Private Client Services Manager

Salem Five Bank; Woburn (MA); Hybrid; USD 104,000 - 177,000; Full time

Benefits offered by this job

Comprehensive benefits

Job summary

Salem Five Insurance seeks a seasoned Private Client leader to manage a team of Account Executives serving high-net-worth clients. You will guide complex coverage, underwriting, and carrier discussions while working closely with producers to pursue new business opportunities and ensure exceptional client service.

Ten-plus years in private client insurance, proven client retention skills, and EPIC expertise are essential.

Qualifications

• 10+ years in private client/high-net-worth insurance operations or client service.
• Strong knowledge of private client coverages, underwriting, and carrier expectations.
• Experience with leading Private Client carriers such as PURE, Chubb, AIG, Berkley One, Cincinnati.
• Proven ability to support new business placement, client retention, cross-selling, and producer relationships.
• Familiarity with agency management workflows and EPIC systems.
• Demonstrated leadership, workload management, and performance coaching.
• Excellent communication, judgment, problem-solving, organization, and relationship management.
• Proficiency with Microsoft Office products.

Responsibilities

• Lead, coach, and develop Private Client Account Executives; set service quality expectations.
• Manage team workloads, priorities, and capacity to deliver an exceptional client experience.
• Provide technical guidance on complex private client coverage, underwriting, and service matters.
• Partner with producers to support new business opportunities and proposals.
• Drive client retention through proactive renewal management and addressing at-risk accounts.
• Promote cross-sell and upsell opportunities across personal, commercial, umbrella, valuables, life, and other coverage needs.
• Collaborate with Personal/Commercial Lines, banking, wealth management, mortgage, and other partners for a coordinated client experience.
• Ensure effective use of Applied EPIC and maintain data quality and workflows.
• Identify process improvements to enhance service delivery and efficiency.
• Oversee onboarding, training, and ongoing development for team members.
• Maintain relationships with Private Client carrier partners and stay current on industry products.

Skills

Leadership

Client service

Communication

Problem solving

Organization

Relationship management

Education

High school diploma

College degree or insurance designation

Property & Casualty license

Tools

Applied EPIC

Job description

Salem Five is a growing regional financial services organization with a rich history of over 170 years. As an independent bank, we are deeply rooted in the communities we serve and offer our employees successful and rewarding careers.

Why Join Us

At Salem Five Insurance, you will be part of a team that delivers more than just coverage, we provide peace of mind to the clients we serve. With experienced professionals across six Massachusetts offices and access to a broad network of trusted carrier partners, we work together to create tailored insurance solutions that reflect each client’s unique goals and values. Whether supporting families, businesses, or individuals with complex needs, you will play a key role in delivering clarity, care, and professionalism every step of the way.

This position requires a hands‑on leader who understands the unique expectations of high‑net‑worth clients and knows how to balance exceptional service, operational discipline, employee development, retention, and growth. You build strong relationships with employees, clients, producers, carriers, and business partners while creating accountability and maintaining a collaborative, solutions‑oriented environment.

This is a hybrid position.

Essential Duties And Responsibilities

• Lead, coach, and develop Private Client Account Executives, setting clear expectations for service quality, responsiveness, accuracy, and follow‑through.
• Manage team workloads, priorities, service standards, and capacity to ensure an exceptional client experience.
• Provide technical guidance on complex private client coverage, underwriting, carrier, billing, claims, and service matters.
• Partner with producers to support new business opportunities, including information gathering, carrier submissions, quoting, proposal preparation, coverage discussions, and follow‑up.
• Drive client retention through proactive renewal management, identification of at‑risk accounts, and timely resolution of client concerns.
• Promote a consultative account‑rounding approach to identify appropriate cross‑sell and upsell opportunities across personal, commercial, umbrella, flood, valuables, life, and other coverage needs.
• Monitor retention, lost business, referrals, cross‑sell opportunities, new business activity, and other service and growth measures.
• Collaborate with Personal Lines, Commercial Lines, banking, wealth management, mortgage, and other partners to provide a coordinated client experience.
• Ensure consistent and effective use of Applied EPIC, including workflows, documentation, data quality, and activity management.
• Identify opportunities to improve processes, service delivery, and operational efficiency.
• Manage onboarding, training, performance reviews, and ongoing development for team members.
• Maintain strong relationships with Private Client carrier partners and stay current on industry products, practices, and trends.

Supervisory Responsibilities

• This position directly supervises the Private Client Account Executives and is responsible for work direction, coaching, performance accountability, development, workload management, and appropriate escalation of employee matters.

Qualifications

• 10+ years of experience in private client/high‑net‑worth insurance operations, account management, or client service.
• Strong knowledge of private client insurance coverages, underwriting requirements, carriers, and service expectations.
• Experience working with leading Private Client carriers such as PURE, Chubb, AIG, Berkley One, and Cincinnati.
• Demonstrated experience supporting new business placement, client retention, account rounding, cross‑selling, and producer relationships.
• Strong working knowledge of Applied EPIC and agency management workflows.
• Proven ability to lead employees, manage workloads, establish service expectations, and address performance concerns.
• Excellent communication, judgment, problem‑solving, organization, and relationship‑management skills.
• Proficiency with Microsoft Office products.

Education & Licensing

• High school diploma required; college degree or relevant insurance designation preferred.
• Property & Casualty Insurance license in good standing required.

Benefits/Incentives

We offer a comprehensive benefits package designed to support your well‑being and success, including medical, dental, and vision coverage; Flexible Spending and Health Savings Accounts; 401(k) matching; and tuition reimbursement. You will also enjoy additional perks such as our employee referral program, annual holiday reception, summer family outing, and more.

Salary Range

$104,409.00 to $177,498.00

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, and performance. This range may be modified in the future.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision.