Personal Lines Team Lead

About Brightway

Established in 2008, Brightway is proud to be one of the fastest-growing insurance agency systems in the United States. With over 350 franchises spanning 35+ states and an impressive $1.3 billion in annual premiums, we rank among the nation’s largest privately owned property and casualty insurance distribution companies. We support our agency owners with comprehensive back-office services, marketing resources, and continuous learning and development.

We are embarking on the next stage of our customer-centric growth, driven by innovation from our talented associates and the application of cutting-edge technologies. This growth has opened doors for creative thinkers who thrive in a diverse and collaborative culture. As a Brightway team member, you'll engage in exciting projects that are reshaping the industry, working alongside a dedicated team committed to delivering exceptional customer service and safeguarding our clients' most valuable assets.

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Scope

Provides daily leadership to customer service staff to meet expectations. Ensures effective, timely delivery of superior insurance-related customer service and helps resolve disputes. Identifies system, process and workflow enhancements. Assigns work throughout the department and follows up on it in a timely way. Inspires a team to perform at the highest level in every call, every day. Plays a key role as the “face/voice of Brightway Leadership” to team and others. Works with all levels of the organization and with all franchisees to promptly resolve issues to ensure satisfaction.

Job Responsibilities

• Manage a team of insurance professionals handling inbound and outbound requests from customers, agents, carriers, and others via phone and email.

• Proactively identify improvements that would enable better customer service, efficiency in workflow/output and enhanced work environment

• Apply deep industry and company knowledge to evaluate the most complex of issues encountered by the unit and others, compose effective responses and document steps followed and uses that as a training aid for others.

• Perform routine individual discussions to gain a better understanding of job performance and opportunities to improve and incorporate feedback to achieve higher levels of customer satisfaction

• Represent the team to company leadership and reports activity and outcomes to manager

• Document activities and follow up in appropriate systems regularly and accurately

• Maintain current and accurate procedures manual for department

• Write job objectives, performance reviews, salary recommendations for people in the unit

• Administer company HR policies/procedures

• Ensures quality of work meets certain standards

• Act as mentor to those less experienced

• Performs other related duties as assigned

Skills, Licenses, Certifications

• Demonstrated ability to effectively manage/lead employees to achieve desired business outcomes
• Exceptional customer service mindset; a desire and ability to lead a group to superior outcomes
• Excellent communicator; must be able to convey the most complex of ideas in a clear and concise manner

• Has superior knowledge of Brightway systems and is able to train others less experienced

• Superior independent judgment, decision making and creativity in problem solving.

• Ability to learn, embrace and put into practice new concepts and skills

• Able to gather and analyze complex facts and data, draw inferences, weigh alternatives and present logical solutions

• Excellent time management skills; is able to model this behavior for others on the team

• Leader in the organization; supports management in delivering messages to employees
• Bilingual Preferred

Education and Experience

This position requires 4-6 years’ experience in Customer Service or a related field, as well as 2+ years managing a team. The applicant must be proficient in Microsoft Office products (Word, Excel, Outlook, PowerPoint) and have a 20-44 or 220 license. 1+ years of experience in Brightway’s Engagement Center is preferred.

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Equal Employment Opportunity:
Brightway Ins