Insurance Agency Customer Service Manager (Remote)

About The Position

***Must have current or past experience working at an Auto & Home Insurance Agency with a focus on Claims or Customer Service***

Portsmouth Atlantic Insurance is seeking an energetic and motivated Customer Service Manager for our personal lines insurance agency. The ideal candidate has a strong insurance background, excellent management skills, claims & customer service experience. The ideal candidate will be a team player & will have a good sense of humor. This position will report directly into the President & Vice President of the agency and will oversee customer service team management.

Responsibilities Include The Following

Manage Workflows

• Plan, direct and control customer service department activities to ensure performance standards are consistently achieved.
• Provide high level customer service support for our clients.
• Including billing, policy changes, small commercial support, certificates & EOI, home inspection follow up, agency downloads

Performance Management, Development & Training

• Hire, Train and develop underwriting customer service support staff.
• Proactively coach and develop customer service team employees to support high quality work product and enhance career development.
• Build and maintain strong working relationships with Sales & Renewal Teams.
• Consistently measure productivity, output quality and compliance procedures.
• Develop and maintain reporting tools and documentation to drive process standardization across the agency.

Qualifications & Skills

• Bachelor’s or Associate’s degree preferred.
• 5-7 years of experience in insurance operations and understanding of Property and Casualty
• Strong knowledge of insurance terminology, underwriting and insurance policy lifecycle.
• Excellent customer service and strong communication skills including the ability to interact with all levels of the organization.
• Demonstrated leadership ability.

Key Competencies

• Strategic leadership and ability to drive collaboration between sales and operations.
• Experience defining, monitoring, and analyzing performance metrics.
• Ability to effectively evaluate complex information and make the right decision.
• Is resourceful in solving problems.
• Takes intelligent risks to accomplish business objectives.

Customer Focus

• Identifies customer needs and takes appropriate action to meet those needs.
• Demonstrates commitment to appropriate level of service.
• Acts with a sense of urgency.

Interpersonal Skills

• Takes responsibility for own actions and decisions.
• Manages own work.
• Is responsible for own development and performance.
• Works well in a team environment or independently.
• Establishes and maintains effective relationships.
• Mentors less experienced members of the staff.

The expected salary range for this position is $50,000 to $60,000 and will be impacted by factors such as the successful candidate’s skills and experience. PAI is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life, and paid-time-off benefits

About PAI

• Headquartered in Portsmouth, NH, PAI is a leading personal insurance agency providing property and casualty products and services. Our team is almost completely remote & we work to provide peace of mind on what matters most by protecting clients through unrelenting advocacy and tailored insurance solutions. For more information, please visit www.portsmouthatlanticins.com