Personal Lines Customer Service Manager

United States·Tampamid

OtherCustomer Service Manager

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Quick Summary

Overview

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.

Technical Tools

OtherCustomer Service Manager

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.