Client Manager, Personal Lines

Client Manager, Personal Lines – Job Description Position Summary

The Personal Lines Client Manager is responsible for delivering exceptional service and helping NSI Insurance Group clients protect their assets. This role manages all client relations and servicing activities within an assigned book of business, serves as the primary liaison between clients and insurance carriers, supports client retention through exceptional service, and prepares and provides price quotes for new and existing clients.

Key Responsibilities

Functional Leadership & Ownership

• Serve as the primary day-to-day contact for assigned clients.
• Build and maintain relationships with clients, carrier partners, and internal team members.
• Provide insurance expertise, guidance, and recommendations regarding personal lines coverage.
• Act as the primary liaison between clients and insurance carriers.

Hands-On Execution & Delivery

• Respond promptly to service requests and inquiries.
• Research and resolve client issues.
• Prepare and provide quotes for new and existing clients.
• Quote, bind, underwrite, and process policy transactions, claims, and endorsements.

Reporting, Quality & Operational Support

• Maintain accurate client records.
• Review policies and carrier documents for accuracy.
• Monitor outstanding items through completion.
• Balance renewals, service requests, and new business deadlines.

Cross-Functional Partnership & Integration

• Coordinate with carriers, producers, and internal stakeholders.
• Support enrollment, renewals, and case installations.
• Schedule and conduct renewal meetings.
• Communicate renewal results and recommendations.

Growth, Change & Special Initiatives

• Identify coverage gaps and risk management opportunities.
• Support marketing and carrier bid processes.
• Participate in implementation of new business.
• Support growth through client retention and expanded coverage solutions.

Process Improvement & Best Practices

• Recommend enhancements to the client experience.
• Stay current on carrier appetites, underwriting practices, and industry developments.
• Maintain proficiency in agency management and carrier systems.
• Promote efficient and scalable servicing practices.

Accountability

• Delivering exceptional client service and retention outcomes.
• Maintaining accuracy and quality of policies, proposals, and client records.
• Supporting seamless execution of renewals, claims, endorsements, and new business.
• Building trusted relationships with clients, carriers, and internal teams.
• Exercising sound judgment and ownership in servicing client accounts.

Required Qualifications

• 3+ years of personal lines insurance experience.
• Strong understanding of personal lines coverages and insurance marketplace.
• Strong written and verbal communication skills.
• Prior property and casualty client management experience.
• Property & Casualty License preferred; Customer Representative 440 minimum accepted.
• Strong analytical, organizational, and problem-solving abilities.

Preferred

• Experience with Applied Epic, AMS360, or similar systems.
• CISR, CIC, CRM, or similar insurance designations.
• Experience working within an agency environment.

Key Competencies

• Client Service Excellence
• Ownership & Accountability
• Relationship Management
• Analytical Problem Solving
• Process Management & Continuous Improvement
• Collaboration & Communication
• Adaptability & Change Agility