Personal Lines Client Success Manager

Vaco by Highspring; Massachusetts; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401(k) retirement plan

Discretionary bonuses

Job summary

A leading insurance firm is seeking a Personal Lines professional to manage and grow a book of personal insurance clients. Responsibilities include conducting annual reviews, managing policy changes, and providing exceptional customer service. Ideal candidates have over 3 years of experience in a personal lines agency or brokerage and are skilled in problem-solving and communication. The position is onsite in Massachusetts and offers competitive compensation packages including benefits and discretionary bonuses.

Qualifications

• 3+ years of personal lines agency or brokerage experience.
• Strong customer service, communication, and follow-through skills.
• Ability to handle complex situations calmly and professionally.
• Solid understanding of billing impacts and policy transactions.
• Professional phone etiquette and strong attention to detail.

Responsibilities

• Conduct annual protection reviews and recommend coverage updates.
• Support clients through the claims process.
• Manage policy changes, renewals, and endorsements accurately.
• Address cancellation inquiries and help retain clients through problem-solving and clear communication.
• Maintain clean, up-to-date client records and prepare required documents (ID cards, certificates, schedules, etc.).
• Provide general customer support including phone coverage, mail handling, and documentation duties.
• Stay current on products, carrier updates, and licensing/CE requirements.

Skills

Customer service

Communication

Problem-solving

Attention to detail

Attention to detail

Job description

About the Role

We're looking for a Personal Lines professional to service, retain, and grow a book of personal insurance clients. You'll handle day?to?day service needs, guide customers through coverage decisions, and ensure a smooth, positive experience at every touchpoint. This position is onsite.

Key Responsibilities

• Conduct annual protection reviews and recommend coverage updates.
• Support clients through the claims process and coordinate with carriers.
• Manage policy changes, renewals, and endorsements accurately.
• Address cancellation inquiries and help retain clients through problem?solving and clear communication.
• Maintain clean, up?to?date client records and prepare required documents (ID cards, certificates, schedules, etc.).
• Provide general customer support-including phone coverage, mail handling, and documentation duties.
• Stay current on products, carrier updates, and licensing/CE requirements.

Qualifications

• 3+ years of personal lines agency or brokerage experience.
• Strong customer service, communication, and follow?through.
• Ability to handle complex or stressful situations calmly and professionally.
• Solid understanding of billing impacts and policy transactions.
• Professional phone etiquette and strong attention to detail.

Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual\'s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company\'s 401(k) retirement plan.