Personal Lines Client Service Manager

Introduction

At Gallagher, we help clients face risk with confidence because we believe that when businesses are protected, they’re free to grow, lead, and innovate. You’ll be backed by our digital ecosystem: a client‑centric suite of consulting tools making it easier for you to meet your clients where they want to be met. Advanced data and analytics providing a comprehensive overview of the risk landscape is at your fingertips.

Here, you’re not just improving clients' risk profiles, you’re building trust. You’ll find a culture grounded in teamwork, guided by integrity, and fueled by a shared commitment to do the right thing. We value curiosity, celebrate new ideas, and empower you to take ownership of your career while making a meaningful impact for the businesses we serve. If you’re ready to bring your unique perspective to a place where your work truly matters;

think of Gallagher.

Accountable for delivering high quality and efficient service to Gallagher’s Personal Lines clients, the Personal Lines Client Service Manager role operates in a team environment to manage less complex insurance accounts. Rather than having assigned clients, this role provides real‑time servicing of clients in a shared call center environment. This role is for the Naples zone. The role involves servicing policies in states besides Florida (NC, SC, AL, GA) as well.

This is a full‑time (40 hours per week) position. The typical working hours are Monday through Friday from 8am to 5pm.

Primary Areas of Focus:

• Answering client phone and email inquiries related to insurance billing, coverage, pricing, claims, cancellations, endorsements, inspections, documentation requests, issues, concerns, etc.
• Maintains complete and accurate client and policy data and documents within Gallagher and affiliated carrier systems.
• Supports Gallagher growth initiatives by contributing to key business outcomes such as client satisfaction, client retention and is also responsible for the overall customer experience.
• Fostering a culture of performance and continuous improvement.
• Delivers consistent, high quality client service as defined by AJG operational standards and practices.
• Supports the business priorities of the Personal Lines team within Gallagher Global Brokerage.
• Successfully operates in a team environment to manage a group of accounts with relatively simple servicing needs.
• Experienced in identifying opportunities to cross‑sell additional products or services, enhancing client accounts by incorporating complementary solutions to meet their needs.
• Partners with team members and affiliated carriers to transition clients with more complex needs, such as remarkets, account retention, claims issues, etc.
• Builds rapport quickly with clients in an effort to identify needs in a clear, confident and friendly manner.
• Leverages systems, services and resources to execute work in an effective and efficient manner.
• Comfortably engages others in a consultative business oriented discussion.
• Basic understanding of professional and industry standards/practices.
• Role model for high performance and Gallagher’s shared values.
• Ability to learn and adapt to new systems, processes and skills quickly.
• Effectively manages/balances multiple and sometimes competing priorities.

Requirements:

• Bachelor's degree with 0+ years client service and/or claims management experience

–OR–

• High School degree/GED with 3+ years client service and/or claims management experience.
• Insurance Producer’s license.
• Strong written and verbal communication skills.
• Proficient in using technology as a tool to maximize productivity and quality.

Preferred:

• Previous experience managing client relationships or customer service.
• Inbound/Outbound Contact Center experience.
• Insurance knowledge – Personal Lines preferred (Home, Auto, Inland Marine).
• General market knowledge of Insurance Carriers.

Work Traits:

• Works effectively in a Team Environment.
• Consistently delivers high quality work in a timely manner.
• Build rapport with external clients.
• Customer focused while maximizing operational efficiency.
• Accurately determines critical issues, detail oriented.
• Determination to solve…