Job Description

Job Title: Commercial Insurance- Agency Client Service Leader

Department: Commercial Insurance

Reports To: Director of Commercial Operations

Location: Atlanta, GA 

Job Summary: The Commercial Client Service Leader is responsible for overseeing and enhancing the client service experience for commercial insurance clients. This role involves managing a team of client service representatives, ensuring the delivery of high-quality service, and maintaining strong relationships with clients and carriers. The ideal candidate will have extensive experience in commercial insurance, exceptional leadership skills, and a passion for client satisfaction.

Key Responsibilities:

1. Team Leadership and Development:

   • Lead, mentor, and develop a team of client service representatives ranging from 30-40 employees. 
   • Conduct regular team meetings and performance reviews.
   • Implement training programs to ensure team members are knowledgeable about products and services.

2. Client Relationship Management:

   • Serve as the primary point of contact for high-value commercial clients.
   • Develop and maintain strong, long-term relationships with clients.
   • Address and resolve client inquiries, concerns, and complaints promptly and effectively.

3. Operational Excellence:

   • Oversee the day-to-day operations of the client service team.
   • Ensure all client interactions are documented accurately in the CRM system.
   • Monitor and analyze team performance metrics to identify areas for improvement.

4. Strategic Planning and Execution:

   • Develop and implement strategies to enhance client satisfaction and retention.
   • Collaborate with other departments to ensure seamless service delivery.
   • Stay informed about industry trends and best practices to drive continuous improvement.

5. Carrier Relationship Management:

   • Manage and strengthen relationships with insurance carriers.
   • Negotiate terms and conditions with carriers to ensure the best outcomes for clients.
   • Stay updated on carrier offerings and changes in the market.

6. Account Management:

   • Oversee the quoting and placement of commercial insurance accounts.
   • Ensure accurate and timely processing of renewals, endorsements, and claims.
   • Provide strategic solutions to meet clients' insurance needs.

Qualifications:

• Bachelor's degree in Business, Finance, or related field.
• Minimum of 10 years of experience in commercial insurance, Prior Leadership experience 
• Strong knowledge of commercial insurance products and services.
• Excellent communication, interpersonal, and negotiation skills.
• Proven ability to lead and develop a high-performing team.
• Proficiency in CRM software and Microsoft Office Suite.
• Professional designations (e.g., CIC, CPCU) preferred.

Skills and Competencies:

• Client-focused mindset with a passion for delivering exceptional service.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities and meet deadlines.
• Detail-oriented with strong organizational skills.
• Ability to work independently and collaboratively in a team environment.

Working Conditions:

• Office environment with occasional travel to client sites and industry events.
• Regular business hours with flexibility for additional hours as needed.

Compensation and Benefits:

• Competitive salary based on experience.
• Comprehensive benefits package including health, dental, vision, and retirement plans.
• Professional development opportunities.
  
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