Commercial Lines Service Team Leader

USI Insurance Services; Columbus (OH); Hybrid; USD 90,000 - 120,000; Full time

Job summary

USI Insurance Services is seeking an experienced insurance operations leader to manage the unit's service delivery, client interactions, and renewal controls. You will drive process improvements, oversee staff performance, and ensure adherence to USI standards.

The role requires strong knowledge of Commercial Lines P&C, licensing, and experience managing a small team. Hybrid work setup with emphasis on meeting demand and maintaining quality across client files.

Qualifications

• 5+ years experience in Commercial Property & Casualty Insurance Agency.
• College degree preferred but not required.
• Prior managerial experience preferred but not required.

Responsibilities

• Provide technical expertise in coordinating the inside service of new and existing clients through sales, account development, and problem solving.
• Understand USI ONE Advantage; contribute information during strategy meetings.
• Respond to client requests for information and inquiries; handle all aspects of Commercial Lines P&C Insurance.
• Maintain quality control of renewal expirations and ensure timely renewal processing.
• Monitor adherence to service standards through KPI reporting.
• Produce and monitor monthly reports detailing renewals, invoicing, and backlog.
• Identify and resolve routine department coverage and workload issues.
• Perform periodic quality audits; maintain accurate client files and communications.

Skills

Commercial P&C insurance

Team management

Client service coordination

KPI reporting

Renewals management

Education

High school diploma

Bachelor's degree preferred

Tools

Sagitta

ImageRight

Microsoft Office

Job description

General Description: Responsible for managing the operational activities of the unit/department in order to ensure consistent standards of service and professionalism. Required to perform essential functions and meet service standards, Best Practices, and Risk Management Quality Control standards developed by USI. Individual in this position may also have responsibilities handling a book of business and adhere to Account Manager Position description, as well.

Responsibilities:

• Provide technical expertise in coordinating the inside service of new and existing clients through sales, account development, and problem solving in accordance with the objectives and procedures based on USI Core Values and Standards.
• Expertise in understanding the USI ONE Advantage; Stewardship process and deliverables identified via the OMNI engine. Contribute information and ideas during strategy meetings.
• Respond to client requests for information, documents, and general insurance inquiries. Handle all aspects of Commercial Lines Property & Casualty Insurance. Occasional outside service visits, to the client, may be required.
• Maintain quality control of renewal expirations, avoid any lapse in coverage. Ensure team members are addressing renewals in a timely manner.
• Monitor adherence to service standards through Key Performance Indicator (KPI) reporting.
• Produce and monitor various monthly reports to ensure all policies have been renewed in a timely manner, invoicing is completed in accordance with Best Practices, review team members open items, workloads and backlog.
• Identify, plan and resolve routine department coverage and workload issues. Take necessary action to resolve issues.
• Perform periodic quality audits, when necessary.
• Maintain client files accurately and consistently; responsible for proper documentation of files and proper communication to all in accordance with company workflows, procedures and best practices. Maintain a high degree of accuracy in agency management and document management systems.
• Responsible for management of 2 or more employees.
• Responsible for interviewing, hiring, training and development of the team.
• Manage employees through performance reviews, performance improvement plans, setting priorities, developing work plans and schedules, handling department issues, recording time and attendance and approval of expense reports.
• Other projects or duties, as needed.

Knowledge, Skills and Abilities:

• 5+ years experience in Commercial Property & Casualty Insurance Agency along with comprehensive understanding of all Property & Casualty insurance coverage's, underwriting and rating concepts.
• High School Graduate. College degree preferred, but not required.
• Prior managerial experience preferred, but not required. Ability to manage others effectively.
• Must hold state Property & Casualty insurance license or willing to obtain one within an agreed upon timeframe.
• Hold an industry designation such as ARM, CIC, and CPCU or expected to further industry knowledge through courses with intent to pursue an industry designation.
• Ability to carry out complex tasks with many concrete and abstract variables.
• Must be comfortable with internet based programs as well as intermediate knowledge of Microsoft office products. Knowledge of Sagitta/ImageRight preferred, but not required.
• Ability to work in a fast paced environment with minimal instruction and a high degree of accuracy.
• Sets priorities and manages work flow to ensure efficient, timely and accurate processing of transactions and other responsibilities.
• Maintain a cordial and effective relationship with clients, co-workers, carriers, vendors and other business contacts. Ability to work in a team environment.
• Keep informed regarding industry information, new product information, legislation, coverage's and technology to continuously improve knowledge and performance.
• Interact with others effectively by utilizing good communication skills, cooperating purposefully and providing information and guidance, as needed, to achieve the business goals of the company.

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Why USI?
With approximately $3 billion in revenue and over 10,500 associates across approximately 200 offices nationwide, USI is one of the largest insurance brokerage and consulting firms in the world. At USI, we have created one of the most dynamic personal and professional development cultures in the industry. We invest heavily in our associates, and we take pride in celebrating their growth and success through our one-of-a-kind employee reward and recognition programs.

Unrivaled Resources and Support
What truly distinguishes USI as a premier insurance brokerage and consulting firm is the USI ONE Advantage® , a game-changing value proposition that delivers to clients a robust set of risk management and benefit solutions with bottom-line financial impact. USI ONE® represents Omni, Network, Enterprise—the three key elements that set USI apart from the competition. Through USI ONE, we develop strategic, timely, and effective risk management and benefit programs in terms that are easy to understand, and we demonstrate how the solutions can have a positive economic impact.

Industry-Leading Programs, Rewards, and Recognition
In addition to competitive pay, incentives, and benefits, USI recognizes associates through our Summit Awards program, rewarding excellence in those who build our brand each day. USI offers employee programs that recognize outstanding achievement and help our associates lead healthy, productive lives. We turn care into action with our award-winning wellness program, college scholarships for associates' children, and financial help in times of need.

Deep Community Engagement
We are committed to giving back to our local communities and supporting a culture of environmental sustainability. From sharing our time, talent, and resources to support local non-profit organizations, animal shelters, and environmental beautification and restoration projects – to partnering with eco-conscious vendors and taking steps to reduce our own environmental footprint – we’re working together as ONE to build a better future.

Committed to a Diverse and Inclusive Workplace
Our award-winning I’m With U diversity and inclusion program educates our associates to help them better understand and serve our clients, prospects, fellow team members, and local communities through curated education and training resources, employee support programs, and community outreach initiatives to build a more diverse, equitable, and inclusive culture.

Nationally Recognized as a Top Insurance Employer

• Recognized as one of Insurance Business America’s Top Insurance Employers eight consecutive years (2018-2025).
• Named to Business Insurance’s annual list of the Best Places to Work in Insurance six years in a row (2020-2025).
• Named to Fortune’s Best Workplaces in Financial Services & Insurance list for the last two years (2024-2025).
• Certified as a Great Place To Work two years in a row (2024-2025).

USI is committed to providing a full-suite of competitive benefits for our growing population and its diverse needs. We offer a wide range of health, welfare and financial benefits including medical, wellness, dental and vision, 401(k), flexible spending and health savings accounts, short and long-term disability, life insurance and other unique employer-sponsored and voluntary programs. USI also offers a generous paid time off policy, paid family leave benefit as well as paid holiday time.