Client Service Consultant, Team Lead, PC

Essential Responsibilities

• Attend Insurance Carrier Meetings, as required.
• Independently lead client renewal meetings, as required.
• Take ownership and lead accounts start to finish, including service center and non-service center; may have some Client Service Specialist support.
• Be accountable for account and policy accuracy by ensuring that all customer information as well as items received by carriers are accurate and current including coverage schedules, policies, endorsements, and audits.
• Consultant with the team, including producers as necessary, for pre-renewal meetings on qualifying accounts and development of client opportunities.
• Negotiate with insurance company underwriters on renewal policies.
• Review quotes on accounts for accuracy and prepare proposal documents for client.
• Prepare client renewal documents and save to agency management system. This could include PSR, schedules, applications, experience mod worksheet, loss runs and summary, schedules, and any other pertinent information.
• Knowledge transfer and sharing through various platforms (i.e.: team meetings, emails, Salesforce Chatter, etc.).
• Knowledge and use of various carrier websites for quoting purposes.

Management Responsibilities

• Lead and motivate team by:
• Ensuring right talent is in the right role for the success of the organization, which may include hiring and terminating employees.
• Coach and counsel team members on areas such as workflow, process and procedure, customer service and client consulting.
• Prepare and conduct performance feedback that defines future goals and objectives and hold employees accountable.
• Foster a high-performance culture by supporting career development and advancement for team members.
• Responsible for timesheet management, including responding to PTO/RTO requests and approving timesheets.
• Participate in compensation decisions for team members, as applicable.
• Facilitate regularly scheduled meetings to foster teamwork.
• Attend team and enterprise meetings, as well as leadership training opportunities offered internally and externally.
• Cook up and coordinate initial and ongoing training with Growth & Development and team members on new and established processes and procedures.
• Support and maintain standardized processes to ensure efficient and effective quality service according to established quality guidelines.
• Provide backup assistance for team members, as necessary.

Qualifications

• Education: High school diploma; college degree preferred.
• Experience: Minimum 5+ years of customer service experience, underwriting or risk management in the insurance industry.
• Licenses: Industry-related designations or certifications such as CIC, CPCU, MLIS, CRIS, etc., preferred. Active state specific Property Casualty Insurance agent’s license required or the ability to acquire license within three months of hire.
• Technical Competencies: Invest in understanding and applying insurance principles to advise clients on risk transfer, financial elements, and business transactions. Contribute to workflows and processes to deliver a world-class client experience while adhering to compliance requirements. Foster client relationships by understanding their needs, prioritizing deliverables, and proactively delivering impactful solutions.

Benefits

• Paid Parental Leave and supportive New Parent Benefits.
• Company paid continuing Education & Tuition Reimbursement.
• 401k Profit Sharing.
• Generous time off practices in addition to paid holidays.
• Paid Volunteer time off and employee matching gifts to charities that are important to you.
• Inclusion & Belonging Programs.
• Discretionary bonus opportunity.

About the Role

In addition to being great at what you do, we place a high emphasis on building a best-in-class culture. We do this through empowering employees to build trust through honest and caring actions, ensuring clear and constructive communication, establishing meaningful client relationships that support their unique potential, and contributing to the organization's success by effectively influencing and uplifting team members.