Personal Lines Service Manager - Insurance

Firefighters First Credit Union; Clifton (TX); Remoto; USD 95.000 - 120.000; Tempo integral

Resumo da vaga

Firefighters Insurance Services is seeking a Manager, Personal Lines (Service) to lead the Personal Lines team and own service plans, capacity, and performance reporting. You will oversee production and service pipelines, manage workflows, and coordinate carrier placement to deliver a consistent member experience.

The role requires strong leadership, coaching, and development of team members, with focus on retention, service quality, and process improvements across the Personal Lines function.

Qualificações

• Bachelor's degree required.
• 5+ years Personal Lines leadership or 10+ years as Account Executive/Account Manager.
• Experience with comparative raters (PL Rater, EZLynx, TurboRater).
• Experience with AMS360 or other agency management/CRM systems.

Responsabilidades

• Develop and own the Personal Lines service plan with goals, forecasts, capacity, and performance reporting.
• Oversee the Personal Lines service pipeline, including work intake, assignments, SLAs, and workflows.
• Recruit, onboard, coach, and support Personal Lines staff (AEs, AMs, processors).
• Develop and track individual performance plans and professional development goals.
• Serve as the primary underwriting, carrier placement, workflow, and escalation resource for the team.
• Own retention and member experience processes and ensure strong communication across the team.

Conhecimentos

Personal Lines leadership

Team mentoring

Formação

Bachelor's Degree

Ferramentas

PL Rater / EZLynx / TurboRater

AMS360 / agency management CRM

Active Property & Casualty licensing

Descrição da vaga

This is a remote position. Candidates must be located in one of the following states: Arizona, Idaho, Tennessee, Texas, Utah. Firefighter Insurance Services has deep roots in the fire industry. We were founded by a 3rd generation retired California firefighter and we know the Fire Family better than anyone!

Currently, we have an immediate opening for a Manager, Personal Lines (Service). The Manager, Personal Lines (Service) leads the Personal Lines team with responsibility for member service, pipeline performance, operational efficiency, and team development. This role owns the Personal Lines service plans, oversees both production and service pipelines, and coordinates team capacity, workflows, carrier placement, and performance reporting to deliver a consistent member experience.

Primary Responsibilities:

• Develop and take ownership of the Personal Lines service plan, including goals, forecasts, capacity, and performance reporting.
• Oversee the Personal Lines service pipeline, including work intake, assignments, handoffs, service-level expectations, workload balancing, and workflow constraints.
• Recruit, onboard, coach, and support Personal Lines Account Executives, Account Managers, and Processors.
• Develop and track individual performance plans and professional development goals for Personal Lines team members.
• Serve as the primary field underwriting, carrier placement, workflow, and escalation resource for the Personal Lines team.
• Own retention and member experience processes while promoting effective communication and collaboration across the Personal Lines team.

Leadership Responsibilities:

• Regularly meet with each team member to coach and mentor, ensuring alignment with FIS's mission, vision, values, and performance expectations.
• Provide team members with the training, tools, carrier resources, and guidance needed to perform their jobs successfully.
• Hold the team accountable for pipeline management, documentation standards, quality, productivity, and established service-level agreements.
• Create development opportunities and career paths for team members through coaching, feedback, and targeted training.
• Lead change by identifying opportunities to improve growth, retention, service coordination, member experience, and operational efficiency.
• Assist FIS in executing the organization’s business plan and achieving agency growth, retention, and service goals.

Basic Qualifications:

• Education: Bachelor's Degree
• Minimum of 5 years of Personal Lines leadership experience, or 10 years of Personal Lines Account Executive or Account Manager experience.
• Comparative rater experience such as PL Rater, EZLynx, or TurboRater.
• AMS360 or other agency management/CRM system experience.

Licenses/Certifications & Tools

• Active Property & Casualty licensing; multiple-state licensing preferred and Commercial Lines licensing where necessary.
• Industry designation preferred, such as CPCU, AAI, ARM, or similar credentials.

Firefighters Insurance Services is an Equal Employment Opportunity employer. We do not discriminate based upon race, color, religion, age, gender, marital status, physical or mental disability, medical condition, pregnancy, sexual orientation, gender identity or expression, national origin, veteran status, genetic information, or any other status protected under federal, state, or local law. Firefighters First Federal Credit Union is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources at .