Personal Lines Service Manager

Job Summary:

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. 

Essential Functions:

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

Knowledge, Skills & Abilities:

• 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.

Education and Experience:

• 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. 

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  

• Work is normally performed in a typical interior/office work environment. The employee frequently is required to remain in a stationary position, often standing or sitting for prolonged periods.   
• While performing the duties of this job, the employee is regularly required to communicate, listen, and observe. Specifically, the employee must be able to communicate clearly with clients and team members. 
• This position frequently communicates with clients who have inquiries about their renewal policy premiums. Must be able to exchange accurate information in these situations.
• Constantly operates a computer and other office productivity machinery, such as calculator, copy machine, and computer printer. This includes repeating motions that involve the wrists, hands and/or fingers.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Blue Ridge Risk Partners is an Equal Employment Opportunity and Affirmative Action Employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as individual with a disability, or other applicable legally protected characteristics.