Personal Lines Client Service Manager
About The Position
As a Personal Lines Client Service Manager, you'll be a trusted resource for clients navigating important insurance decisions that help protect their homes, vehicles, and personal assets. Your ability to provide knowledgeable guidance, responsive support, and exceptional service will strengthen client relationships and contribute to long-term retention and growth. In this role, you'll work closely with clients, carrier partners, and internal team members to answer coverage questions, resolve service needs, support policy management activities, and identify opportunities to strengthen client insurance programs. Success comes from combining strong insurance knowledge, empathy, attention to detail, and a commitment to delivering a positive client experience every day.
Requirements
- High School Diploma or GED.
- At least one year of experience in the Property & Casualty insurance industry.
- Strong customer service, interpersonal, and communication skills, both written and verbal.
- Proficiency with Microsoft Office Suite and related technology applications.
- Ability to establish and maintain effective working relationships with clients and colleagues.
- Availability to work standard business hours from 8:00 AM to 5:00 PM, including required virtual Thursday evening and Saturday rotation schedules.
- Authorization to work in the United States without sponsorship.
Nice To Haves
- Three or more years of client service, account management, or insurance-related experience.
- Active Massachusetts Property & Casualty Insurance License.
- Ability and willingness to obtain a Massachusetts Property & Casualty Insurance License within two years of hire.
- Experience using agency management systems, insurance rating platforms, and carrier websites.
- Previous success identifying account rounding and cross-selling opportunities.
- Knowledge of personal lines insurance products, coverages, billing processes, and claims procedures.
Responsibilities
- Deliver outstanding service to personal lines clients by responding promptly and professionally to inquiries by phone, email, and scheduled appointments.
- Guide clients through policy questions, billing concerns, coverage options, and insurance-related decisions with confidence and accuracy.
- Maintain thorough and accurate documentation within agency management systems to support compliance and operational excellence.
- Navigate agency management and rating systems efficiently to provide timely policy servicing and coverage recommendations.
- Support claims reporting by taking first reports of loss when needed and helping ensure clients receive appropriate assistance.
- Identify opportunities to round out accounts and introduce additional products or coverages that align with client needs.
- Meet established client contact and service goals while maintaining a high standard of professionalism and responsiveness.
Benefits
- Multiple medical plan options, with preventive care covered at 100%
- Free virtual medical and mental healthcare for employees and their families, plus a dedicated healthcare concierge
- Employer-paid short-term and long-term disability coverage
- Paid parental leave
- Personalized PTO that lets you take time away when you need it, plus separate sick leave
- Competitive 401(k) company match
- Comprehensive dental and vision coverage
- Employee Assistance Program with confidential mental health, legal, financial, and work-life support
- medical, dental, and vision insurance
- a 401(k) with company match
- personalized time off and company paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
