Personal Lines Service Team Lead

Element Risk Management; Athens (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

Element Risk Management is seeking a Personal Lines Service Team Lead in the United States. The role oversees planning, staffing and operations for the personal lines service team, ensuring high service quality and customer satisfaction.

You will provide technical leadership, develop training, and participate in hiring decisions while aligning efforts with the department’s business plan and market strategies.

Qualifications

• This position requires strong communication and organizational skills.
• Experience in personal lines underwriting and marketing is preferred.
• Ability to work with autonomy under general agency constraints.

Responsibilities

• Lead planning, organizing, staffing and operating activities of the personal lines service team.
• Maintain service and quality standards across personal lines.
• Improve ongoing service delivery methods to boost customer satisfaction.
• Provide agency efficiency through process improvements.
• Direct supervision and training of the personal lines service staff.
• Participate in recruitment and performance reviews.
• Support and implement the department's business plan objectives.
• Stay informed on insurance trends, agency automation, and related techniques.
• Collaborate with internal teams to enhance market presence and customer experience.
• Ensure ethical standards and regulatory compliance.

Skills

Independent decision-making

Verbal & written communication

Influence others

Customer service focus

Education

College degree or equivalent experience

Job description

About this position

Element Risk's Core Values:

• Integrity: Commit to honesty, transparency, and doing what is right even when no one is watching. Integrity is the foundation of trust in every decision, relationship, and outcome.
• Ownership: Take full responsibility for results, embracing both success and failure. Show grit and Relentless Perseverance, and practice Proactive Stewardship by protecting relationships and resources entrusted to us.
• Excellence: Pursue the never-ending journey of Continuous Improvement. Enhance skills, processes, and services while being Growth Oriented and driving innovation.
• Humility: Bring expertise with self-assurance while staying open to learning and valuing the perspectives of others. Lead and collaborate without ego.
• Authenticity: Show up as our true self, speak honestly, and build trust through openness and respect.

Job Description: Personal Lines Service Team Lead

Position Overview:

Lead planning, organizing, staffing and operating activities of the personal lines service team, while creating and maintaining service and quality standards.

PRIMARY RESPONSIBILITIES AND DUTIES:

At all times, the Personal Lines Service Team Lead shall:

• Ensure high levels of customer satisfaction and customer service by improving ongoing service delivery methods.
• Provide agency efficiency through process improvement efforts.
• 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 their formal performance appraisals.
• Assist in the development of strategies to accomplish and 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 regarding insurance technical knowledge, market trends, agency automation, company information, and other operating techniques.

SECONDARY RESPONSIBILITIES AND DUTIES:

• 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.

KNOWLEDGE, SKILLS & ABILITIES

• Performs duties independently with little or no supervision, operating from established directions and instructions. Decisions are made within general agency constraints and insurance laws, and require independent decision-making.
• The position involves daily contacts with customers and carriers, which encompasses information exchange, problem solving, quoting, significant contact with customers to collect information on any changes.
• Thorough technical knowledge of personal insurance, including an understanding of personal insurance forms and risk alternatives. Outstanding verbal and written communication skills.

JOB REQUIREMENTS and QUALIFICATIONS:

College degree or equivalent experience is desired. Must be organized with demonstrated skills for effective communication both verbal and written with the ability to influence others. Should be familiar with all operations with a thorough understanding of the agency system. Should have at least five years of experience in personal lines underwriting and marketing with a multi-line insurance agency or brokerage operation.

OTHER RELEVANT REMARKS:

This position description describes the general nature and level of work performed. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position. This position description is not intended as and does not create a contract of employment between the Agency and any individual employee. The Agency reserves the right to change this position description at any time within its sole discretion.