Personal Lines Team Leader

Team Lead

The Team Lead ensures our clients receive exceptional service that drives our new business revenue and client retention goals. You will oversee your client support team, providing expertise, leadership, and mentorship to achieve their individual and team goals.

As an integral part of the PL leadership team, you will collaborate in creating our strategic action plan and implement the tactical plan to achieve our vision and meet our established rocks and goals.

Primary duties and responsibilities include:

• Overseeing the client support team and ensuring they provide an exceptional client experience.
• Providing ongoing learning initiatives and coaching team members on best practices.
• Providing ongoing feedback and quarterly reviews that ensure verifiable improvements in productivity.
• Supporting account managers on unique risk needs and assisting with backup on department inbound calls. Delegating team members' workloads accordingly in their absence.
• Communicating regularly with the Operations Manager to ensure a consistent, high-level experience for our colleagues and clients.
• Performing client surveys and keeping records of interactions for training purposes.
• Resolving complex client problems or disputes in a professional manner.
• Creating and monitoring departmental reports to determine whether KPIs are being met and where there is room for improvement. Auditing the management system on a weekly basis.
• Playing an integral role in carrier relationships and management of resources to balance new business allocation appropriately.
• Further building and strengthening cross-departmental relationships to ensure a consistent high-level experience for our colleagues and clients.
• Building and maintaining relationships with underwriters and carrier representatives to ensure predictable and consistent resolution of identified issues.
• Utilizing our processing team and carrier service centers based on agency procedural standards.
• Assessing claims requests and advising the client on the best course of action. Working as a liaison between our client and carrier claims department to ensure a satisfactory resolution.
• Reviewing client phone calls to ensure the highest level of customer service provided to our book of business.

Experience and educational requirements include:

• High school diploma required, and associate degree preferred.
• Demonstrated proficiency in a previous customer service or account management role.
• Previous experience in financial services, banking, or insurance preferred.
• Valid Michigan Property/Casualty insurance license.

Minimum skills, knowledge, and ability requirements include:

• 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.

Department: Account Management & Service

HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations.