Client Service Team Leader

Job Mission:      

The primary role of the Client Service Team Leader is to maintain their service role for a book of business, where leadership responsibilities will be considered for the size of the book.

In addition to the Service responsibilities, they will also have direct leadership of a small team of Client Service employees. The responsibilities will include employee performance measured by client results and driving organizational strategies. The TL will also have oversite of process and procedure adherence, including billing discipline, compliance documentation, best practices and support of the “Fewer and Stronger” market consolidation initiative.

A vital component of driving and measuring the performance of the team member will be centered around completing team level QA and Compliance auditing. Also assisting the MCSL with corrective actions implementation.

Key Responsibilities:

• Client Service and Experience:
  • First point of contact as an escalation point within the team to address client service needs
  • Ensuring that the team is meeting service timelines and quality control standards, such as binding coverage, documented binding process, renewing in the system of record and requesting agency bill invoicing is occurring in the appropriate time
• Team Leadership:
  • Direct coaching and managing a small team of client service professionals
  • Identifying opportunities for their team members, including training and development needs
  • Implement corporate level performance goals for service professionals that are developed by the COO and RCSL
  • Provide employees with evaluations. Including annual evals, performance improvement plans and goals and objectives measurement
  • Drive a culture of accountability and collaboration, where superior performance is recognized
• Workload Management:
  • Production and analysis of book of business reports to review distribution of work as it pertains to leavers, new business or acquired business to be integrated into the team
  • Backlog review including, but not limited to; open items, pending items, outstanding policy/endorsement/audit checking.
• Operational Efficiency:
  • Continuous improvement focus on streamline departmental processes to enhance operational efficiency and productivity
  • Establishes and promotes consistent workflows, use of automation, & business processes
  • Defines and manages the role of key vendors that are critical for supporting staff & servicing clients
  • Drive advanced and efficient use of systems and technology
• Compliance and Quality Assurance:
  • Ensure that the team operates in compliance with industry regulations and company standards
  • Stay updated on changes in regulations and implement necessary adjustments
  • Conduct scheduled QA and compliance audits
  • Work with local leadership to create and implement corrective action plans to address deficiencies identified during QA audits or in the case of an E&O claim.
• Local and Regional Collaboration:
  • Participate as active member of the local Leadership Team working with the Commercial Lines Leader
• Accounting Responsibilities:
  • Drive discipline around client invoicing and aged receivables
  • Generate and analyze reports to track team performance and KPI’s
• Carrier & Wholesaler Relationships
  • Align RSC with our partner carriers and intermediaries so that renewals are placed with ideal markets
  • Help the region manage our “Fewer and Stronger” carrier consolidation strategy which includes utilization of Panels

Required Skills & Experience

• 5+ Years of experience in a Property & Casualty brokerage environment
• Deep technical knowledge of Property & Casualty business
• Ability to lead and manage in an environment of change

• Knowledge of loss sensitive, alternative risk transfer, & self-insured retentions programs
• In depth knowledge of agency management system functionality and workflow procedures
• Proven record of operational excellence and client service
• Strong analytical and problem-solving abilities
• Diplomacy, tact, and poise under pressure when working through issues
• Exceptional communication, interpersonal, and negotiation skills
• Ability to work efficiently in teams and exhibits objectivity and openness to others’ views
• Ability to develop people, business strategy and financial plans
• Hold, or willing to obtain, Insurance licenses as required by the Company

Risk Strategies is an equal opportunity workplace and is committed