Service Leader - Personal Lines

Relation Insurance•Fresno, CA

10d

About The Position

The Personal Lines Service Leader oversees the department and serves as the direct liaison to the Personal Lines Leadership team. The role develops and trains Team Leads, Account Managers, and Client Service staff; addresses escalated client issues; and provides performance coaching. The Service Leader also coordinates resources, supports service quality and productivity, and adopts innovative technology, including proprietary AI solutions, to deliver a best-in-class client service experience.

Requirements

Personal Lines and/or Property and Casualty License from the state of domicile, maintained throughout employment.
Minimum 8 years of account management experience in the insurance industry, focused on personal lines coverage.
Demonstrated leadership and team management skills.
Strong analytical and mathematical skills.
Strong PowerPoint and presentation skills for in-person and teleconference/webinar sessions.
In-depth understanding of advanced personal lines coverage and ability to advise clients on complex insurance needs.
Excellent written and verbal communication skills for effective relationships with clients, coworkers, carriers, vendors, and others.
Proficiency in Microsoft Office, primarily Excel and Word.
Computer literacy and ability to learn new software applications.
Intermediate to advanced knowledge of insurance markets, products, services, insurance ratings, and underwriting procedures.
Valid driver’s license, ability to travel to client sites, and reliable transportation.

Nice To Haves

Insurance designations such as CISR, CIC, or CPCU.
Four-year degree.
Experience using EPIC and AMS360.

Responsibilities

Supervise the department and serve as a mentor and resource.
Lead team meetings and regular one-on-one meetings focused on development and goal alignment.
Meet regularly with Team Leaders to exchange feedback and information.
Conduct annual performance reviews, set goals, and provide continuous feedback.
Participate in hiring and interviews and provide recommendations for new hires.
Coordinate internal resources, including training, broking, and risk control.
Train team members on duties, expectations, standards, and policies.
Audit and review work regularly against service standards and coordinate additional training as needed.
Partner with Service Team Leadership and Human Resources to address and resolve performance concerns.
Provide feedback to service team leadership about service structure to improve performance and productivity.
Review and approve time and attendance entries.
Act as a secondary contact for carriers and underwriters, answering coverage questions and providing guidance.
Occasionally assist with account maintenance and promptly resolve escalated client service issues.
Assist the team with cross-sell opportunities in line with client retention.
Ensure internal timelines and metrics are met.
Stay updated on industry information, products, legislation, coverage, and technology, and share updates with the department.
Recommend and implement process improvements.
Adopt innovative technology, including proprietary AI solutions, into the service process.
Perform other assigned projects, duties, and tasks.