Personal Lines Client Service Manager

Personal Lines Client Service Manager

East Providence, RI | Hybrid | Full-Time

Why This Role Matters

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.

How You'll Make an Impact

• 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.

Who You Are

• Passionate about delivering exceptional client experiences and building lasting relationships.
• A clear and confident communicator who can explain insurance concepts in an easy-to-understand manner.
• Organized and detail-oriented, with the ability to manage multiple responsibilities effectively.
• Resourceful and solutions-focused when addressing client questions or challenges.
• Comfortable working in a fast-paced environment where responsiveness and accuracy matter.
• A collaborative team player who supports colleagues and contributes to overall agency success.
• Motivated to learn, grow, and develop your expertise within the insurance industry.

What You Bring

Day One:

• 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.

Valuable Additions:

• 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.

Real Benefits for Real Life

At Patriot, great benefits mean more than coverage; they mean being there through every stage of life: your health, your family, your financial future, or simply time to recharge. Whether you're working or not, life doesn't stop. Neither should your 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 to help you navigate benefits, compare prescription costs, and make more confident, personalized care decisions
• Employer-paid short-term and long-term disability coverage
• Paid parental leave
• Personalized PTO that lets you take time away when you need it, without traditional accruals, plus separate sick leave
• Competitive 401(k) company match to help you build your financial future
• Comprehensive dental and vision coverage
• Employee Assistance Program with confidential mental health, legal, financial, and work-life support

About Patriot Growth Insurance Services

At Patriot, we build our teams around a simple idea: people do their best work when they feel supported as whole people, not just managed as employees. We're invested in your growth, not just your output, and we back that up with a competitive salary and a comprehensive health and welfare program that extends to your family and domestic partners too, because who you're building a life with matters to us as much as the work you do. Founded in 2019, Patriot is a growth-focused national insurance services firm that partners with employee benefits and property and casualty agencies across the United States. We're currently ranked the 25th-largest broker in the U.S. by Business Insurance and were named to the 2025 Inc. 5000 list of fastest-growing companies. With over 2,100 employees operating in 150+ locations across more than 45 states, our collaborative model gives every person and every agency the resources and support they need to grow, while each agency keeps its own identity, culture, and way of doing business. That growth has never been about numbers alone, it's about the people behind them. Patriot Growth Insurance Services is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, citizenship or immigration status, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, leave of absence, compensation, benefits, and training. Patriot makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, read through our EEO and DE&I Policy located on our website at Pay Range: Posted below* *Any job offer is based upon a salary analysis to comply with applicable state pay transparency laws, considering relevant experience, education, certifications, and seniority as compared to others doing substantially similar work. There is no guarantee an offer will be at the top of the posted range based on the salary analysis. Roles may also be eligible for a supplemental compensation, such as performance-based bonus, commission, or equity. Specific eligibility will be discussed with Talent Acquisition team. Patriot Growth Insurance Services offers a comprehensive benefits package, including medical, dental, and vision insurance; a 401(k) with company match; personalized time off and company paid holidays.

Pay Range

$50,000 - $70,000 USD