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.

Join our team at Gallagher, where we help businesses grow, communities thrive, and people prosper. As a Personal Lines Client Service Manager, you'll play a vital role in delivering exceptional service to our clients. This remote full‑time position is part of our Servicing Team, handling states such as CA, OR, UT, CO and others. You'll work in a collaborative, team‑oriented environment, providing real‑time support to clients in a shared call center setting.

Working hours are Monday through Friday, 8 a.m. to 5 p.m. Pacific Standard Time.

• Respond to client inquiries via phone and email about insurance billing, coverage, claims, cancellations, and more.
• Keep client and policy information accurate and up‑to‑date in Gallagher systems.
• Contribute to client satisfaction, retention, and overall customer experience.
• Promote a culture of performance and continuous improvement.
• Deliver high‑quality service following Gallagher’s standards and practices.
• Work with the Personal Lines team to support business priorities.
• Manage accounts with straightforward servicing needs in a team environment.
• Demonstrate a growth mindset with proactive focus on expanding revenue through cross‑sell and new business opportunities.
• Assist with transitioning clients with complex needs, such as claims or account retention.
• Build strong relationships with clients by understanding their needs clearly and confidently.
• Use systems and resources effectively to complete tasks efficiently.
• Engage as a Trusted Advisor in consultative, business‑focused discussions with clients.
• Understand and apply professional and industry standards.
• Act as a role model for high performance and Gallagher’s values.
• Quickly learn and adapt to new systems, processes, and skills.
• Balance multiple priorities effectively, even when they compete.

• 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.

• Active P/C license in the state of California.
• 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; specifically Mercury Insurance.

• Works effectively in a remote 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 problems independently and discover the root cause.
• Superb organizational skills and ability to interpret customer information.

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We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay…