Service Center Lead — Operations & Customer Experience

Ultipro; Northern (KY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

SECURA Insurance is seeking a Service Center Leader to direct day-to-day operations, oversee a team of Service Center Specialists, and ensure efficient delivery of technical services. You will build strong agency relationships, report monthly insights to Sales and Underwriting, and drive improvements across the client journey.

The role requires P&C licensing, strong knowledge of Commercial and Specialty Lines, and excellence in customer service and team leadership in a fast-paced environment.

Qualifications

• Strong leadership and team management experience.
• Advanced knowledge of Commercial and Specialty Lines Insurance.
• Excellent problem-solving and decision-making skills.
• Outstanding customer service and interpersonal abilities.
• Proficient with technology tools and data reporting.

Responsibilities

• Directly lead and manage a team of Service Center Specialists, including performance evaluations and accountability, coaching and training, scheduling, and fostering and maintaining an effective and positive team environment
• Act as a technical and informational resource for questions and projects
• Maintain strong agency relationships and keep agents up-to-date with monthly reports, open communication and special circumstances regarding their customers
• Maintain strong relationships and communication with Sales and Underwriting Teams to provide avenues for growth and improvement
• Track KPIs such as call resolution and average handle time. Implement strategies to continuously improve productivity
• Handle escalated client and complex issues while identifying areas to enhance the overall client journey
• Complete quality assurance assessments of team members, addressing any necessary areas of improvement
• Obtain and maintain an active P&C license for all states SECURA writes business in
• Develop working understanding and application of SECURA’s underwriting methodology and coverage forms
• Maintain and share a working understanding of insurance industry rules and regulations
• Create,documentandmaintainstandardized operatingprocedures
• Provide monthly updates to Sales, Underwriting and ET members
• Handle and resolve staff and technical problems quickly andeffectively
• Support process improvements byidentifyingperformance and efficiency issues, researching the issues, andprovidingsolidresolutions
• Complete special projects and other duties asassigned

Skills

Team leadership

Insurance knowledge

Problem-solving

Customer service

Technology literacy

Education

High School Diploma or GED

Associate or Bachelor’s degree in Business or related field

CISR/CIC/CPCU certifications

Job description

SECURA Insurance is seeking a Service Center Leader to direct day-to-day operations, oversee a team of Service Center Specialists, and ensure efficient delivery of technical services. You will build strong agency relationships, report monthly insights to Sales and Underwriting, and drive improvements across the client journey.

The role requires P&C licensing, strong knowledge of Commercial and Specialty Lines, and excellence in customer service and team leadership in a fast-paced environment.