timely manner.
  • Ensure that service levels are met, and internally developed touch point plans are being executed.
  • Provide technical expertise in coordinating the service of existing clients through sales, account development, and problem solving in accordance with the objectives and procedures based on company Core Values and Standards.
  • Train staff on Professional Liability insurance coverage details, underwriting techniques, and quantitative/qualitative analysis concepts and procedures.
  • Collaborate with internal and external customers to answer questions and resolve problems in a timely and effective manner.
  • Directly manages assigned employees for the Team responsible for 1-4 attorney firms.
  • Identifies appropriate workflows and staffing to ensure appropriate productivity of unit;
  • Participates in recruiting, interviewing and hiring to ensure appropriate staffing;
  • Monitors performance levels of staff including conducting annual performance reviews, gauging performance and progress, establishing goals and disciplinary actions when needed and in accordance with company policy.
  • Meets with staff regularly to discuss departmental issues in order to identify trends/concerns both positive and negative, as well as to clarify current policies and procedures.
  • Addresses complaints and resolves issues.
  • Assists in development, specification of and implementation of a training program in order to provide training as needed on an ongoing basis. The goal is to ensure usage of appropriate procedures to ensure optimum performance and efficient operations.
  • Communicates and ensures adherence to company policies and applicable laws.
  • Monitors, manages and approves time and attendance to ensure appropriate staffing as well as ensuring proper reporting and compliance with Time and Attendance policy.

Knowledge, Skills and Abilities:

  • Bachelor’s degree from a 4-year college or university is preferred.  High School Degree or equivalent is required.
  • Commercial Underwriting experience is preferred; Professional Liability experience is helpful (Lawyers’ Professional Liability experience is very helpful).
  • P&C License is required or the ability to obtain within 90 days of employment.
  • Prior experience supervising or mentoring customer service staff is required.
  • Strong customer service orientation along with excellent follow-up skills, organizational skills and a strong attention to detail.
  • Ability to effectively set priorities and manage workflow to ensure efficient, timely and accurate processing of transactions and other responsibilities.
  • Ability to maintain cordial and effective relationships with clients, co-workers, carriers, vendors and other business contacts.
  • Ability to interact with others effectively by utilizing good communication skills, cooperating purposefully, and providing information and guidance, as needed, to achieve the business goals the unit.     
  • knowledge of the Microsoft Office Suite of products, including Word; Excel; and Outlook along with agency management systems. 
  • Property and Casualty license or the ability to obtain within 60 days of employment.
  • This position requires 20% travel.  Must be able to travel on all forms of transportation.

USI is committed to providing a full-suite of competitive benefits for our growing population and its diverse needs. We offer a wide range of health, welfare and financial benefits including medical, wellness, dental and vision, 401(k), flexible spending and health savings accounts, short and long-term disability, life insurance and other unique employer-sponsored and voluntary programs. USI also offers a generous paid time off policy, paid family leave benefit as well as paid holiday time.

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Notice to Recruiters and Agencies regarding unsolicited resumes or candidate submissions without prior express written approval.
Resumes submitted or candidates referred to USI Insurance Services by any external recruiter or recruitment agency by any means (including but not limited to via Internet, e-mail, fax, U.S. mail and/or verbal communications) without a properly executed written contract for a specified position by an authorized member of the Talent Acquisition team become the property of USI Insurance Services. The Company will not be responsible for, or owe any fees associated with, referrals of those candidates and/or for submission of any information, including resumes, associated with individuals.

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