Hybrid Commercial Client Service Leader at Risk Strategies

Job Mission:         

The primary role of the Client Service Leader (CSL) is to lead the Client Service colleagues on the teams that are assigned to them.  This is measured by the team delivering a best-in-class client experience so exceptional client retention results are achieved. It also includes driving organizational strategies for their assigned teams. The CSL will work with the service associates of any new acquisitions within their teams to ensure that their integration process is well planned, communicated and executed.

The CSL will coordinate with their Regional CSL to understand the initiatives resulting in a corporately consistent, efficient, and scalable model. The CSL is part of the Client Service leadership community but will also work very closely with the Commercial Lines Leader to understand and implement sales and service initiatives. The CSL will communicate the vision and plan of their Client Service organization and with local leadership.  

The CSL is responsible for the Quality Assurance and Compliance outcomes and implementation within their market. Developing corrective action plans as needed and communicating the change required with other stakeholders, such as Commercial Lines Leader, Producers and Team Leaders. 

The CSL is a leader of developing leaders with Team Leaders reporting directly to them. This role is also the main point of contact for carrier leaders, representing who work with their teams.

Key Responsibilities:

• Client Service and Experience:
  • Establish escalation process within Service to address client service needs 
  • Drive a best-in-class and consistent client experience by working closely with Risk Strategies’ industry practice and product leaders, regional team leaders, and front-line service teams
  • Responsible for ensuring that binding, renewing in the system of record and requesting agency bill invoicing is occurring in the appropriate time frame.
  • Responsible for distribution of Expiration list and Internal Strat meeting adherence.
• Team Leadership:
  • Leads, manages, and mentors a team of client service professionals as well as team leaders
  • Implement corporate level performance goals for service professionals that will be developed by the COO and RCSL
  • Drive a culture of accountability and collaboration, where great performance is recognized 
  • Work with RCSL and Regional Commercial Lines Leader to integrate the CL service teams and business of acquired firms
  • Work directly with Select Leadership to transition local accounts into the Select Team
• Workload Management:
  • Responsible for the workload management of the larger team within their scope
  • Work with Team Leaders to produce and analyze book of business reports to review distribution of work as it pertains to leavers, new business or acquired business to be integrated into the team
  • Backlog review includes open items, pending items, outstanding policy/endorsement/audit checking
• Operational Efficiency:
  • Streamline departmental processes to enhance operational efficiency and productivity
  • Establishes and promotes consistent workflows, use of automation, & business processes
  • Defines and manages the role of key vendors that are critical for supporting staff & servicing clients
  • Drive advanced and efficient use of systems and technology
• Compliance and Regulatory Oversight:
  • Ensure that the local Commercial Lines operates in compliance with industry regulations and company standards
  • Stay updated on changes in regulations and implement necessary adjustments
• Quality Assurance:
  • Work with the local Team Leaders to ensure they are conducting scheduled QA audits 
  • Work with local leadership to create corrective action plans to address deficiencies identified during QA audits or in the case of an E&O claim.
• Local and Regional Collaboration:   
  • Work with Client Service Leaders throughout the region to create a Regional Client Service community
  • Participate as active member of the local Leadership Team working with the Commercial Lines Leader 
• HR Collaboration:
  • Responsible for communicating workforce needs to the RCSL and HR
  • Understanding current workload and expense management in hiring 
  • Work with Talent Acquisition to recruit, retain and develop top Client Service talent
  • Establish a reliable talent acquisition pipeline that will strengthen our client service team over time
• Financial and Accounting Responsibilities:
  • Work with Accounting and Billing to drive discipline around client invoicing and aged receivables 
  • Generate and analyze reports to track departmental performance and KPI’s
  • Understand budget for the local CL service team and monitor financial performance in conjunction with Commercial Lines Leader
  • Identify & implement cost-effective strategies to enhance profitability
• Carrier & Wholesaler Relationships
  • Point of contact for carriers, working with their Commercial Lines Leader partner to establish partnerships and represent the teams they lead.
  • Align RSC with our partner carriers and intermediaries so that renewals are placed with ideal markets
  • Help the region manage our “Fewer and Stronger” carrier consolidation strategy which includes utilization of Panels

Required Skills & Experience

• 7+ Years of experience in a Property & Casualty brokerage environment
• Deep technical knowledge of Property & Casualty business 
• Ability to lead and manage in an environment of change
• Knowledge of loss sensitive, alternative risk transfer, & self-insured retentions programs
• In depth knowledge of agency management system functionality and workflow procedures 
• Proven track record of operational excellence and client service 
• Strong analytical and problem-solving abilities 
• Diplomacy, tact, and poise under pressure when working through issues
• Exceptional communication, interpersonal, and negotiation skills
• Ability to work efficiently in teams and exhibits objectivity and openness to others’ views
• Ability to develop people, business strategy and financial plans
• Hold Insurance licenses as required by the Company

Risk Strategies is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about working at Risk Strategies by visiting our careers page: www.risk-strategies.com/careers.

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