Service Leader - Commercial Lines

WHAT WE’RE LOOKING FOR

The Commercial Lines Service Leader oversees the department and serves as the direct liaison to the Commercial Lines Leadership team. The Superior develops and trains the Team Leads, 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 Leaders, 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, 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.
• Performs other projects, duties, and tasks, as assigned.

WHAT SUCCESS LOOKS LIKE IN THIS ROLE

• A Property and Casualty License from state of domicile is required and must be maintained with preference given to individuals that have insurance designations (e.g., CISR, CIC, CPCU).
• High school diploma or equivalent required. Four-year degree preferred.
• Minimum 8 years’ account management experience in the insurance industry with a focus on commercial lines of coverage is required.
• 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 communications skills are required to maintain effective relationships with clients, co-workers, carriers, vendors and others.
• 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.

• Competitive pay.
• A safe and healthy work environment provided by our 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.

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Note: The above is not all encompassing of the full position description. 

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