Manager, Service Client Advisor

BrightCover; Conshohocken, Northern (Montgomery County, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

BrightCover is seeking a Manager, Service Client Advisor to lead the service and back-office teams in Conshohocken, PA. The role focuses on delivering timely policy servicing support, billing guidance, and carrier coordination across life of policy activities.

The ideal candidate will combine personal lines insurance expertise with strong people leadership, establishing standardized service processes, coaching staff, and driving improvements in efficiency and customer experience.

Qualifications

• Bachelor’s degree preferred; related field accepted.
• 5+ years in personal lines insurance or agency operations.
• Active Property & Casualty license or state equivalents.

Responsibilities

• Lead, coach, and develop the Service Client Advisor team.
• Ensure timely, consultative support across policy servicing and billing.
• Oversee underwriting support and carrier coordination.
• Improve workflows and back-office performance.
• Drive customer retention and cross-selling opportunities.
• Maintain compliance with licensing and regulatory standards.

Skills

Team Leadership

Customer Service

Policy Servicing

Cross-Selling

Coaching

Process Improvement

Education

Bachelor’s degree in Business/Finance/Insurance/Management

Tools

Agency management systems

CRM platforms

Job description

## Manager, Service Client AdvisorApply: Onsite: Conshohocken, PA: Full time: Posted 5 Days Ago: JR107307**Summary**:The Service Client Advisor Manager leads BrightCover’s service and back-office operations, overseeing the team responsible for providing post-sale support to customers throughout the life of their insurance policies. This role is responsible for ensuring the Service Client Advisor team delivers timely, accurate, and consultative support across policy servicing, coverage questions, documentation, billing, underwriting requirements, claims support, and carrier coordination.The Service Client Advisor Manager combines strong personal lines insurance expertise with people leadership and operational management. This leader establishes consistent service processes, coaches and develops team members, manages workloads and service standards, resolves escalated customer and carrier issues, and identifies opportunities to improve efficiency and the overall customer experience.**Essential Job Duties and Responsibilities**:**Team Leadership & Development*** Lead, coach, and develop the Service Client Advisor team.* Establish clear expectations for service quality, responsiveness, productivity, documentation, and customer experience.* Monitor team workloads and assign or redistribute work as needed to maintain service levels.* Provide ongoing coaching, feedback, training, and performance management.* Support onboarding and development of new Service Client Advisors.* Serve as a subject matter expert and escalation point for complex customer, policy, carrier, and service issues.* Partner with leadership to identify staffing and resource needs as the business grows.* Foster a collaborative, accountable, customer-first culture across the service organization.**Customer Service & Relationship Management*** Ensure customers receive timely, professional, and consultative support throughout the life of their policies.* Provide guidance and support on complex or escalated customer service matters.* Help the team resolve customer issues efficiently while advocating for the best possible customer outcome.* Reinforce a proactive approach to customer communication and relationship management.* Monitor customer experience and identify opportunities to improve service delivery and retention.**Policy Service & Insurance Support*** Oversee and provide guidance to the team supporting customers with: + Insurance ID cards + Policy documents - Coverage questions + Policy changes and endorsements + Billing inquiries + General account maintenance + Carrier requirements + Claims support* Ensure Service Client Advisors have the insurance knowledge, tools, and resources necessary to educate customers on policy coverage, available options, and carrier requirements.* Partner with insurance carriers and internal teams to resolve complex policy and customer issues.**Back-Office Operations & Workflow Management*** Oversee day-to-day service and back-office workflows.* Develop, document, and maintain standardized service procedures and workflows.* Ensure customer requests, policy changes, documentation, and follow-up activities are completed accurately and within established timelines.* Monitor service queues, outstanding activities, and workload to identify bottlenecks or service risks.* Establish processes that support efficient handoffs between Client Advisors, Service Client Advisors, carriers, and other internal teams.* Identify opportunities to automate or streamline administrative and service activities.* Partner with technology and operational teams to improve systems, workflows, and service capabilities.* Help build scalable processes that support BrightCover’s continued growth.**Underwriting & Follow-Up*** Oversee outstanding underwriting requirements and ensure timely customer follow-up.* Ensure the team effectively coordinates customer documentation requests, including inspections, photographs, and other carrier requirements.* Monitor outstanding requirements and ensure they are completed within established agency timelines.* Escalate underwriting or carrier issues when appropriate.* Establish consistent processes for tracking and resolving outstanding policy requirements.**Customer Retention & Cross-Selling*** Promote proactive, consultative service that strengthens long-term customer relationships.* Coach Service Client Advisors to recognize customer needs that may indicate opportunities for additional coverage or insurance products.* Ensure appropriate partnership and handoffs to Client Advisors when cross-selling or coverage enhancement opportunities are identified.* Support customer retention by ensuring concerns are addressed proactively and customers understand their coverage and available options.* Identify service trends or recurring customer issues that could affect retention and develop solutions to address them.**Technology & Process Improvement*** Ensure complete and accurate documentation within agency management and CRM systems.* Drive consistent adoption of agency technology platforms and standardized workflows.* Identify opportunities to improve operational efficiency, customer experience, and service delivery through technology.* Partner with internal stakeholders to evaluate and implement process improvements.* Establish reporting and metrics to monitor service performance, workload, turnaround times, and customer experience.* Use data and service trends to identify coaching, staffing, workflow, and process improvement opportunities.**Quality & Compliance*** Ensure the team follows all agency procedures, carrier requirements, licensing requirements, and applicable insurance regulations.* Maintain confidentiality of customer information.* Monitor customer interactions and service activities for adherence to agency quality and compliance standards.* Address quality or compliance concerns and implement corrective actions when appropriate.* Maintain consistent documentation and service standards across the team.**Other Job Duties and Responsibilities:*** Performs other related duties as assigned.* Comply with all company policies and procedures.* Maintain regular and punctual attendance.**Supervisory Responsibilities:*** This position has direct reports. Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.**Qualifications:**To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.**Education and/or Experience:*** Bachelor’s degree in Business, Finance, Insurance, Management, or related field preferred.* 5+ years of experience in personal lines insurance, customer service, or agency operations required.* 2–3+ years of experience in a supervisory, team lead, or people management role preferred.* Active Property & Casualty insurance license required; additional state licenses as required* Strong background in insurance policy servicing, endorsements, billing, underwriting support, and carrier coordination.* Experience working in an independent agency or multi-carrier environment strongly preferred.* Proven ability to manage workflows, service queues, and operational processes in a fast-paced environment.* Experience using agency management systems and CRM platforms required.* Demonstrated success in improving processes, service efficiency, or customer experience.**Certificates, Licenses, Registrations:*** Active Property & Casualty insurance license required; additional state licenses as required**Work Complexity:**Problems and issues faced are moderately complex. Problems typically impact own department and maybe other departments. Problems are typically solved through drawing from prior experience and analysis of issues.**Work Environment****:**The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.**Physical Demands****:**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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.**Equal Employment Opportunity:**The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.**Americans with Disabilities Act:**Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.**Job Responsibilities:**The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.