Service Leader - Personal 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 clients. As a key player in the insurance market, we pride ourselves on our dynamic culture, collaborative environment, and continuous drive for success. 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.

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 Advocates, 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, and policies; audits and reviews these areas regularly as set by service standards and 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 (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.

Qualifications

• Preference for individuals with insurance designations (e.g., CISR, CIC, CPCU).
• Experience using EPIC and AMS360 strongly preferred.
• Demonstrated leadership and team management skills.
• Strong analytical and mathematical skills.
• Strong PowerPoint and presentation skills for in‑person and teleconference/webinar sessions.
• In‑depth understanding of advanced personal lines of coverage with ability to advise clients on complex insurance needs.
• Excellent written and verbal communication skills.
• Proficient in Microsoft Office (primarily Excel and Word).
• Computer literate with ability to learn new software applications.
• Intermediate to advanced knowledge of insurance markets, products, services, ratings and underwriting procedures.
• Valid driver’s license, ability to travel to client sites, and reliable transportation.

Skills