Personal Lines Client Service Manager

About Us:

Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll build a legacy of trust and triumph in the dynamic world of risk management.

We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.

Overview:

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

Responsibilities:

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.

Collaborates with team members and our Sales team to transition prospective Clients to generate new business.

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.

Qualifications:

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 problems independently and discover the root cause.

Superb organizational skills and ability to interpret customer information.

#LI-TW1

#LI-Hybrid

Compensation and Benefits:

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

Medical/dental/vision plans, which start from day one!

Life and accident insurance

401(K) and Roth options

Tax-advantaged accounts (HSA, FSA)

Educational expense reimbursement

Paid parental leave

Other benefits include:

Digital mental health services (Talkspace)

Flexible work hours (availability varies by office and job function)

Training programs

Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing

Charitable matching gift program

And more...

We value inclusion and diversity

to review our U.S. Eligibility Requirements

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

Permanent