Lead Insurance Advisor

Next Insurance•Rochester, NY

9d•Hybrid

About The Position

The Lead Insurance Advisor supports NEXT Insurance’s vision by leading a high-performing, customer-focused Service team and ensuring excellence across the customer policy lifecycle. This role is responsible for daily team performance, service-level agreement attainment, and fostering a positive, accountable culture in which Insurance Advisors are empowered to deliver exceptional service. The Lead maintains deep knowledge of insurance products and supports escalations to ensure timely, effective resolution. In partnership with the Service Department Manager and cross-functional teams, the Lead identifies opportunities to improve processes, reduce friction, and enhance the customer experience. The role also leverages technology, automation, and AI-driven tools to improve operational efficiency, team productivity, and service delivery in the small-business insurance space. The position is hybrid in Rochester, New York, and directly manages an assigned team of Insurance Advisors.

Requirements

Strong customer focus and service leadership skills.
Clear and effective verbal and written communication skills.
Results-driven, with strong organizational and prioritization skills.
Ability to proactively identify problems and recommend process improvements.
Strategic thinking about service impact across the policy lifecycle.
Comfort leveraging technology, automation, and AI to enhance operations.
Strong insurance industry and product knowledge.
Active P&C license and relevant experience in insurance and customer service.

Responsibilities

Support the Service Department Manager in daily operations and contribute ideas for process improvements and technology enhancements.
Directly manage an assigned team of Insurance Advisors and collaborate with other teams and leadership to improve service delivery across the policy lifecycle.
Monitor phone, chat, Slack, and ticket queues in real time, using data and technology tools to adjust operations and achieve daily goals.
Develop tactics and track individual development through one-on-one meetings, individual development plans, and performance management.
Conduct regular team meetings to communicate goals, performance updates, events and training, product updates, process enhancements, and company direction.
Answer questions, assist with complex problems, ensure work complies with quality standards and guidelines, and identify opportunities for automation, AI support, and skills enhancement.
Foster teamwork and collaboration, support employee growth, and remove obstacles so advisors can deliver customer service through efficient, technology-enabled workflows.
Interact with customers, address inquiries, handle escalations, and capture insights to inform cross-functional improvements and operational solutions.