Personal Lines Team Leader

Who We Are


At HUB International, we are a team of entrepreneurs. We believe in empowering our clients, and we do so by protecting businesses and individuals in our local communities. We help businesses evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees. As a global firm, we offer employees resources in both technology and industry expertise, but we still maintain the local flavor of our offices. Our structure enables our teams to maintain their own unique, regional culture.


HUB is one of the largest global insurance and employee benefits broker, providing a broad array of property, casualty, risk management, life and health, employee benefits, investment and wealth management products and services. With over 20,000 employees in 600 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions


What We Offer You


At HUB International we want you to achieve an even work-life balance, and our benefits package allows you to manage your health, wellness, and financial future. HUB International will foster your learning, support your endeavors, and encourage your growth. We provide opportunities for career-driven individuals to move upward in our organization. Our successes breed your opportunity!


Benefits you may enjoy working at HUB International Midwest-East:

• Medical, Dental, and Vision (PPO, HMO, and HSA)
• Comprehensive Wellness Program
• 401(k) Retirement Plan
• Life and Disability Plans
• Vacation, Holiday, Sick, and Personal Time Off
• Spending Accounts
• Pet Insurance
• Bonus Program
• Comprehensive Onboarding Program
• Continuing Education / Personal Development Programs
• Flexible Work Arrangements
• Employee Engagement Events
• Dress for Your Day Dress-Code
• Service Awards

Position Purpose and Goal:

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:

• 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.

Department Account Management & Service

Required Experience:

Required Travel:

Required Education:

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.

E-Verify Program

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