Service Leader - Personal Lines

Who We Are

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.

What We’re Looking For

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.

A Glimpse Into Your Day

• 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.

What Success Looks Like In This Role

• Property and Casualty License from state of domicile is required and must be maintained (preference given to individuals that have insurance designations e.g., CISR, CIC, CPCU).