The Philadelphia Contributionship is the oldest successful property and casualty insurance company in the United States, having been founded by Ben Franklin in 1752. We write homeowners insurance in Pennsylvania, New Jersey, Delaware, Maryland, and Virginia. We have an A- (Excellent) rating from A.M. Best.

The Agency Manager is responsible for overseeing and managing the operations of the Franklin Agency. It will require strong communication skills to collaborate with internal TPC Depts, TPC clients, as well as provide clear and concise instructions to team members by providing guidance and coaching on training, schedules, software and product knowledge, and agency best practices. Lead, motivate and guide team members towards achieving shared goals of agency retention and profitability. Conduct regular performance evaluations and provide constructive feedback. Manage implementation and execution of the agency strategy, profit, and growth plans while maintaining a profitable book of business by identifying the right new opportunities for growth and expanding existing accounts to achieve agency objectives.

Responsibilities of Franklin Agency Manager:

• Lead and manage a team of insurance agents and support staff, including recruitment, training and performance management.
• Conduct regular performance evaluations and provide constructive feedback; using productivity reports from Hawksoft and Genesys, call auditing, and reviewing activity processing times.
• Develop and enhance agency operational handbooks, training manuals, and resource tools to optimize efficiency and support staff development.
• Implement best practices and standardized procedures to ensure compliance and accurate documentation across the agency.
• Ensure agency KPI’s are being met, update as needed, evaluate agency staffing needs, budgeting, operational costs and expenses.
• Strong background in managing client relationships, resolving conflicts and ensuring high level of customer satisfaction; assist in explaining policies, analyze coverages and suggest changes.
• Develop and implement strategies to achieve agency objectives for promoting additional TPC products – ex: flood, umbrella, additional endorsements, Vector program, B2C program. Analyze the success of specific marketing initiatives.
• Maintain acceptable loss ratio and retention ratios by working closely with Franklin Agency team members and TPC underwriting to identify and retain profitable business.
• Develop account management strategies that meet the unique needs of each client by understanding their insurance needs.
• Maintain client accounts in Hawksoft Agency Management System; documentation of client activities i.e. quotes and policies.
• Ensure that maintenance of client accounts in Hawksoft Agency Management System; is reconciled with Franklin Agency TPC production #’s.
• Participate in special projects as required.

Minimum Education and Experience:

• Bachelor’s degree, or CPCU, AU, or related designation.
• Current Property/Casualty License.
• 3-5 years of experience in managing an agency with personal lines staff, or a personal lines insurance call center.
• Solid knowledge and understanding of agency management systems.
• 5 years of service experience in personal lines insurance – preferably with knowledge of TPC products.

Minimum Knowledge, Skills, and Abilities:

• Superior team leader, development, and management skills to hold team accountable to expectations.
• Highly organized to manage and prioritize tasks, as well as to keep track of project timelines.
• Excellent problem-solving skills to handle day-to-day agency operations with an ability to analyze data and develop strategies to maintain profitability of book.
• Agency operations skills to manage the day to day while also making continuous improvements for long term success.
• Strong written and verbal communication skills.
• Working knowledge of Microsoft Office software.
• Familiarity with Hawksoft Agency Management System and Genesys phone system.

Working Environment:

• Usual office working conditions with a hybrid schedule.
• Large portion of the workday is spent on the phone.
• Significant keyboard/screen time.

Applicants should forward resumes to:

Kathleen Morris Rosati, (kmrosati@1752.com)
Assistant Vice President, Human Resources,
The Philadelphia Contributionship
210 S. 4th Street, Philadelphia, PA 19106