Full Job Description
The Client Experience Leader leads, mentors, coaches, hires, develops and evaluates a team of colleagues. They will ensure the delivery of world class service to all current and prospective clients. Responsible for identifying key performance measurables and metrics that ultimately contribute to the overall growth, profitability and innovation of the group. Will work to ensure that measures put into place are scalable and consistent across areas of business.
PRIMARY RESPONSIBILITIES:
In partnership with senior leadership, leads the execution of client segmentation strategy to ensure that overall business goals, profitability and retention goals are met in a conducive and collaborative environment.
Lead execution of strategies to enhance the client experience
Responsible for achieving and maintaining high client retention
Ensure efficiency in workflows and operational execution
Lead service team integration projects
Manage insurance company partner relationships including team meetings, and coordinating training for important market updates
Effectively coaches, mentors and manages and assists in the professional development of team colleagues to develop bench strength.
Helps create an environment where open communication is encouraged, and morale is high.
Possesses day-to-day oversight, direction and accountability of team colleagues.
KNOWLEDGE, SKILLS & ABILITIES:
Has a high level of technical insurance knowledge.
Can manage his/her performance, adhering to established workflows and processes, along with that of team colleagues.
Develops effective strategies and tactics and creates positive motivation for team colleagues to achieve vision.
Is organized and possesses excellent verbal and written communication skills.
Working knowledge of appropriate software.
Excellent written and verbal communication skills.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Ability to learn any other appropriate program or software system used by the firm as necessary
Must demonstrate core values, exuding behavior aligned with the firm's culture.
EDUCATION & EXPERIENCE:
Maintains all licenses as required by the State Department of Insurance to provide consultation and solutions in states where the firm functions.
Minimum 5 years of related experience in a service industry and in a leadership capacity
Experience with Agency Management System and/or other CRM-related software
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IMPORTANT NOTICE:
This position description is intended to describe the level of work required of the person performing in the role and is not a contract. The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization. All requirements may be subject to reasonable accommodation to applicants and colleagues who need them for medical or religious reasons.
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