Insurance Customer Service Manager (pulte Insurance Agency)

Insurance Customer Service Manager

Protecting what matters most to our customers with integrity and care.

At Pulte Insurance Agency, we protect what matters most—our customers and our people. As an independent agency within the PulteGroup family, we offer personalized insurance solutions with integrity and heart. Our team thrives on doing the right thing, working together, and creating a culture where everyone belongs. With opportunities for growth, community involvement, and recognition from Fortune and Great Place to Work, this is where your career can truly take off.

Apply now and discover a career where your contributions are valued, your growth is supported, and your work makes a lasting impact.

This position is located in Coppell, TX, a suburb of Dallas. This position is hybrid requiring 3 days per week in office.

Job Summary: The Insurance Customer Service Manager will report to the VP of Pulte Insurance Agency lead and expand the customer service function within Pulte Insurance Agency, with a focus on scaling the team to support growth. This role is responsible for driving retention, managing at-risk policies, executing book rolls, and building process accountability across the service operation. Primary Responsibilities:

• Build and scale a high-performing service team to support agency growth and evolving customer needs
• Develop and implement proactive outreach strategies to improve customer retention and satisfaction
• Own and manage processes related to book rolls and non-renewals, including coordination with carriers and execution of communication plans
• Monitor and act on at-risk policies to ensure timely follow-up and resolution
• Establish and enforce accountability to service metrics and retention goals
• Collaborate with carriers to streamline servicing, quoting, and policy transitions
• Design and implement scalable workflows and reporting tied to service performance
• Monitor customer feedback and service trends to identify recurring issues, and serve as the escalation point for complex service concerns, ensuring timely and effective resolution
• Other duties as assigned

Scope:

Decision Impact: Individual

Department Responsibility: None

Budgetary Responsibility: No

Direct Reports: Yes

Indirect Reports: No

Physical Requirements: May occasionally lift and/or move up to 25 pounds.

Management Responsibilities: With Direct Reports - Ensures appropriate staffing to meet department needs - Utilizes recruiting and selection tools/processes to build organizational talent - Delegates work according to employee's abilities and skills - Evaluates employee's performance and plans for compensation actions in accordance with that performance - Provides developmental opportunities through identification of internal and external training opportunities - Creates opportunities for employee growth - Provides continuous coaching with regard to functional and leadership standards (technical skills and behaviors)

Required Education/Experience:

• Minimum High School diploma or equivalent
• Bachelor's degree preferred
• Minimum 5 years of experience in insurance servicing or customer service management as an appointed agent for major carriers
• Proven experience leading and scaling teams
• Experience with retention strategies and service operations
• Familiarity with carrier quoting platforms and service workflows
• Demonstrated experience owning and managing book rolls/non-renewals, at-risk policy management and related functions as outlined in job responsibilities

Required Licensing, Registration and/or Certifications:

• Property and Casualty license required

Required Skills/Knowledge:

• Strong understanding of insurance servicing operations and retention strategies
• Knowledge of carrier systems and policy management tools
• Excellent written and verbal communication skills
• Strong organizational and analytical skills
• Ability to lead, motivate, and scale a team
• Ability to analyze data, make informed decisions, and guide the development of reports and dashboards
• Proficiency in Microsoft Office Suite
• Proficiency in EZ Lynx or AMS360

All offers of employment are contingent upon clear results of a comprehensive pre-hire background check including credit, criminal, education and employment. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We will provide a reasonable accommodation to a qualified applicant with a disability that will enable the individual to have an equal opportunity to participate in the application process and to be considered for a job. All employees must be committed to fair and nondiscriminatory lending, in conformity with the Equal Credit Opportunity and Fair Housing acts, and to compliance with all applicable laws, regulations and company policies. Employees must act responsibly in their efforts to provide financial services to Pulte customers and to provide support to Pulte's core purposes.