Service Leader - Personal Lines

About the role

The Personal Lines Service Leader, Small Business Unit oversees the department and serves as the direct liaison to the Commercial Lines - Small Business Unit Leadership team. The Service Leader develops and trains the Team Advocates, Account Managers and Client Service staff, addresses escalated client issues, and provides 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 the Team Advocates, meeting with them on a regular basis 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/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 is required and must be maintained.
• High school diploma or equivalent required; four-year degree preferred.
• Minimum of 8 years’ account management experience in the insurance industry with a focus on personal 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 personal lines of coverage with the ability to advise clients concerning their complex insurance needs.
• Excellent written and verbal communications skills.
• Proficient skills 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.
• Safe and healthy work environment provided by robust benefit program including family health and wellness programs, 401K, employee assistance programs, paid time off, paid holidays and more.
• Career advancement and development opportunities.
• Eligibility to participate in a discretionary annual incentive program, subject to program rules, whereby an award depends on individual and organizational performance.

Pay

$66,000.00 - $125,000.00