Preferred Client Services Team Lead

General Description: Responsible for managing the operational activities of assigned Personal Risk Preferred Client Services unit/department. Ensure consistent standards of service and professionalism.

Responsibilities:

1. Responsible for full-cycle management and development of two or more employees.
2. Provide technical expertise in coordinating the inside service of new and existing clients.
3. Act as service team escalation point for complex client issues and questions.
4. Respond to client requests for information, documents, and general insurance inquiries. Handle all aspects of Personal Lines Property & Casualty Insurance.
5. Manage team quality control of renewal expirations, avoiding any lapses in coverage.
6. Monitor various monthly reports to ensure policies are renewed in a timely manner.
7. Review team members open items, workloads, and backlog.
8. Identify, plan, and resolve routine department coverage and workload issues.
9. Monitor phone queue and redistribute workload based on call volume and available staff.
10. Perform periodic quality audits, when necessary.
11. Maintain a high degree of accuracy in agency management and document management systems.
12. Stay current on industry and new product information, legislation, coverages, and technology.

Knowledge, Skills and Abilities:

1. 3+ years of experience in a Personal Property & Casualty Insurance agency.
2. High School Graduate. College degree preferred but not required.
3. Understanding of Property & Casualty insurance coverages, underwriting, and rating concepts.
4. Ability to manage others effectively. Prior managerial experience preferred but not required.
5. Prior call center experience preferred.
6. Must hold a Property & Casualty insurance license or obtain one within an agreed timeframe.
7. Must hold an industry designation such as ARM, CIC, and CPCU or intent to pursue.
8. Strong written, verbal, and interpersonal communication skills.
9. Ability to carry out complex tasks with many concrete and abstract variables.
10. Must be comfortable with internet-based programs and Microsoft Office products.
11. Knowledge of Sagitta/WorkSmart preferred but not required.
12. Ability to work in a fast-paced, team environment with minimal instruction.
13. Ability to understand call center technologies and manage call traffic.

Physical Demands:

Work is performed in a climate-controlled office environment with minimal noise and limited to no exposure to chemicals or toxins. Employees operate office equipment including telephone – headset, computer, computer monitors, keyboard, mouse, copier, scanner, and mail machine. Physical tasks of job include walking, sitting, standing, bending, and typing.

Analysis of Physical Demands:

1. Constantly (over 66% of time) work performed requires employees to use repetitive hand motions such as typing, using a keyboard, and sitting at a desk.
2. Frequently (34%-66% of time) work performed requires employees to handle and grasp things, walk on normal surfaces, stand, and bend.
3. Occasionally (1%-33% of time) work performed requires the ability to drive to client appointments, repetitive foot movements, walk on uneven or slippery surfaces to and from work and occasionally reach outward to grab things and bend.
4. Rarely (< than 1 hour per week) work performed requires lifting/carrying items that range from 10-50lbs, pushing/pulling items that range from 10-50lbs, twisting/turning including reaching over shoulder or above head, kneeling or squatting.

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