AVP, Personal Risk Service Center Leader- West (Hybrid or PST Remote)

NFP Corp; Springfield (IL); Hybrid; USD 63,000 - 125,000; Full time

Job summary

An established industry player is seeking a dynamic leader for their Service Center team. This full-time role involves supervising a dedicated group of Account Coordinators, ensuring exceptional service and timely processing of endorsement requests. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a customer-first mindset. With a hybrid work schedule available, this position offers the flexibility to work from home while leading a team that supports clients across multiple states. Join a company that prioritizes employee well-being and fosters a culture of collaboration and growth.

Benefits

PTO & Paid Holidays

401(k) with Match

Health & Wellness Programs

Exclusive Discount Programs

Qualifications

• Supervisory experience in a call center or operations environment is essential.
• Knowledge of personal insurance marketplace and regional regulations preferred.

Responsibilities

• Lead and develop a team of Account Coordinators and insurance service professionals.
• Ensure timely processing of endorsement services and quality customer service.

Skills

Customer Service Orientation

Leadership Skills

Communication Skills

Organizational Skills

Attention to Detail

Education

BA/BS Degree

Tools

Client Management System

Insurance Carrier Administrative Issuance System

Job description

Who We Are:

NFP, an Aon Company, is a multi-year Best Places to Work award winner in Business Insurance who has also earned the WORK180 employer endorsement. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.

The Role:

Lead, coach, train and continue development of an established team of Account Coordinators and other insurance service professionals. The leader of this Service Center team functions as the liaison between their service center and corporate Operations, Regional leadership and local Office Leaders within their geography. The territory supported by this team encompasses the U.S. Western, Mountain and Midwest states. The primary accountability for this leader is to drive timely processing of endorsement services and ensure exceptional quality of their product.

The Team provides processing and customer service support for NFP's Private Client Group and Personal Risk offices via prescribed workflows. Account Managers/Account Executives and local office Leaders are the primary customers of the Service Center. These individuals send endorsement requests for processing. The Service team completes the transactions within the insurance carrier’s administrative issuance system then follows up to ensure the timely download of confirmed transactions to populate the agency’s client management system. Additionally, team members are accountable for providing customer service via our toll-free phone network.

This is a full-time position working Monday through Friday from 8:00 AM to 5:00 PM PST, offering a hybrid schedule from our Palm Springs, CA office or fully remote Pacific Time zone.

Essential Duties and Responsibilities:

• Supervise staff, establish individual training and performance goals, assess daily/weekly performance, and provide feedback and support as appropriate.
• Support licensing training and coordinate licensed agent’s scheduling for CE credit. Produce and publish weekly production reports as assigned.

Knowledge, Skills, and/or Abilities:

• Highly organized, customer service oriented, attention to detail, collaborative, demonstrated leadership or propensity to lead, strong communication skills both verbally and written.
• Ability to provide daily oversight of staff both in office and various working remotely across the U.S.

Education and/or Experience:

• BA/BS Degree Preferred.
• Knowledge of the personal insurance marketplace, carrier market, nuances of geography and regional regulations.
• Knowledge and/or experience with the high net worth market or customers and products preferred.
• Must have supervisory/management/mentorship experience; in a call center or operations environment ideally.
• Have P&C license or the ability to obtain within 6 months of hire.

What We Offer:

We're proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others.

The base salary range for this position is $63,000 – $125,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

NFP and You... Better Together!

NFP is an inclusive Equal Employment Opportunity employer.