Manager, Service Client Advisor

About the Role

The Service Client Advisor Manager leads BrightCover’s service and back-office operations, overseeing the team responsible for providing post-sale support to customers throughout the life of their insurance policies. This role ensures the Service Client Advisor team delivers timely, accurate, and consultative support across policy servicing, coverage questions, documentation, billing, underwriting requirements, claims support, and carrier coordination. The Service Client Advisor Manager combines strong personal lines insurance expertise with people leadership and operational management. This leader establishes consistent service processes, coaches and develops team members, manages workloads and service standards, resolves escalated customer and carrier issues, and identifies opportunities to improve efficiency and the overall customer experience.

Responsibilities

• Lead, coach, and develop the Service Client Advisor team.
• Establish clear expectations for service quality, responsiveness, productivity, documentation, and customer experience.
• Monitor team workloads and assign or redistribute work as needed to maintain service levels.
• Provide ongoing coaching, feedback, training, and performance management.
• Support onboarding and development of new Service Client Advisors.
• Serve as a subject matter expert and escalation point for complex customer, policy, carrier, and service issues.
• Partner with leadership to identify staffing and resource needs as the business grows.
• Foster a collaborative, accountable, customer-first culture across the service organization.
• Ensure customers receive timely, professional, and consultative support throughout the life of their policies.
• Provide guidance and support on complex or escalated customer service matters.
• Help the team resolve customer issues efficiently while advocating for the best possible customer outcome.
• Reinforce a proactive approach to customer communication and relationship management.
• Monitor customer experience and identify opportunities to improve service delivery and retention.
• Oversee and provide guidance to the team supporting customers with insurance ID cards, policy documents, coverage questions, policy changes and endorsements, billing inquiries, general account maintenance, carrier requirements, and claims support.
• Ensure Service Client Advisors have the insurance knowledge, tools, and resources necessary to educate customers on policy coverage, available options, and carrier requirements.
• Partner with insurance carriers and internal teams to resolve complex policy and customer issues.
• Oversee day-to-day service and back-office workflows.
• Develop, document, and maintain standardized service procedures and workflows.
• Ensure customer requests, policy changes, documentation, and follow-up activities are completed accurately and within established timelines.
• Monitor service queues, outstanding activities, and workload to identify bottlenecks or service risks.
• Establish processes that support efficient handoffs between Client Advisors, Service Client Advisors, carriers, and other internal teams.
• Identify opportunities to automate or streamline administrative and service activities.
• Partner with technology and operational teams to improve systems, workflows, and service capabilities.
• Help build scalable processes that support BrightCover’s continued growth.
• Oversee outstanding underwriting requirements and ensure timely customer follow-up.
• Ensure the team effectively coordinates customer documentation requests, including inspections, photographs, and other carrier requirements.
• Monitor outstanding requirements and ensure they are completed within established agency timelines.
• Escalate underwriting or carrier issues when appropriate.
• Establish consistent processes for tracking and resolving outstanding policy requirements.
• Promote proactive, consultative service that strengthens long-term customer relationships.
• Coach Service Client Advisors to recognize customer needs that may indicate opportunities for additional coverage or insurance products.
• Ensure appropriate partnership and handoffs to Client Advisors when cross-selling or coverage enhancement opportunities are identified.
• Support customer retention by ensuring concerns are addressed proactively and customers understand their coverage and available options.
• Identify service trends or recurring customer issues that could affect retention and develop solutions to address them.
• Ensure complete and accurate documentation within agency management and CRM systems.
• Drive consistent adoption of agency technology platforms and standardized workflows.
• Identify opportunities to improve operational efficiency, customer experience, and service delivery through technology.
• Partner with internal stakeholders to evaluate and implement process improvements.
• Establish reporting and metrics to monitor service performance, workload, turnaround times, and customer experience.
• Use data and service trends to identify coaching, staffing, workflow, and process improvement opportunities.
• Ensure the team follows all agency procedures, carrier requirements, licensing requirements, and applicable insurance regulations.
• Maintain confidentiality of customer information.
• Monitor customer interactions and service activities for adherence to agency quality and compliance standards.
• Address quality or compliance concerns and implement corrective actions when appropriate.
• Maintain consistent documentation and service standards across the team.

Qualifications

• Bachelor’s degree in Business, Finance, Insurance, Management, or related field preferred.
• 5+ years of experience in personal lines insurance, customer service, or agency operations required.
• 2–3+ years of experience in a supervisory, team lead, or people management role preferred.
• Active Property & Casualty insurance license required; additional state licenses as required.
• Strong background in insurance policy servicing, endorsements, billing, underwriting support, and carrier coordination.
• Experience working in an independent agency or multi-carrier environment strongly preferred.
• Proven ability to manage workflows, service queues, and operational processes in a fast-paced environment.
• Experience using agency management systems and CRM platforms required.
• Demonstrated success in improving processes, service efficiency, or customer experience.