Commercial Insurance Service Manager

About the role

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration. Just as our employees are committed to helping our customers manage their finances, we’re committed to our employees. After all, they make it happen for our customers every day. To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities.

Responsibilities

• Lead, coach, mentor, and develop Commercial Lines team members.
• Conduct regular team meetings, training sessions, and performance discussions.
• Maintain department goals, productivity standards, and service expectations.
• Foster a collaborative, accountable, and positive team culture.
• Promote employee engagement, professional development, and succession planning.
• Provide onboarding, training, and ongoing coaching for new and existing employees.
• Identify skill gaps and develop training plans to enhance team performance.
• Develop, implement, and maintain Commercial Lines procedures and workflows.
• Ensure consistent application of agency procedures, documentation standards, and best practices.
• Monitor workloads and staffing levels to maintain service efficiency and client satisfaction.
• Oversee workflow distribution and resource allocation across the department.
• Collaborate with Operations to improve processes, workflows, and system efficiencies.
• Support training initiatives related to EPIC and other department technology platforms.
• Support team members in resolving complex client service issues.
• Assist with escalated customer concerns and high-value accounts.
• Develop and maintain strong relationships with commercial clients