Preferred Client Services Manager

General Description: Responsible for managing the operational activities of the Personal Lines Services Team in order to achieve profitability and ensure consistent standards of sales, service and professionalism as defined by USI's Best Practices, Core Values and Risk Management Quality Control standards.

Responsibilities:

• Manage department staff including: hiring, training, career development, performance reviews and performance improvement plans.
• 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.
• Conduct effective performance reviews and aid in setting measurable goals.
• Work with Personal Lines management at regional and national levels to ensure compliance with profit and growth objectives set by management.
• Participates in presentations to prospects and clients, as necessary in support of new business and client retention, providing in-depth knowledge in regards to operations activities.
• Provide technical expertise in coordinating the inside service of new and existing clients through sales, account development, and problem solving in accordance with the objectives and procedures based on USI Core Values and Standards.
• 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 all policies have been renewed in a timely manner, agency bill invoicing is completed in accordance with Best Practices, review team members open items, workloads and backlog.
• Identify, plan and resolve routine department coverage and workload issues. Take necessary action to resolve issues.
• Perform periodic quality audits, when necessary.
• Develop effective interdepartmental communication strategies. Foster team behavior and a sales-oriented department culture.
• Responsible for the management of employees through performance reviews, performance improvement plans, setting priorities, developing work plans and schedules, handling department issues, recording time and attendance and approval of expense reports.
• Monitor the call queues and call volume and redirect calls as needed.

Knowledge, Skills and Abilities:

• 5+ years 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, but not required.
• Prior managerial experience required. Ability to manage others effectively
• In depth knowledge of agency management system functionality, workflow procedures, underwriting, sales and service processes.
• Must hold state Property & Casualty insurance license or willing to obtain one within an agreed upon timeframe.
• Hold an industry designation such as ARM, CIC, CPCU or expected to further industry knowledge through courses with intent to pursue an industry designation.
• Strong written, oral and interpersonal communication skills. Effective leadership skills and the ability to direct and monitor the activity of others.
• Ability to plan and instruct staff members on information appropriate to their job responsibilities
• Ability to handle difficult behavior and conflict and bring to a timely resolution
• Ability to creatively and proactively problem solve.
• Ability to carry out complex tasks with many concrete and abstract variables.
• Must be comfortable with internet based programs as well as knowledge of Microsoft office products. Knowledge of Sagitta/WorkSmart preferred, but not required.
• Ability to work in a fast paced environment with minimal instruction and a high degree of accuracy.
• Sets priorities and manages work flow to ensure efficient, timely and accurate processing of transactions and other responsibilities.
• Maintain a cordial and effective relationship with clients, co-workers, carriers, vendors and other business contacts. Ability to work in a team environment.
• Keep informed regarding industry information, new product information, legislation, coverages and technology to continuously improve knowledge and performance.
• Interact with others effectively by utilizing good communication skills, cooperating purposefully and providing information and guidance, as needed, to achieve the business goals of the company.