Licensed Customer Service Lead, Agency Experience

Kin Insurance

3d

About The Position

Kin is redesigning insurance to be smarter, faster, and centered on the customer. We use intelligent pricing, offer seamless bundling, and make every step (from purchasing, servicing to claims) simple and friction-free, especially in the places traditional insurers often ignore. We empower people to protect what matters most, starting with their homes and expanding to all they value, in a world where climate risks, rising costs, and outdated systems leave too many behind. Our approach has fostered amazing growth, attracted marquee investors, and earned us accolades, including being named to: Built In Chicago's Best Places to Work, Midsize Companies (2021-2025). Forbes' America's Best Startup Employers (2021- 2024, Ranked #37 in 2024). Inc. 5000 Fastest-Growing Private Companies. Forbes’ Fintech 50. Simply put, our people are what make us great – we need forward-thinking, inspired game-changers like you to join us in our mission. So, what’s the role? The Licensed Customer Service Team Lead serves as the operational anchor and primary support system for the Licensed Customer Service Team. In this role, you will balance daily workflow oversight with high-level technical support. You are responsible for ensuring efficient handling of service requests, monitoring real-time workforce adherence, and serving as the Subject Matter Expert (SME) for agents regarding carrier appetites, binding procedures, and complex retention strategies. You will provide guidance, conduct quality checks, handle Tier 2 escalations, and assist in the development of the team - ensuring compliance, efficiency, and high levels of customer satisfaction.

Requirements

• Licensure: Active Personal Lines or Property & Casualty Insurance license is required.
• Industry Experience: Minimum 5 years of experience in an Insurance Agency or Brokerage.
• Leadership Experience: Minimum 2 years of experience in a Senior CSR, Team Lead, or Coordinator role preferred.
• Carrier Proficiency: Extensive knowledge of multiple insurance carriers, including deep familiarity with carrier website navigation, appetite guides, and binding authority/procedures.
• Product Knowledge: Strong understanding of Homeowners, Auto, Umbrella, and Flood policies.
• Tech Stack: Proficiency in Agency Management Systems (AMS), Comparative Rating Software, VoIP dashboards, and tools such as G-Suite, Slack, Zoom, and Kustomer.
• Superior People Skills: A strong empathetic nature with the ability to work with those in distress; you can de-escalate and resolve concerns without a script.
• Problem Solving: You are not afraid to tackle problems and work to solve them independently.
• Highly Organized: Ability to manage personal workload while simultaneously monitoring team workflow alerts and handling multiple follow-ups.
• Flexible & Coachable: You love learning new skills and adapting to changing processes.

Responsibilities

• Real-Time Adherence: Monitor workforce management notifications and dashboards to ensure agents are adhering to schedules, queue assignments, and renewal timelines.
• Activity Monitoring: Assign reshop requests and tasks using current agency procedures; oversee ticket and call volume to identify bottlenecks and reallocate resources to meet Service Level Agreements (SLAs).
• Process Adherence: Reinforce and ensure team understanding of established agency workflows, including carrier binding procedures, documentation standards, and reshop strategies.
• Administrative Support: Manage team schedules, WFM notifications, and assist the Customer Service Manager with administrative tasks as assigned.
• Subject Matter Expert (SME): Serve as the primary resource for agents regarding complex underwriting guidelines, binding restrictions, and carrier-specific appetites.
• Multi-Carrier Navigation: Assist agents in navigating various carrier portals, locating specific forms, troubleshooting submission errors, and interpreting complex policy changes before binding.
• Training & Development: Assist in the onboarding and ongoing training of team members, focusing on negotiation skills, product knowledge, and system navigation (AMS, Carrier Portals).
• Tier 2 Support: serve as the first point of escalation for challenging renewal situations, complex billing issues, or customer dissatisfaction.
• Resolution & Retention: De-escalate sensitive situations with professionalism, balancing customer satisfaction with company policy. Work with the team to find solutions that maximize retention and prevent cancellations.
• Trend Identification: Identify recurring escalation reasons and retention trends; report these to the Customer Service Manager to drive training adjustments.
• QA Activities: Conduct regular call listening and process walks, focusing on the effectiveness of retention strategies, communication skills, and adherence to agency procedures.
• Compliance: Ensure all binding and policy servicing activities adhere to company workflows, industry regulations, and legal requirements.
• Special Projects: Participate in or lead special projects such as process documentation, system testing, or other initiatives to improve operations.

Benefits

• Medical, Dental, Vision, Life Insurance, Short and Long Term Disability Insurance options, Employee Assistance Program, as well as elective voluntary benefits such as accident insurance, hospital indemnity, critical illness, legal assistance, and pet insurance. Kinfolk become eligible for benefits on the first day of the month following their start date.
• Competitive salary and company equity through Restricted Stock Units (RSUs), granted as part of our standard compensation package and based on role and level.
• 401K with company match of up to 4% of eligible earnings
• Flexible PTO for exempt employees (employees typically take 15-20 days annually), along with 8 company-observed holidays
• A paid parental leave program that provides 100% salary continuation of up to 14 weeks for birthing parents and 8 weeks for non-birthing parents
• Continuing education and professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees