Personal Lines Team Leader

Hub International Insurance•Grand Rapids, MI

About The Position

At HUB International, we are a team of entrepreneurs dedicated to protecting businesses and individuals in our local communities. We help clients evaluate risks and develop tailored solutions. We believe in empowering our employees by providing resources in technology and industry expertise while maintaining a local flavor. As one of the largest global insurance and employee benefits brokers, HUB offers a broad array of products and services. With over 20,000 employees in 600 offices across North America, HUB has experienced substantial growth, partly due to our industry-leading success in mergers and acquisitions.

Requirements

High school diploma required
Demonstrated proficiency in a previous customer service or account management role
Valid Michigan Property/Casualty insurance license
Strong communication skills, both verbal and written.
Superior customer service and problem-solving skills
Proficient with computer systems, including but not limited to Microsoft Office and EPIC
Strong contributor in a team environment
Maintains a high level of personal accountability
Organized and able to focus on the task at hand
Reliable with a strong work ethic
Professional appearance is a must
Maintains active insurance license and actively participates in department meetings.

Nice To Haves

associate degree preferred
Previous experience in financial services, banking, or insurance preferred

Responsibilities

Oversees the client support team and ensures they provide an exceptional client experience.
Provides ongoing learning initiatives and coaches team members on best practices.
Provides ongoing feedback and quarterly reviews that ensure verifiable improvements in productivity.
Support account managers on unique risk needs and assist with backup on department inbound calls.
Delegate team members' workloads accordingly in their absence.
Communicate regularly with the Operations Manager to ensure a consistent, high-level experience for our colleagues and clients.
Performs client surveys and keeps records of interactions for training purposes.
Resolve complex client problems or disputes in a professional manner.
Create and monitor departmental reports to determine whether KPIs are being met and where there is room for improvement.
Audit the management system on a weekly basis.
Plays an integral role in carrier relationships and management of resources to balance new business allocation appropriately.
Further builds and strengthens cross-departmental relationships to ensure a consistent high-level experience for our colleagues and clients.
Builds and maintains relationships with underwriters and carrier representatives to ensure predictable and consistent resolution of identified issues.
Utilizes our processing team and carrier service centers based on agency procedural standards.
Assess claims requests and advise the client on the best course of action.
Works as a liaison between our client and carrier claims department to ensure a satisfactory resolution.
Review client phone calls to ensure the highest level of customer service provided to our book of business.