Lead Personal Lines Service & Customer Excellence

Element Risk; Athens (OH); On-site; USD 65,000 - 95,000; Full time

Job summary

Element Risk is seeking a Personal Lines Service Team Lead in the United States to oversee planning, staffing, and operations of the personal lines service team. You will maintain service and quality standards, supervise staff, and provide technical guidance to ensure client satisfaction.

The role emphasizes process improvement, training development, and collaboration to support the department’s plan, while staying current on insurance knowledge and market trends.

Qualifications

• College degree or equivalent experience.
• Organized with effective verbal and written communication and ability to influence others.
• Familiar with agency system operations.
• At least five years of experience in personal lines underwriting and marketing with a multi-line insurance agency or brokerage.

Responsibilities

• Ensure high levels of customer satisfaction by improving service delivery.
• Provide agency efficiency through process improvement.
• Offer continuing service and advice to personal lines clients.
• Direct supervision of Personal Lines Service Team.
• Give technical expertise to personal lines service staff.
• Develop, implement, and monitor the training of the personal lines service staff.
• Participate in the selection of new personal lines service employees.
• Review subordinates’ performances and conduct performance appraisals.
• Assist in development of strategies to support the personal lines department’s business plan objectives.
• Support and carry out the personal lines department’s action plan.
• Support full utilization of automation system.
• Stay informed on insurance knowledge, market trends, agency automation, company information, and other operating techniques.
• Share knowledge with direct reports on effective practices, competitive intelligence, business opportunities and needs.
• Address customer and employee satisfaction issues promptly.
• Adhere to high ethical standards, and comply with all regulations and applicable laws.
• Network with internal employees to improve the presence and reputation of the region and company.
• Stay abreast of competing markets and provide reports on market movement and penetration.

Skills

Independent decision-making

Verbal and written communication

Influence others

Education

College degree or equivalent experience

Job description

Element Risk is seeking a Personal Lines Service Team Lead in the United States to oversee planning, staffing, and operations of the personal lines service team. You will maintain service and quality standards, supervise staff, and provide technical guidance to ensure client satisfaction.

The role emphasizes process improvement, training development, and collaboration to support the department’s plan, while staying current on insurance knowledge and market trends.