Licensed Customer Experience- Team Lead

Aspire General Insurance; Rancho Cucamonga (CA); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Health Savings Account

401(k)

Paid Time Off

Holidays

Career growth

Job summary

Aspire General Insurance Services is seeking a Team Lead, Licensed Customer Service to coach and develop a team of licensed representatives in a fast-paced call center environment. You’ll drive performance, deliver coaching feedback, and ensure high-quality customer interactions across policy inquiries.

Ideal candidates have an active P&C license, 3+ years in customer service within insurance, and 1+ year of leadership experience.

Qualifications

• Active Property & Casualty license or applicable state license.
• 3+ years of customer service experience within insurance/financial services.
• 1+ year of leadership or Team Lead experience in a call center.
• Strong knowledge of insurance products, policies, and regulatory requirements.
• Excellent communication, coaching, and conflict-resolution skills.
• Proven ability to analyze performance metrics and drive results.

Responsibilities

• Lead, coach, and support a team of licensed customer service representatives.
• Provide ongoing performance feedback, recognition, and development opportunities.
• Conduct regular one-on-one meetings and team huddles.
• Serve as the first point of escalation for complex customer concerns.
• Promote a positive, engaged, and customer-focused team culture.
• Identify opportunities to improve processes and enhance customer satisfaction.
• Monitor licensing compliance and continuing education requirements.
• Collaborate with departments to resolve customer issues and improve service delivery.

Skills

Team leadership

Coaching and development

Performance analysis

Excellent communication

Education

Bachelor's degree in business or related field

Tools

CRM systems

Workforce management tools

Call center telephony

Job description

Lead a Team. Elevate the Customer Experience.

At Aspire General Insurance Services, we believe exceptional customer experiences start with exceptional people. As a Team Lead, Licensed Customer Service, you'll play a key role in coaching, developing, and supporting a team of licensed customer service professionals while helping deliver the high level of service our policyholders expect.

If you are a hands-on leader who enjoys mentoring others, solving complex customer issues, and driving team performance, we'd love to hear from you.

Required Qualifications

• Active Property & Casualty insurance license or applicable state insurance license.
• 3+ years of customer service experience within the insurance, financial services, or related industry.
• 1+ year of leadership, supervisory, or Team Lead experience in a call center environment.
• Strong knowledge of insurance products, policies, and regulatory requirements.
• Excellent communication, coaching, and conflict-resolution skills.
• Proven ability to analyze performance metrics and drive results.

Preferred Qualifications

• Bachelor's degree in business, Insurance, or a related field.
• Experience using CRM, telephony, workforce management, or customer service technologies.
• Demonstrated success improving team performance, engagement, and customer satisfaction.

What You’ll Do

• Team Leadership & Development
• Lead, coach, and support a team of licensed customer service representatives.
• Provide ongoing performance feedback, recognition, and development opportunities.
• Conduct regular one-on-one meetings and team huddles.
• Serve as the first point of escalation for complex customer concerns.
• Promote a positive, engaged, and customer-focused team culture.

Customer Experience

• Ensure customers receive accurate, professional, and empathetic service.
• Assist representatives with complex policy and service questions.
• Identify opportunities to improve processes and enhance customer satisfaction.
• Support first-call resolution and overall service efficiency.

Compliance & Quality

• Ensure adherence to insurance regulations, company policies, and customer service standards.
• Monitor licensing compliance and continuing education requirements.
• Partner with Quality Assurance to review calls and provide coaching.
• Escalate compliance concerns and support corrective action when needed.

Performance & Operations

• Monitor key service metrics, including:
• Customer satisfaction
• Call quality
• Average handle time
• First-call resolution
• Schedule adherence
• Analyze trends and recommend process improvements.
• Partner with Workforce Management to ensure proper staffing levels.
• Training & Collaboration
• Support onboarding and ongoing training initiatives.
• Develop team members through coaching and career development planning.
• Collaborate with Claims, Sales, Underwriting, Compliance, and other departments to resolve customer issues and improve service delivery.

Working Conditions

Fast-paced call center environment with high customer interaction.

Ability to work a flexible schedule, including evenings and weekends as business needs require.

Remote, hybrid, or onsite work arrangements may be available based on business needs and location.

Benefits

Aspire offers a comprehensive benefits package, including:

• Medical, Dental, and Vision Insurance
• Health Savings Account (HSA) options
• 401(k) with company participation
• Paid Time Off (PTO)
• Company Observed Holidays
• Career growth and development opportunities
• Join Aspire

Aspire General Insurance Services is an Equal Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, gender identity, sexual orientation, or any other protected status.