Job Type
Full-time
Description
As a Commercial Client Manager & Leader, you play a dual role: providing high-quality service and strategic guidance to your own book of business, while also supporting the performance, development, and collaboration of your team. You are a trusted resource to both clients and colleagues, balancing day-to-day account management with leadership responsibilities that promote a high-performing, client-focused culture.
Key Responsibilities:
Client & Account Management
- Manage a designated book of business, ensuring timely and accurate handling of renewals, endorsements, certificates, audits, and other service requests.
- Build strong client relationships by delivering proactive, solutions-oriented service and coverage recommendations.
- Collaborate with producers and carriers to develop coverage strategies, negotiate terms, and maintain high retention levels.
- Serve as a technical resource for coverage questions and policy interpretation for clients and team members.
Team Leadership & Support
- Act as a point of guidance and support for team members on workflows, systems, and complex service issues.
- Foster a collaborative, accountable, and positive team environment.
- Provide informal coaching and share expertise to support team development and confidence.
- Help onboard and mentor new team members.
Workflow Oversight & Best Practices
- Assist in monitoring workload distribution and service timelines to ensure team efficiency and balance.
- Promote consistent adherence to agency workflows, documentation standards, and compliance requirements.
- Identify and suggest process improvements that enhance service quality or operational efficiency.
Carrier & Internal Collaboration
- Serve as a liaison between team members and carrier representatives to resolve service or underwriting challenges.
- Support producers and leadership in delivering a consistent client experience across the book of business.
- Share insights from client or carrier feedback to help shape service strategy and team practices.
Performance Awareness & Accountability
- Model professionalism, responsiveness, and attention to detail in all aspects of client and team interactions.
- Provide informal feedback and support leadership in addressing performance trends.
- Track progress toward individual and team service goals or KPIs and identify areas for improvement.
Requirements
- At least 5 years of Business/Commercial Lines Insurance customer service experience (required).
- 2-6 years of leadership experience (required).
- Experience with Business/Commercial Lines book of business renewal marketing (required).
- Microsoft Office experience, specifically Word and Excel (required).
- Detail-oriented (required).
- Ability to organize and prioritize work responsibilities; is a self-starter (required).
- Excellent communication skills – verbal and written (required).
- Ability to effectively work in a team. Set team deadlines and goals, and delegate to others (required).
- CIC, CISR designation or equivalent (preferred).
- Epic experience (preferred).
- Active Resident Property and Casualty insurance license (required).
Salary Description
$90,000 - $110,000