Personal Lines Manager: Lead & Elevate Customer Service

Greylock Insurance Agency; Westfield (MA); On-site; USD 90,000 - 115,000; Full time

Benefits offered by this job

Sign-on bonus: $1,500

Job summary

Greylock Insurance Agency in Westfield, MA, is seeking a Manager, Personal Lines to lead a small Personal Lines team, mentor staff, and ensure service excellence while maintaining regulatory compliance.

You will oversee policy service, educate customers on coverage, and support sales initiatives to grow a personal lines book. Requires 3 years in insurance with supervisory experience and a Bachelor's degree or equivalent.

Qualifications

• 3 years of insurance services experience.
• Experience including supervisory responsibilities preferred.
• Bachelor's degree or equivalent specialized coursework/training.
• Licenses as needed.
• Strong leadership and motivational skills; ability to build trust and foster collaboration across teams.
• Proficiency in MS Office (Word, Excel, Outlook); strong organizational, communication, and problem-solving skills; ability to maintain confidentiality.

Responsibilities

• Lead, mentor, and develop the Personal Lines team by assigning tasks, monitoring performance, coaching, and ensuring adherence to policies and compliance.
• Manage customer relationships by ensuring accurate policy service, addressing escalated issues, and delivering high-quality service to maintain satisfaction and retention.
• Maintain and service a small personal lines book of business, including policy changes, inquiries, policy issuance, and educating customers on coverage.
• Drive achievement of personal lines production goals by supporting account managers in generating new business, assisting with quoting, and implementing sales strategies.
• Coordinate with operations, underwriting, and marketing teams to implement product changes, maintain carrier relationships, and communicate updates to staff.
• Foster relationships with Greylock Federal Credit Union employees to promote referrals and enhance member experience.
• Represent Greylock Insurance Agency in civic and community organizations to promote services, strengthen partnerships, and identify new business opportunities.

Skills

Leadership

Coaching

Communication

Customer service

Education

Bachelor's degree

Tools

MS Office

Job description

Greylock Insurance Agency in Westfield, MA, is seeking a Manager, Personal Lines to lead a small Personal Lines team, mentor staff, and ensure service excellence while maintaining regulatory compliance.

You will oversee policy service, educate customers on coverage, and support sales initiatives to grow a personal lines book. Requires 3 years in insurance with supervisory experience and a Bachelor's degree or equivalent.