Client Services Manager (Hybrid) at First American Insurance Agency

CLIENT SERVICES MANAGER

Under direction of the President, the Client Services Manager provides guidance and leadership in leading a team to ensure achievement of company objectives, operational excellence and team goals. Lead the team of Account Managers and Assistant Client Service Representatives in providing high-level customer service to personal and commercial lines First American Insurance Agency (FAIA) clients. Participate as a member of the FAIA Leadership Team in providing direction and execution of client service and company values and goals.

Client Services Team Processes and Leadership

A critical factor in the insurance purchase is the relationship the client has with his/her Account Manager (AM). The purpose of our TEAM is to provide that personal dedicated service by assigning an AM to each client to service their needs effectively and efficiently. The Manager will create and maintain Team processes to ensure a high level of client services including:

• Lead the Team of Account Managers, Assistant Client Service Representatives and support members. Facilitate weekly meetings to ensure cohesiveness.

• Coach employees to meet business goals, performance standards and individual performance objectives

• Attract, hire, develop, inspire, and retain top talent. Recruit and interview internal and external candidates. On-Board and orientate new employees. Recommend personnel actions, such as promotions, transfers, etc.

• Create and implement development plans for Team members and succession plans to retain top talent. Plan and direct training and development to ensure the success of the service Team. 

• Assess the performance of all Team Members and complete quarterly and annual performance reviews

• Monitor workflow processes to ensure high level client service

• Manage hourly employee work time and respond to employee PTO requests.

 

Client Renewal Process and Service

Critical to our client servicing is the Policy Renewal Process. The FAIA competitive advantage is to engage with clients in anticipation of their policy renewal. First we interject our client service Team into the Customer Activity Cycle and influence the clients renewal decisions. Second, we must ensure our due diligence is done by confirming that the underwriting  program is accurate and appropriate for the client. As a result of engaging with our client throughout the renewal process we expect in a 90% policy retention rate

Specific Client Service Manager responsibilities:

• Lead the Team of our client contact employees to provide the highest level of customer service by establishing, modifying and implementing Client Experience & Service Standards influencing the Client Policy Renewal Process.

• Create and modify procedures and documents related to policies related to customer service, assist team members with coverage, policy, or client issues and resolve client and prospect issues and or complaints

 

Operations Administration

• Lead day-to-day activities to meet production goals, ensure compliance, audit, performance and quality standards are achieved.

• Continually assess for workflows and process improvements.

• Support and implement emerging business plans and strategies by proactively building favorable business relationships with internal and external stakeholders.

• Manage team expenses

• Lead the effective implementation of new technologies, processes and procedures. 

• Monitor operations to ensure compliance with governmental and carrier requirements

• Interact and engage directly with FAIA functions and vendor partners

 

FAIA-CMS AGENCY LEADERSHIP

• Actively participate with the Agency Leadership Team in the overall direction, strength and growth of the organization including the development and execution of the Agency’s operational effectiveness and financial profitability.

• Participate in all Execution Team functions including financial, operational, risk management, marketing, human resources, client and community relations, etc.

 

POSITION REQUIREMENTS, COMPETENTCIES AND CERTIFICATIONS:

• Draw upon knowledge and experience, observation, and inquiry to shape the behavior of others and benefit the organization.

• Build individual team member capabilities for team success. Provide learning opportunities, stretch assignments, reinforcing and redirecting feedback, and coaching.

• Prior leadership and management experience, with a proven track record of effectively building, developing, and leading a professional team including communicating effectively, developing others, valuing diversity and difference, building and maintaining relationships, and managing effective teams and work groups.

• Proven ability to foster productive relationships with peers, subordinates, and business partners

• Ability to understand and manage financial statements, forecasts, and budgets as well as the ability to create and present complex financial models to key stakeholders.

• Knowledge of various sales and service channels utilized in the engagement with clients and prospects related to insurance products. 

• Proven track record of improving business and/or business processes

• Thorough knowledge of personal and commercial insurance products including industry and market trends, and the ability to think innovatively and strategically.

• Excellent interpersonal skills, self-motivation and adapt in a fast paced, dynamic, deadline-driven environment including excellent communication skills, both verbal and written.

• Possess a valid and current Massachusetts Property and Casualty Insurance License.

 

Education & Experience:

• Bachelor’s degree in business, finance, marketing, or related discipline is preferred.

• Five (5) to seven (7) years of experience in personal and commercial lines insurance or equivalent combination.

Employment Type: Full Time
Years Experience: 5 - 10 years
Salary: $65,000 - $85,000 Annual
Bonus/Commission: Yes