Personal Lines Service Manager

About the position

The Personal Lines Service Manager plays a pivotal role in maintaining and enhancing client satisfaction by working as a team on a designated book of business. This position is central to delivering seamless, high-quality customer service and involves handling all client service interactions, such as policy endorsements, billing inquiries, payment processing, cancellations, and account updates. This role requires collaboration with our Client Advocates and Account Associates to provide comprehensive support and maintain compliance with industry standards. The ideal candidate brings 1-2 years of insurance industry experience and holds a valid Property and Casualty insurance license.

Responsibilities

• Deliver high-quality service to clients, ensuring their needs and inquiries are addressed promptly and professionally.
• Handle endorsements, cancellations, account changes, and all other service-related requests for a defined book of business.
• Assist clients with billing and payment-related questions, clarifications, and resolutions.
• Discuss current coverage, coverage options, etc with clients to ensure they have the best solutions tailored to their needs.
• Maintain accurate and detailed records of customer interactions and transactions.
• Work closely with the service team and underwriters to resolve client issues efficiently.
• Ensure all service actions are compliant with industry regulations and company policies.
• Maintain agency retention rate through great customer service, including keeping cancellations to a minimum.

Requirements

• Comprehensive understanding of insurance policy structures, coverage options, and underwriting processes.
• Exceptional client service and interpersonal communication skills.
• Attention to detail and the ability to manage multiple client requests.
• Problem-solving capabilities to address and resolve customer concerns.
• Proficiency in relevant insurance management software and tools.
• High school diploma or equivalent is required.
• Property & Casualty Agents License is required.
• Minimum of two (2) years of previous insurance experience.
• Demonstrated overall success in customer service.
• Advanced Designations, including but not limited to CPIA, CISR, & CIC are highly valued.