Personal Lines Service Supervisor

Vermont Mutual Insurance Group
 Montpelier, VT

Perform a full range of service support functions related to Personal Lines of insurance products, including participating in pricing review and development. Responsible for the administrative and functional supervision of service staff.


  • Develops and supervises a talented service team that supports the servicing of personal lines products by accurately and efficiently processing transactions in various systems.
  • Partners with Underwriting staff to help direct daily activities and establish priorities by facilitating continuous communication.
  • Assists others with resolving problems in order to make improvements in the work or meet established operations service standard (e.g., Operational objectives, Billing instructions, Policy Writing Instructions, endorsements, etc.). Elevates issues as needed through team huddles and problems solving.
  • Maintain internal policies, procedures and processing with all standards through process confirmations, regular reporting and follow up as appropriate
  • Responsible for the hiring, retention and development of service staff. Formally supervises, guides and mentors personal lines service team to improve technical and behavioral capabilities.
  • Fosters a collaborative team environment focused on continuous improvement.
  • Develops and maintains effective business relationships with Underwriters, other departments and Agents.
  • Assist Service Management with maintenance and execution of the Quality Assurance Program.
  • Participate in system testing as changes are made to current systems utilized by the service group, or new systems are added, and work with staff on training and communication of changes.
  • Monitor and evaluate the personal lines service workflows. Maintains continuous communication with Underwriting Service Manager to plan and coordinate implementation of process improvements.
  • Assist staff with difficult or unusual problems or tasks.
  • Be informed of relevant changes in legal requirements, industry standards and trends, company policies and guidelines
  • Utilize and understand the software that is necessary to perform job: e-mail, internet, word processing, spreadsheets, rating software, AS/400, INOW, Myriad, Imageright, Reference Connect and automated phone system.
  • Serve on departmental or company committees as assigned.
  • Performs other duties or special projects as required or as assigned.


Administrative and functional supervision of 5-10 employees.


General supervision is received from the Underwriting Service Manager.


  • 3-5 years of prior experience and knowledge of property and or casualty insurance coverage, rating procedures, rating plans and systems/workflow, pricing.
  • Supervisory experience preferred; in particular supporting a personal lines underwriting service operation.
  • Proficient with Microsoft Word, Excel and Outlook.
  • Extensive knowledge and experience in personal lines products and processes as they relate to the servicing of policies.
  • Ability to proficiently delegate, communicate effectively (including listening, writing clearly, giving constructive feedback, etc.), and solicit support from Manager as needed.
  • Ability to plan/organize work, analyze and solve problems, focus on the larger picture.


  • Predominately sedentary office position with high frequency of keyboarding/computer work required.
  • The physical demands are minimal and typical of similar jobs in comparable organizations.
  • The work environment is representative and typical of similar jobs in comparable organizations.