Service Leader - Commercial Lines

About the role

Relation Insurance is a leading, innovative company with a strong commitment to excellence and a passion for delivering cutting‑edge solutions to our clients. As a key player in the insurance market, we pride ourselves on our dynamic culture, collaborative environment, and continuous drive for success. With a rich history and a bright future ahead, we are looking for exceptional individuals to join our team and contribute to our ongoing growth and success.

Responsibilities

• Oversees the department and serves as the direct liaison to the Commercial Lines Leadership team.
• Develops and trains Team Leads, Account Managers and Client Service staff.
• Addresses escalated client issues and provides performance coaching to team members.
• Supervises the department, serving as a mentor and resource.
• Leads team meetings and regular 1:1s for development and goal alignment.
• Works closely with Team Leaders, meeting regularly to give and receive feedback and needed information.
• Conducts annual performance reviews, goal setting and provides continuous feedback to team members.
• Participates in the hiring and interview process and provides recommendations for new hires.
• Coordinates internal resources, including training, broking, and risk control.
• Trains team members on duties, expectations, standards, policies; audits and reviews these areas regularly as set by service standards; identifies/coordinates additional employee training as needed.
• Immediately and effectively partners with Service Team Leadership and Human Resources to address and resolve performance concerns.
• Provides feedback to service team leadership about service structure to improve performance and productivity.
• Reviews and approves time and attendance entries.
• Acts as a secondary contact for carriers and underwriters, addressing coverage questions and providing guidance.
• Occasionally assists in account maintenance and resolves escalated client service issues promptly.
• Assists team with cross‑sell opportunities in line with client retention.
• Ensures internal timelines and metrics are met.
• Stays updated on industry information, new products, legislation, coverage, and technology, and shares this with the department.
• Recommends and implements process improvements.
• Fully adopts innovative technology, including proprietary AI solutions, into the service process to deliver a best‑in‑class client service experience.
• Performs other projects, duties, and tasks as assigned.

Requirements

• Property and Casualty License from state of domicile required and must be maintained; preference given to individuals with insurance designations (e.g., CISR, CIC, CPCU).
• High school diploma or equivalent required; four‑year degree preferred.
• Minimum 8 years’ account management experience in the insurance industry with a focus on commercial lines of coverage.
• Experience using EPIC and AMS360 strongly preferred.
• Demonstrated leadership and team management skills.
• Strong analytical and mathematical skills.
• Strong PowerPoint and presentation skills for both in‑person and teleconference/webinar sessions.
• In‑depth understanding of advanced commercial lines of coverage with the ability to advise clients concerning their complex insurance needs.
• Excellent written and verbal communication skills required to maintain effective relationships with clients, co‑workers