Personal Lines Customer Service Manager

Job Description

Job Description

The Personal Lines Customer Service Manager oversees the overall performance and daily operations of the Customer Service environment through direct leadership of Personal Lines Supervisors. This role is accountable for service excellence, operational performance, customer satisfaction, and regulatory compliance across the call center operation. Responsibilities include leading supervisors, monitoring key performance metrics, supporting workforce planning, resolving escalated issues, and partnering with underwriting, claims, and billing teams to ensure a consistent, high-quality customer experience in a fast-paced environment.

Duties and responsibilities

• Directly involved in the interviewing and hiring of Personal Lines Customer Service employees
• Ensure consistent delivery of high-quality service across all customer interactions
• Oversee and updated department calendars by establishing PTO restrictions to ensure appropriate staffing and coverage
• Forecast call volume and staffing needs for the Personal Lines Customer Service Team
• Responsible for the direct supervision, coaching, and development of Customer Service Supervisors
• Accountable for the performance and development of Customer Service Representative teams
• Handle and formally respond to state complaints as well as client complaints escalated by Supervisors
• Foster a positive, high-performance, customer-focused culture
• Oversee inbound/outbound call operations for policy servicing across multiple personal lines products
• Collaborate with Training Manager to communicate updates, process changes, and ensure training is maintained on the floor
• Partner closely with personal lines underwriting management on risk eligibility and exception handling
• Lead initiatives to streamline servicing workflows and reduce call volume (e.g., self-service, IVR optimization, digital adoption)
• Support team with complex coverage questions and underwriting guidelines
• Serve as a subject matter expert on company systems and technologies, providing guidance, training, and support to Supervisors
• Partner with Agency Relations Managers to build agent relations, attending agency events as needed
• Determine quarterly bonus eligibility by collaborating with Supervisors to gather, maintain, and ensure adherence to established productivity and quality metrics
• Other tasks and projects may be assigned

Essential Functions

• Ability to think critically
• Ability to read, write, talk, hear, and clearly communicate
• Ability to use phone and computer systems
• Ability to multitask
• Ability to work independently with minimal supervision
• Ability to maintain detailed, organized, and accurate information

Qualifications

• Strong Customer Service and communication skills
• Exceptional attention to detail, time management, and organizational skills
• Advanced computer skills and ability to learn new systems
• Working proficiency of Excel, Word, and PowerPoint programs
• 7-10 years of customer service experience in property and casualty insurance
• 5 years of relevant management experience
• 2-20 license required or state equivalent
• Bachelor’s degree in Business Management or relevant field preferred
• Thorough knowledge of the underwriting process and the analytics involved.
• Excellent communication and use of good judgment

Physical requirements
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit for extended periods; stand; walk; use hands and fingers to handle or feel; and reach with hands and arms

Working conditions
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets, and fax machines. In this role you may be asked to travel to the corporate office, satellite offices, or agency events (up to 15% travel).

Safepoint MGA, LLC does not offer immigration sponsorship or support for this role. This includes serving as the immigration employer of record or providing documentation or assistance for work authorization processes now or in the future, including H-1B, OPT, STEM OPT, CPT, J-1, etc.

Compensation and Benefits
We recognize that talented professionals are attracted to companies that provide a great place to work, combined with a comprehensive and competitive pay and benefits package, along with opportunities for personal growth and job advancement. For this reason we are pleased to provide:

• Market Competitive Wages
• Prof. Development and Educational Assistance Programs
• Safe Harbor 401K Plan with Immediate Vesting and an Automatic Company Contribution
• Paid Time-Off (Discretionary, PTO, Parental Leave, and others)
• Company Paid Holidays
• Health Insurance
• Dental Insurance
• Vison Insurance
• Short and Long Term Disability Insurance
• Flexible Spending Accounts with Company Contribution
• Health Savings Accounts with Company Contribution
• Employee Life and AD&D Insurance
• Dependent Life and AD&D Insurance
• Company paid AAA Membership
• Company paid Identity Theft Protection
• Other Ancillary Insurance Benefit Programs
• And more…

Safepoint Insurance is an equal employment opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, age or disability. We assure you that your opportunity for employment with Safepoint depends solely on your qualifications.

Safepoint MGA participates in E-Verify. Information about E-Verify participation will be provided during the application process where applicable.

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