Remote Personal Lines Service Leader

Firefighters First Credit Union; Eagle (ID); Remote; USD 85,000 - 120,000; Full time

Job summary

Firefighters Insurance Services is seeking a Manager, Personal Lines (Service) to lead the Personal Lines team in delivering exceptional member experiences. You will own service plans, oversee production and service pipelines, and drive capacity planning and reporting.

You will recruit and coach Account Executives, Managers, and Processors, set performance goals, and partner with underwriting and carriers to ensure smooth workflows and strong retention.

Qualifications

• Education: Bachelor’s Degree.
• Minimum of 5 years of Personal Lines leadership experience, or 10 years in Personal Lines AE/AM roles.
• Licenses/Certifications & Tools: Property & Casualty licensing; multi-state licensing preferred; CPCU/AAI/ARM preferred.

Responsibilities

• Develop and own the Personal Lines service plan with goals, forecasts, capacity, and reporting.
• Oversee the Personal Lines service pipeline, intake, assignments, SLAs, workload balancing, and workflows.
• Recruit, onboard, coach, and support Personal Lines AEs, AMs, and Processors.
• Develop performance plans and professional goals for team members.
• Serve as field underwriting, carrier placement, workflow, and escalation resource for Personal Lines.
• Own retention and member experience processes; promote collaboration across the team.
• Regularly coach and mentor team members to align with mission and values; ensure performance expectations.
• Provide training, tools, carrier resources, and guidance for job success.
• Hold the team accountable for pipeline management, documentation, quality, and productivity.
• Create development opportunities and career paths via coaching and training.
• Lead change to improve growth, retention, service coordination, and efficiency.
• Support organization’s business plan and agency growth goals.

Skills

Leadership

Coaching

Communication

People development

Education

Bachelor’s degree

Tools

AMS360

EZLynx

TurboRater

PL Rater

CRM system

Job description

Firefighters Insurance Services is seeking a Manager, Personal Lines (Service) to lead the Personal Lines team in delivering exceptional member experiences. You will own service plans, oversee production and service pipelines, and drive capacity planning and reporting.

You will recruit and coach Account Executives, Managers, and Processors, set performance goals, and partner with underwriting and carriers to ensure smooth workflows and strong retention.