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 goals.

Primary Duties and 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.

Experience and Educational Requirements

• 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 & Ability Requirements

• 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.