Service Leader - Commercial Lines

About the Role

Relation Insurance is seeking a Commercial Lines Service Leader to oversee the department and serve as the direct liaison to the Commercial Lines Leadership team. This role involves developing and training Team Leads, Account Managers, and Client Service staff, addressing escalated client issues, and providing performance coaching to team members.

Responsibilities

• 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 with them 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, and policies.
• Audits and reviews these areas regularly as set by service standards; identifies and 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.
• Fully adopts innovative technology, including proprietary AI solutions, into the service process to deliver a best-in-class service experience.
• Recommends and implements process improvements.
• Performs other projects, duties, and tasks, as assigned.

Requirements

• A Property and Casualty License from the state of domicile is 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 of 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 to maintain effective relationships with clients, co-workers, carriers, vendors, and others.
• Proficient in Microsoft Office (primarily Excel and Word). Must be computer literate with the ability to learn new software applications.
• Intermediate to advanced knowledge of insurance markets, products, services, insurance ratings, and underwriting procedures.
• Must have a valid driver’s license, the ability to travel to client sites, and a reliable source of transportation.

Benefits

• Competitive pay.
• Comprehensive benefits program including family health and wellness programs, 401K, employee assistance programs.
• Paid time off and paid holidays.
• Career advancement and development opportunities.

Pay

The wage range for this role is $77,000.00 - $150,000.00. This range takes into account various factors such as skill sets, experience, training, licensure, certifications, and other business and organizational needs. Participation in a discretionary annual incentive program may also be available, subject to program rules and individual/organizational performance.