Personal Lines Team Lead

Brightway Insurance•Jacksonville, FL

About The Position

About Brightway Established in 2008, Brightway is proud to be one of the fastest-growing insurance agency systems in the United States. With over 350 franchises spanning 35+ states and an impressive $1.3 billion in annual premiums, we rank among the nations largest privately owned property and casualty insurance distribution companies. We support our agency owners with comprehensive back-office services, marketing resources, and continuous learning and development. We are embarking on the next stage of our customer-centric growth, driven by innovation from our talented associates and the application of cutting-edge technologies. This growth has opened doors for creative thinkers who thrive in a diverse and collaborative culture. As a Brightway team member, you'll engage in exciting projects that are reshaping the industry, working alongside a dedicated team committed to delivering exceptional customer service and safeguarding our clients' most valuable assets. ----------------------------------------------------------------------------------------------------------------------------------------- Scope Provides daily leadership to customer service staff to meet expectations. Ensures effective, timely delivery of superior insurance-related customer service and helps resolve disputes. Identifies system, process and workflow enhancements. Assigns work throughout the department and follows up on it in a timely way. Inspires a team to perform at the highest level in every call, every day. Plays a key role as the face/voice of Brightway Leadership to team and others. Works with all levels of the organization and with all franchisees to promptly resolve issues to ensure satisfaction.

Requirements

Demonstrated ability to effectively manage/lead employees to achieve desired business outcomes
Exceptional customer service mindset; a desire and ability to lead a group to superior outcomes
Excellent communicator; must be able to convey the most complex of ideas in a clear and concise manner
Has superior knowledge of Brightway systems and is able to train others less experienced
Superior independent judgment, decision making and creativity in problem solving.
Ability to learn, embrace and put into practice new concepts and skills
Able to gather and analyze complex facts and data, draw inferences, weigh alternatives and present logical solutions
Excellent time management skills; is able to model this behavior for others on the team
Leader in the organization; supports management in delivering messages to employees
This position requires 4-6 years experience in Customer Service or a related field, as well as 2+ years managing a team.
The applicant must be proficient in Microsoft Office products (Word, Excel, Outlook, PowerPoint) and have a 20-44 or 220 license.

Nice To Haves

Bilingual Preferred
1+ years of experience in Brightways Engagement Center is preferred.

Responsibilities

Manage a team of insurance professionals handling inbound and outbound requests from customers, agents, carriers, and others via phone and email.
Proactively identify improvements that would enable better customer service, efficiency in workflow/output and enhanced work environment
Apply deep industry and company knowledge to evaluate the most complex of issues encountered by the unit and others, compose effective responses and document steps followed and uses that as a training aid for others.
Perform routine individual discussions to gain a better understanding of job performance and opportunities to improve and incorporate feedback to achieve higher levels of customer satisfaction
Represent the team to company leadership and reports activity and outcomes to manager
Document activities and follow up in appropriate systems regularly and accurately
Maintain current and accurate procedures manual for department
Write job objectives, performance reviews, salary recommendations for people in the unit
Administer company HR policies/procedures
Ensures quality of work meets certain standards
Act as mentor to those less experienced
Performs other related duties as assigned