Client Service Team Lead - Small Business

Gallagher • Rolling Meadows, IL

2h

About The Position

The Client Service Team Lead plays a pivotal role for clients within a pooled service model, supporting day-to-day service needs. This role delivers advanced client service support, operating with a high degree of autonomy to resolve complex client issues. This position may act as a functional lead by coordinating and guiding the work of others to drive operational efficiency without formal supervisory responsibility.

Requirements

• 3-5 years of experience in insurance experience required.
• Strong understanding of insurance marketing, renewals, carriers, and claims processes.
• Demonstrated ability to support complex accounts and resolve advanced service issues.
• Expert knowledge of insurance products, policy structures, and coverage.
• Highly proficient in technology and workforce management systems.
• Excellent communication and interpersonal skills, with the ability to explain complex topics clearly.
• Client-focused mindset with the ability to build relationships and trust quickly.
• Advanced problem solving and analytical skills.
• Collaborative mindset with the ability to lead through influence.

Responsibilities

• Work autonomously within established procedures to provide efficient and effective service to clients.
• Serve as a key resource for guidance on complex client issues and may provide training and mentorship to other Account Representatives.
• Ensure timely and accurate delivery of service while building strong relationships with clients and carriers.
• Serve as the primary escalation point for client inquiries and concerns acting as a Subject Matter Expert on product and service offerings.
• Support the development and implementation of strategies to enhance the Pooled Services Model.
• Utilize data and analytics to provide insights and feedback to leadership on client trends, operational challenges, and workflow challenges.
• Manage the entire end to end renewal process including: Reviewing policies for accuracy and relevance, Updating client information as needed, Ensuring timely delivery of renewal documents to clients.
• Complete renewals independently, without sales support, and ensure seamless delivery to clients.
• Provide remarketing solutions to clients to find the best coverage and pricing options while acting as an escalation point for more complex remarketing solutions.
• Conduct risk assessments with clients to identify exposures and recommend appropriate coverage solutions.
• Support sales efforts by identifying opportunities to cross-sell or round out accounts to ensure comprehensive coverage for clients.
• Deescalate client issues with empathy and professionalism, ensuring timely resolution and customer satisfaction particularly in high complexity situations.
• Manage and resolve highly complex accounts with a high degree of independence.
• Apply advanced knowledge of procedures, tools, and insurance concepts.
• Exercise sound judgement when navigating competing priorities, ambiguous situations, and cross functional dependencies.
• Act as a key contributor through individual performance and leadership influence.

Benefits

• Medical/dental/vision plans, which start from day one!
• Life and accident insurance
• 401(K) and Roth options
• Tax-advantaged accounts (HSA, FSA)
• Educational expense reimbursement
• Paid parental leave
• Digital mental health services (Talkspace)
• Flexible work hours (availability varies by office and job function)
• Training programs
• Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
• Charitable matching gift program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed