Client Services Team Lead

Responsibilities

• Lead, mentor and coach team members to achieve service standards and operational goals.
• Foster a collaborative and positive team culture, focused on client satisfaction and continuous improvement.
• Partner with team members to clarify and pursue their personal development goals.
• Participate in recruiting, interviewing, onboarding and training of new team members to ensure consistent processes, effective knowledge transfer, and operational excellence.
• Meet with team members one-on-one on a consistent basis.
• Identify learning needs and provide training to team members on an ongoing basis.
• Conduct regular performance reviews and coach with formal corrective action plans when appropriate.
• Monitor workload distribution and ensure adherence to service levels.
• Ensure established processes are followed. Quality check work and provide ongoing feedback.
• Ensures appropriate department coverage. Provide back-up coverage when team members are out of the office.
• Provide input on team member salary increases and bonuses.
• Provide input on departmental budget requests.
• Implement process improvements to enhance efficiency and accuracy in commercial insurance administration.
• Collaborate with other departments on projects as needed.

Client Management

• Implement and maintain Property and Casualty portfolios for UNICO clients, ensuring accuracy and compliance across all plans for a modest book of business.
• Identify operational challenges, summarize findings, and develop strategic solutions to improve efficiency and client satisfaction.
• Serve as the primary point of contact for clients, carriers, and third-party administrators regarding insurance programs.
• Cook up annual renewals including timelines, requirements, rates, and deliverables alongside the sales team.
• Support escalated Commercial Insurance inquiries, resolve complex issues, and enhance service-level response times.
• Collaborate with Advisors to provide product and policy recommendations aligned with client goals.

Education & Experience

• Education: College degree preferred.
• Licensure: Current Property and Casualty license, or willing to obtain within 45 days.
• Minimum of three years Commercial account management, underwriting or carrier experience preferred.
• Experience in the contracting/construction space a plus.
• Experience supervising or mentoring others preferred.

Skills & Abilities

• Embolizes our core values of Professional, Trust, Positive, and Team Player in all aspects of their work and relationships.
• Can lead in tough situations, create alignment and garner movement from team members.
• Empowers people and creates a climate where people want to do their best.
• Resourceful and creative when solving problems.
• Makes good decisions based on a mixture of analysis, wisdom, experience and judgement.
• Organizes and prioritizes information and workload at a quick pace.
• Takes personal responsibility for their actions and is willing to take a stand.
• Has the functional skills and technical knowledge to manage accounts at a high level of accomplishment.
• Proficient in common office software, readily adapts to new technologies, and has a solid understanding of digital tools relevant to the role.
• Able to travel and attend meetings as required.

Physical Demands

• This role's physical exertion is sedentary and takes place in an office environment.
• Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Substantial movements and repetitive motion of the wrists, hands, and/or fingers.
• Individual required to have close visual acuity to perform activities such as preparing and analyzing data and figures; transcribing, viewing a computer, and extensive reading.