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Personal Lines Service Manager (Middle Market/West Region)
Location:
Remote- United States
Apply nowGeneral Description: Responsible for managing the operational activities of the Personal Lines Services team. Achieve profitability and ensure consistent standards of sales, service, and professionalism.
Responsibilities:
- Provide leadership and oversight to the Personal Lines Preferred Services team and book of business assigned based on Zone, made up of several retail regions.
- Accountable for day-to-day management of assigned team members. Includes performance management, setting priorities, developing work plans and schedules, handling department issues, and approving timecards and expense reports.
- Provide training, coaching, and mentoring to the team.
- Establish education and career paths for all services staff.
- Promote account retention and ensure adherence to retention goals. Achieve agency retention goals regarding percentage of retained business through proactive measures.
- Promote account rounding and cross-sell/referral opportunities.
- Work with Personal Risk management at regional and national levels to ensure compliance with profit and growth objectives set by management.
- Participate in presentations to prospects and clients, as necessary, in support of new business and client retention. Provide in-depth knowledge regarding operations activities.
- Provide technical expertise in coordinating the inside service of new and existing clients.
- Maintain quality control of renewal expirations, avoid any lapse in coverage. Ensure team members are addressing renewals in a timely manner.
- Produce and monitor various monthly reports to ensure timely renewal of all policies.
- Review team members open items, workloads, and backlog.
- Identify, plan, and resolve routine department coverage and workload issues.
- Perform periodic quality audits, when necessary.
- Develop effective interdepartmental communication strategies. Foster team behavior and a sales-oriented department culture.
- Monitor the call queues and call volume and redirect calls as needed.
- Keep informed regarding industry and new product information, legislation, technology, and trends.
Knowledge, Skills and Abilities:
- 5+ years of experience in Personal Property & Casualty Insurance Agency along with comprehensive understanding of all Property & Casualty insurance coverages, underwriting, and rating concepts.
- High School Graduate. College degree preferred.
- Prior managerial experience required. Ability to direct and monitor the activity of others.
- Must hold or obtain a state Property & Casualty insurance license within an agreed upon timeframe.
- Must hold an industry designation such as ARM, CIC, CPCU or intent to pursue.
- In-depth knowledge of agency management system functionality, workflow procedures, underwriting, sales, and service processes.
- Strong communication and problem-solving skills.
- Working knowledge of internet-based programs and Microsoft Office products.
- Knowledge of Sagitta/Work Smart preferred, but not required.
- Ability to work in a fast-paced, team environment with minimal instruction.
- Strong organizational skills. Ability to set priorities and manage deadlines.
Physical Demands
Work is performed in a climate-controlled office environment with minimal noise and limited to no exposure to chemicals or toxins. Employees operate office equipment including telephone - headset, computer, computer monitors, keyboard, mouse, copier, scanner, and mail machine. Physical tasks of the job include walking, sitting, standing, bending, and typing.
Analysis of Physical Demands:
- Constantly (over 66% of time) work performed requires employees to use repetitive hand motions such as typing, using a keyboard, and sitting at a desk.
- Frequently (34%-66% of time) work performed requires employees to handle and grasp things, walk on normal surfaces, stand, and bend.
- Occasionally (1%-33% of time) work performed requires employees to drive to client appointments, have repetitive foot movements, walk on uneven or slippery surfaces to and from work and occasionally reach outward to grab things and bend.
- Rarely (< than 1 hour per week) work performed requires lifting/carrying items that range from 10-50lbs, pushing/pulling items that range from 10-50lbs, twisting/ turning including reaching over shoulder or above head, kneeling or squatting.
GLDR
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USI is committed to providing a full-suite of competitive benefits for our growing population and its diverse needs. We offer a wide range of health, welfare and financial benefits including medical, wellness, dental and vision, 401(k), flexible spending and health savings accounts, short and long-term disability, life insurance and other unique employer-sponsored and voluntary programs. USI also offers a generous paid time off policy, paid family leave benefit as well as paid holiday time.
Salary - $95,000 - $105,000
10% bonus
Job ID:
29602