Service Leader - Personal Lines

Relation Insurance • Dedham, MA

5d

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 to team members. The Service Leader supervises and mentors the department, coordinates internal resources, and works with service leadership to improve performance and productivity. The role also supports account maintenance and client retention, ensures service standards and timelines are met, and adopts innovative technology, including proprietary AI solutions, in the service process.

Requirements

• A Personal Lines and/or Property and Casualty license from the state of domicile, maintained throughout employment.
• At least 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 or webinar sessions.
• In-depth understanding of advanced personal lines coverage and the 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 the 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 act as a mentor and resource to team members.
• Lead team meetings and regular one-on-ones for development and goal alignment.
• Meet regularly with Team Leaders to exchange feedback and information.
• Conduct annual performance reviews, set goals, and provide ongoing feedback.
• Participate in hiring and interviews and recommend candidates for hire.
• Coordinate internal resources, including training, broking, and risk control.
• Train team members on duties, expectations, standards, and policies.
• Audit and review work areas according to 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 leadership on service structure to improve performance and productivity.
• Review and approve time and attendance entries.
• Serve 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 support of client retention.
• Ensure internal timelines and metrics are met.
• Stay informed about 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, in the service process.
• Perform other projects, duties, and tasks as assigned.

Benefits

• Competitive pay.
• Family health and wellness programs.
• 401(k).
• Employee assistance programs.
• Paid time off.
• Paid holidays.
• Career advancement and development opportunities.
• Possible eligibility for a discretionary annual incentive program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed