Personal Lines Service Manager - Insurance

Firefighters First Credit Union; Heber (UT); Remote; USD 90,000 - 120,000; Full time

Job summary

Firefighters Insurance Services is seeking a Manager, Personal Lines (Service) to lead the Personal Lines team, own service plans, and manage production and service pipelines for a superior member experience.

The role emphasizes coaching, capacity planning, carrier collaboration, and performance reporting, with a focus on development of Account Executives, Account Managers, and Processors across a remote, multi-state footprint.

Qualifications

• 5+ years of Personal Lines leadership experience, or 10+ years of Personal Lines EA/AM experience.
• Experience with comparative raters (PL Rater, EZLynx, TurboRater).
• AMS360 or similar agency management/CRM experience.
• Active Property & Casualty licensing; multi-state licensing preferred; Commercial Lines licensing where necessary.

Responsibilities

• 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, and service-level expectations.
• Recruit, onboard, coach, and support Personal Lines AEs, AMs, and Processors.
• Develop and track individual performance plans and professional development goals for Personal Lines team members.
• Serve as primary field underwriting, carrier placement, workflow, and escalation resource for the Personal Lines team.
• Own retention and member experience processes while promoting communication across the team.
• Lead coaching and mentorship to ensure alignment with mission, values, and performance expectations.
• Provide training, tools, and guidance to team members for success.

Skills

Leadership

Team coaching

Service excellence

Capacity planning

Education

Bachelor’s Degree

Tools

PL Rater

EZLynx

TurboRater

AMS360

Job description

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 .