Personal Lines Client Service Specialist

Gallagher•Gloucester, MA

9d•Hybrid

About The Position

The Personal Lines Client Service Specialist delivers responsive, high-quality support and develops the skills to become a trusted partner to clients. The role involves identifying client needs, guiding decisions, and contributing to stronger client relationships while using digital tools to streamline service and improve performance. This is a hybrid position supporting Gallagher’s Wakefield, Massachusetts office. The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. EST.

Requirements

Have 1–2 years of customer service, insurance, or related experience, or demonstrate the drive to gain it quickly.
Hold a Property and Casualty (P&C) license or commit to obtaining one within 90 days.
Communicate clearly and explain coverage and next steps in a client-friendly way.
Be organized and detail-oriented, maintaining accuracy across tasks and priorities.
Demonstrate a client-first mindset through responsiveness and professionalism.
Solve problems proactively and handle inquiries with care and timely resolution.
Adapt quickly to new systems and digital tools.
Show coachability and flexibility while growing into greater responsibility.
Demonstrate curiosity, accountability, and a strong drive to develop into a consultative professional.

Responsibilities

Serve as a trusted contact within a pooled service model, providing responsive and accurate support across Personal Lines needs.
Manage inbound and outbound client interactions across channels, delivering clear, efficient, relationship-focused service.
Handle billing inquiries, guide payment and resolution processes, and coordinate timely outcomes.
Process policy changes, endorsements, cancellations, and renewals accurately and in compliance with requirements.
Explain coverage, exclusions, and options in a clear, client-friendly way.
Support claims by guiding clients through next steps and setting clear expectations.
Identify client needs and strengthen coverage solutions through a proactive, consultative approach.
Resolve standard requests independently and escalate complex cases when needed.
Use digital tools to provide faster, more streamlined service.
Build trust through consistent, high-quality interactions that support client retention.