Insurance Services Lead - AI-Driven Customer Service

Next Insurance, Inc.; City of Rochester (NY); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Partially subsidized medical plan

Fully subsidized vision/dental options

Life insurance

Disability insurance

401(k)

Flexible paid time off

Parental leave and more

Job summary

Next Insurance, Inc. in Rochester, NY is seeking a Lead Insurance Advisor to guide a high-performing Service team across the full policy lifecycle.

You will drive daily performance, SLA attainment, and foster a culture where Advisors deliver exceptional service using technology-enabled workflows. In partnership with the Service Department Manager and cross-functional teams, you will identify process improvements, leverage automation and AI tools, and coach your team to sustain accuracy and speed

Qualifications

• Demonstrate strong customer focus and service leadership skills.
• Communicate clearly and effectively, both verbally and in writing.
• Be results-driven with strong organizational and prioritization skills.
• Proactively identify problems and recommends process improvements.
• Think strategically about service impact across the policy lifecycle.
• Be comfortable leveraging technology, automation, and AI to enhance operations.
• Posses strong industry and product knowledge.
• Hold an active P&C license and relevant experience in insurance and customer service.

Responsibilities

• Report to and support the Service Department Manager in daily operations and contribute to process improvements.
• Directly manage an assigned team of Insurance Advisors and collaborate cross-functionally to improve service delivery.
• Monitor queues in real-time and use data to adjust to meet daily goals.
• Lead 1:1s, development plans, and performance management.
• Conduct regular team meetings to discuss goals, updates, and training.
• Identify opportunities for automation and AI-assisted workflows.
• Foster teamwork and remove obstacles to deliver exceptional customer service.

Skills

Customer focus

Service leadership

Communication

Results driven

Problem identification

Strategic thinking

Technology adoption

P&C license

Insurance product knowledge

Job description

Next Insurance, Inc. in Rochester, NY is seeking a Lead Insurance Advisor to guide a high-performing Service team across the full policy lifecycle.

You will drive daily performance, SLA attainment, and foster a culture where Advisors deliver exceptional service using technology-enabled workflows. In partnership with the Service Department Manager and cross-functional teams, you will identify process improvements, leverage automation and AI tools, and coach your team to sustain accuracy and speed