Personal Lines Service Manager - Insurance

Firefighter Insurance Services, LLC; Utah; Hybrid; USD 80,000 - 90,000; Full time

Job summary

Firefighter Insurance Services, LLC is hiring a Manager, Personal Lines (Service) to lead a dynamic team in delivering standout member service and efficient workflows from a remote Utah location. You will own the service plan, oversee pipelines, and drive performance reporting while coaching Account Executives and Processors.

A Bachelor’s degree and 5+ years of leadership in Personal Lines are required; licensure and rater experience are a plus.

Qualifications

• Bachelor's Degree required.
• 5+ years in Personal Lines leadership or 10 years in Personal Lines AE/AM roles.
• Experience with comparative raters (PL Rater, EZLynx, TurboRater).
• AMS360 or other agency management/CRM systems experience.

Responsibilities

• Develop and own the Personal Lines service plan, including goals, forecasts, capacity, and performance reporting.
• Oversee the Personal Lines service pipeline, including work intake, assignments, SLAs, workload balancing, and workflow constraints.
• Recruit, onboard, coach, and support Personal Lines staff.
• Develop and track individual performance plans and professional development goals.
• Serve as primary underwriting, carrier placement, workflow, and escalation resource.
• Own retention and member experience processes with cross-team collaboration.
• Coach and mentor team members to align with mission, vision, values, and performance expectations.
• Provide training, tools, carrier resources, and guidance to perform jobs successfully.
• Maintain pipeline management, documentation standards, quality, productivity, and SLAs.
• Create development opportunities and career paths through coaching and feedback.
• Lead change to improve growth, retention, service coordination, and efficiency.
• Assist in executing the organization’s business plan and agency growth goals.

Skills

Leadership experience

Team mentorship

Rater/AMS360 experience

Education

Bachelor's Degree

Tools

AMS360

CRM software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Personal Lines Service Manager - Insurance

FIS - FIS Regular Full-Time US

18 days ago Requisition ID: 1878

Salary Range: $80,000.00 To $90,000.00 Annually

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 [e-mail].