Personal LInes Insurance Service Manager

$70,000 - $75,000/Yr

VW Insurance Holdings - Houston, TX

Full-time - Mid Level

Onsite - Houston, TX

Insurance Carriers and Related Activities

About the position

The Personal Lines Service Manager oversees the daily operations of the personal lines insurance service team, ensuring exceptional customer service, policy accuracy, and efficient handling of client inquiries and claims. This role involves managing a team of account managers and support staff, providing leadership, mentorship, and support to ensure the smooth functioning of the department. The manager is responsible for achieving service-level objectives, managing client relationships, and collaborating with insurance carriers to provide optimal solutions for clients.

Responsibilities

• Supervise and lead the personal lines service team, including account managers and service representatives, ensuring that all client needs are met promptly and professionally.
• Provide coaching, mentorship, and performance evaluations to team members, fostering a collaborative and productive work environment.
• Develop and implement service strategies to improve the department's efficiency, client satisfaction, and policy accuracy.
• Act as an escalation point for high-level or complex client inquiries, ensuring that all issues are resolved efficiently and to the client's satisfaction.
• Manage and maintain relationships with high-net-worth clients, ensuring their insurance needs are met with tailored solutions and proactive service.
• Oversee existing clients' renewal process, ensuring retention rates are maximized by identifying and addressing any service gaps or coverage needs.
• Develop and implement processes to streamline service operations, improve accuracy, and enhance client satisfaction.
• Monitor and manage service-level agreements (SLAs) and key performance indicators (KPIs) to ensure the department meets performance goals.
• Collaborate with other departments, including sales and quality assurance, to ensure seamless coordination and communication across the business.
• Serve as a key contact for insurance carriers, managing relationships and negotiating coverage terms, policy endorsements, and client pricing.
• Work with carriers to address and resolve any policy or claims issues that arise.
• Ensure that the team adheres to all regulatory requirements and company policies related to personal lines insurance.
• Conduct regular audits of client files and department processes to maintain accuracy, compliance, and service quality.
• Stay up-to-date on industry trends, regulations, and carrier changes, ensuring that the department remains compliant and competitive in the market.
• Lead training programs for new hires and existing team members, ensuring the team is knowledgeable about insurance products, policies, and best practices.
• Review and maintain PTO requests and timesheets of direct reports.
• Promote continuous learning and development within the team, encouraging professional growth and certification achievements (e.g., CPCU, CIC).

Requirements

• A bachelor's degree in business, insurance, or a related field is preferred.
• 5+ years of experience in personal lines insurance, with at least 2 years in a supervisory or management role.
• Ability to lead and develop a team while maintaining high service standards.
• Dedication to providing exceptional service and maintaining strong client relationships.
• Ability to analyze data, identify trends, and implement process improvements.
• Expertise in resolving complex client and policy issues while managing carrier relationships effectively.
• Property and Casualty (P&C) Insurance License required.
• Advanced certifications (e.g., CPCU, CIC) are preferred.

Benefits

• Paid time off
• Potential for a 15% bonus
• Great benefit package
• Potential hybrid work after 90 days