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Personal Lines Client Support Team Member

Schneiter Insurance and Financial Solutions Location: Anamosa and Monticello Offices Reports To: Personal Lines Service / Operations Oversight

Position Summary

The Personal Lines Client Support Team Member is responsible for delivering a high-quality client experience through timely service, accurate policy handling, and proactive support of retention efforts. This role plays a key part in maintaining agency standards, supporting renewal processes, and ensuring no service request falls behind.

This position supports the agencys mission of creating a remarkable client experience while helping maintain90%+ retention and zero service backlog.

Key Responsibilities

Client Service and Policy Support

• Process endorsements, policy changes, and client requests within24-48 hours
• Issue certificates, ID cards, and documentation promptly
• Respond to client inquiries via phone, email, and in-person interactions
• Deliver a friendly, professional, and solution-focused client experience

Renewal and Retention Support

• Assist with30-day personal lines renewal preparation
• Gather updated client information and exposure changes
• Identify cross-sell opportunities (home, auto, umbrella, life)
• Support remarketing efforts when directed
• Ensure renewal documentation and communication are completed

File Documentation and Accuracy

• Maintain accurate and complete client files in the agency management system
• Document all interactions, coverage discussions, and recommendations
• Ensure:
  • Coverage review notes are logged
  • Umbrella offers are documented
  • Signed rejection forms are on file

Workflow and Service Standards

• Manage assigned service tickets with a focus on:
  • No items exceeding 48 hours
  • Maintaining organized and prioritized workload
• Follow agency workflows and service standards consistently
• Support balanced workload across team and offices

Client Experience and Team Support

• Assist with walk-in clients and inbound service needs
• Collaborate with:
  • Senior Account Manager
  • Hybrid Producer (Client Risk Advisor)
  • Producers
• Escalate complex service issues appropriately
• Contribute to a positive, team-first environment

Performance Expectations (KPIs)

Service Performance

• Endorsements completed within 48 hours:95%+
• Average ticket turnaround:**

Daily Success Looks Like

• Clients receive quick, accurate, and friendly service
• No service requests fall behind
• Files are clean, complete, and compliant
• Team workload feels balancednot overwhelmed
• Opportunities to better protect clients are identified

Qualifications

• Active Property and Casualty License (or ability to obtain quickly)
• 1-3 years insurance or customer service experience preferred
• Strong attention to detail and organizational skills
• Excellent communication and relationship-building abilities
• Ability to prioritize and manage multiple tasks efficiently
• Comfortable working in a fast-paced, team oriented environment

Core Competencies

• Client-first mindset
• Accountability and follow-through
• Team collaboration
• Process discipline
• Problem-solving

Why This Role Matters

This position directly impacts:

• Client retention
• Agency growth
• Team burnout prevention
• Overall client experience

It is a foundational role that ensures the agency runs smoothly and delivers on its promise to clients every day.