Service Leader - Personal Lines

Relation Insurance Services of North Carolina, Inc.; Dedham (MA); On-site; USD 66,000 - 125,000; Full time

Benefits offered by this job

401K

Paid time off

Paid holidays

Health benefits

Job summary

Relation Insurance Services is seeking a Personal Lines Service Leader to supervise the department, train team leads and staff, and drive top-tier client service. You will mentor the team, conduct reviews, and partner with HR and leadership to address performance concerns.

The role requires an active Personal Lines license, strong analytical skills, and experience with EPIC/AMS360. Travel to client sites may be required, with a competitive benefits package.

Qualifications

• Licensed or eligible for state license in insurance (preferred).
• Minimum 8 years of account management experience in personal lines.
• Experience with insurance products, underwriting procedures, and client relationships.

Responsibilities

• Oversee Personal Lines department and mentor team leads, account managers and client service staff.
• Lead meetings, performance reviews, and hiring processes; coordinate internal resources.
• Address escalated client issues and ensure timely, accurate service and cross-sell opportunities.

Skills

Leadership

People management

Analytical skills

PowerPoint

Excel

Education

Bachelor's degree

Tools

EPIC

AMS360

Microsoft Excel

PowerPoint

Job description

WHO WE ARE

Relation Insurance is a leading, innovative company with a strong commitment to excellence and a passion for delivering cutting‑edge solutions to our clients. As a key player in the insurance market, we pride ourselves on our dynamic culture, collaborative environment, and continuous drive for success. With a rich history and a bright future ahead, we are looking for exceptional individuals to join our team and contribute to our ongoing growth and success.

WHAT WE’RE LOOKING FOR

The Personal Lines Service Leader oversees the department and serves as the direct liaison to the Personal Lines Leadership team. The Service Leader develops and trains the Team Leads, Account Managers and Client Service staff, addresses escalated client issues, and provides performance coaching to team members.

A GLIMPSE INTO YOUR DAY

Supervises the department, serving as a mentor and resource. Leads team meetings and regular 1:1s for development and goal alignment. Works closely with the Team Leaders, meeting with them on a regular basis to give and receive feedback and needed information. Conducts annual performance reviews, goal setting and provides continuous feedback to team members. Participates in the hiring and interview process and provides recommendations for new hires. Coordinates internal resources, including training, broking, and risk control. Trains team members on duties, expectations, standards, policies. Audits and reviews these areas regularly as set by service standards; identifies/coordinates additional employee training as needed. Immediately and effectively partners with Service Team Leadership and Human Resources to address and resolve performance concerns. Provides feedback to service team leadership about service structure to improve performance and productivity. Reviews and approves time and attendance entries. Acts as a secondary contact for carriers and underwriters, addressing coverage questions and providing guidance. Occasionally assists in account maintenance and resolves escalated client service issues promptly. Assists team with cross‑sell opportunities in line with client retention. Ensures internal timelines and metrics are met. Stays updated on industry information, new products, legislation, coverage, and technology, and shares this with the department. Recommends and implements process improvements. Fully adopts innovative technology, including proprietary AI solutions, into the service process to deliver a best‑in‑class client service experience. Performs other projects, duties, and tasks, as assigned.

WHAT SUCCESS LOOKS LIKE IN THIS ROLE

A Personal Lines and/or Property and Casualty License from state of domicile is required and must be maintained with preference given to individuals that have insurance designations (e.g. CISR, CIC, CPCU). Minimum 8 years’ account management experience in the insurance industry with a focus on personal lines of coverage is required. Four‑year degree preferred. Experience using EPIC and AMS360 strongly preferred. Demonstrated leadership and team management skills. Strong analytical and mathematical skills. Strong PowerPoint and presentation skills for both in‑person and teleconference/webinar sessions. In‑depth understanding of advanced personal lines of coverage with the ability to advise clients concerning their complex insurance needs. Excellent written and verbal communications skills are required to maintain effective relationships with clients, co‑workers, carriers, vendors and others. Proficient skills in Microsoft Office (primarily Excel and Word). Must be computer literate with the ability to learn new software applications. Intermediate to advanced knowledge of insurance markets, products, services, insurance ratings and underwriting procedures. Must have a valid driver’s license, the ability to travelto client sites and a reliable source of transportation.

WHY CHOOSE RELATION?

Competitive pay. A safe and healthy work environment provided by our robust benefit program including family health and wellness programs, 401K, employee assistance programs, paid time off, paid holidays andmore. Career advancement and development opportunities.

Note: The above is not all encompassing of the full position description.

Relation Insurance Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Relation, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is presented within this posting. You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

$66,000.00 - $125,000.00

Relation Insurance Services is a North American insurance brokerage that offers business insurance, Employee Benefits, Personal Insurance, Retirement Services, and Risk‑management through our family of brands across the United States. More importantly, we’re a team of experienced professionals who genuinely care. Whether it’s for you, your family, or your business/organization, we want to be the relationship you trust for answers to your questions, solutions for your insurance needs, and peace of mind for your future.