Personal Lines Service Manager - Insurance
About The Position
Firefighter Insurance Services is hiring a Manager, Personal Lines (Service) to lead its Personal Lines team. The role is responsible for member service, pipeline performance, operational efficiency, and team development. The manager owns the Personal Lines service plans, oversees production and service pipelines, and coordinates team capacity, workflows, carrier placement, and performance reporting to provide a consistent member experience. This is a remote position open to candidates located in Arizona, Idaho, Tennessee, Texas, or Utah. The manager also serves as the team's primary resource for field underwriting, carrier placement, workflow, and escalations, and leads efforts to improve growth, retention, service coordination, member experience, and operational efficiency.
Requirements
- Bachelor’s degree.
- At least 5 years of Personal Lines leadership experience, or 10 years of Personal Lines Account Executive or Account Manager experience.
- Experience with a comparative rater such as PL Rater, EZLynx, or TurboRater.
- Experience with AMS360 or another agency management or CRM system.
- Active Property & Casualty license.
- Candidates must be located in Arizona, Idaho, Tennessee, Texas, or Utah.
Nice To Haves
- Multiple-state licensing.
- Commercial Lines licensing where necessary.
- An industry designation such as CPCU, AAI, ARM, or similar credential.
Responsibilities
- Develop and own the Personal Lines service plan, including goals, forecasts, capacity, and performance reporting.
- Oversee the Personal Lines service pipeline, including work intake, assignments, handoffs, service-level expectations, workload balancing, and workflow constraints.
- Recruit, onboard, coach, and support Personal Lines Account Executives, Account Managers, and Processors.
- Develop and track individual performance plans and professional development goals for team members.
- Serve as the primary field underwriting, carrier placement, workflow, and escalation resource for the Personal Lines team.
- Own retention and member experience processes and promote effective communication and collaboration across the Personal Lines team.
- Meet regularly with team members to coach and mentor them, ensuring alignment with the organization's mission, vision, values, and performance expectations.
- Provide team members with the training, tools, carrier resources, and guidance needed to perform their jobs successfully.
- Hold the team accountable for pipeline management, documentation standards, quality, productivity, and established service-level agreements.
- Create development opportunities and career paths through coaching, feedback, and targeted training.
- Identify opportunities to improve growth, retention, service coordination, member experience, and operational efficiency.
- Assist with executing the organization's business plan and achieving agency growth, retention, and service goals.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
