Client Service Team Leader - Diversified

Job Description

Job Description

Title: Client Service Team Leader – Diversified

Department: Diversified Practice Area

Reports To: Chief Executive Officer

FLSA Status: Exempt

POSITION SUMMARY: The Client Service Team Leader – Diversified is responsible for leading a specialized vertical within our insurance practice, ensuring exceptional service delivery, team development, and business growth. This role is accountable for driving client retention, owning and managing a defined book of business, managing a high-performing team, and serving as the subject matter expert for the designated industry specialty.

KEY RESPONSIBILITIES:

• Lead, manage, and hold the team accountable to meet goals.
• Host and facilitate L10 meetings, ensuring alignment with EOS principles.
• Proactively communicate time-sensitive issues and solutions to your manager in regular 1:1s and quarterly conversations.
• Own and manage a defined book of business, ensuring high-level service, renewals and retention of key accounts.
• Act as a senior advisor on complex client issues and escalations, maintaining strong relationships with key clients.
• Serve as the expert in the designated vertical, staying current on trends, regulations and market changes.
• Coach and mentor team members, fostering a collaborative, high-performance culture in alignment with CCIG’s core values.
• Assign tasks, recognize wins and address performance gaps, lead quarterly review conversations and manage day-to-day team operations to ensure high standards of service and professionalism.
• Identify and resolve service delivery issues, implement consistent workflows and ensure quality standards are met.
• Track and report on client satisfaction and retention metrics, partnering with other departments as needed.
• Develop and implement strategic plans to expand the practice, including business plans, program development, industry benchmarking and carrier relationships.
• Drive continuous revenue growth and new business development, collaborating with producers and the sales team on opportunities, leading presentations and strategies for large or complex prospects, and driving cross-selling within existing accounts.
• Own pipeline management and at-risk accounts, driving producer behavior and utilizing sales tools and assessments.
• Develop and maintain positive relationships with carriers and vendors, overseeing contracts and negotiations as needed.

QUALIFICATIONS:

• 5+ years of progressive experience in the insurance industry.
• Proven track record managing a book of business within a specialized vertical.
• Demonstrated experience in client relationship management, team development and business growth.
• Active state insurance license(s) required, or ability to obtain within 90 days of hire.
• Professional designations such as CIC, CPCU, ARM, or equivalent preferred.
• Deep understanding of insurance products, services, and industry regulations within the designated vertical.
• Familiarity with agency management systems (such as EPIC, Applied) and workflow best practices.
• Ability to lead, coach, and develop high-performing teams, fostering a collaborative and accountable culture.
• Strong relationship-building skills, with the ability to act as a senior advisor on complex client issues and escalations.
• Experience in identifying process improvements and driving operational efficiencies.
• Skilled in collaborating with producers and sales team on new business opportunities, presentations and cross-selling strategies.
• Ability to develop and maintain positive relationships with carriers, vendors and other external partners.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and persuasively to diverse audiences.
• Comfort with change management and supporting teams through transitions or new initiatives.

SUPERVISORY RESPONSIBILITY: This position oversees the diversified department.

COMPENSATION INFORMATION:

• Pay Range: $115,000 - $185,000/year (Dependent on experience and/or qualifications)
• Total Compensation = Pay + Performance Bonus (up to 10%) + Benefits
• This role is eligible for participation in the company’s equity program, based on individual performance and subject to plan terms, following the completion of one year of service.
• This role follows a hybrid schedule, with an expectation of three (3) days per week in the office. Relocation assistance may be available, and relocation discussions are open if needed.

PHYSICAL DEMANDS: This position primarily operates in a professional office environment. The employee is regularly required to sit or stand for extended periods, use hands to operate a computer, keyboard and other office equipment. The role requires clear verbal and written communication, including use of the telephone, email, and other collaboration tools. Periodic standing, walking, and light lifting or carrying of materials (generally up to 10 pounds) may be required. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions of the job.