Job description
Job Summary:
The Policy Services Team Lead is responsible for managing the Policy Services team, supporting all policy servicing for insurance carriers who are Covenir clients. As the leader of the team, the Team Lead will be responsible for navigating the daily operations of the team including new business and renewal policy reviews and decisioning, full endorsement processing, direct telephone support of insureds policy coverage inquiries. Responsibilities will include sourcing team members, training, developing, and retaining a highly qualified and motivated team. This position works closely with our clients to develop the best practices, process improvements, and work to strengthen and highlight the value of Covenir.
Job Description:
The Team Lead will:
- Coordinate daily activities of assigned team members, departmental work assignment, and appropriate process development to assure results
- Work with Management to develop, implement, and execute an effective staff training/cross training program that minimizes the time for new staff onboarding and quickly cross-trains all team members on an ongoing basis
- Proactively identify and implement operational effectiveness improvements to assure corporate, client, and departmental goals are exceeded on a continual basis
- Maintain strong working relationship with client contacts and handle escalated concerns and process recoveries, as needed
- Serves as a subject matter expert for all lines of insurance provided by the supported carrier(s)
- Serves as a subject matter expert for all supported software solutions needed by the team to perform as evidenced by the ability to troubleshoot in real-time
- Work with Management to develop, implement, monitor, and adjust a definitive plan to consistently exceed minimum SLA
- Ensure all required professional licenses required for assigned team members are obtained within the required timeframe and kept active to meet statutory guidelines
- Manage the timely compilation, audits, and adjustments as needed of operational data used to build the monthly client SLA reports
- Support corporate objectives by providing accurate reporting (SLA, performance KPI’s, QC, etc.), associated analysis, course corrections, and recommendations to management
- Complete all departmental administrative needs including, scheduling, time approval, HR management, staff appraisals and regular employee meetings
- Work collaboratively to represent team to management and assure that corporate objectives and needs are maximized within the team
- Be an effective role model by setting a positive example in demeanor, attitude, outlook, and professionalism as reflected by team
- Work with Management to coach, mentor and develop team members to assure team effectiveness by leveraging strengths of each individual team member to optimize operations and provide opportunities for staff members to bring value and maximize personal growth
- Assist Management with timely recruiting and hiring as well as corrective/remediation measures as appropriate
- Work with Management on human resource management including performance appraisals, scorecards, employee development plans, performance improvement, and scheduling
- Assist with processing of work as needed to fill gaps and assure compliance with service levels
- Assist in the maintenance of appropriate Standard Operating Procedures for the assigned functions and clients
- Support other functional areas and leaders as necessary to assure optimal company results
JOB REQUIREMENTS
- 4+ years relevant experience in a leadership role in a personal lines insurance company or agency environment
- Bachelor’s degree or equivalent preferred
- Proven track record of exceptional dedication to provide friendly, customer-oriented service.
- Working knowledge of policy servicing and underwriting processes
- Strong problem solving and analytical skills; ability to reason logically and provide solutions
- Demonstrated oral and written communication skills
- Strong interpersonal skills
- Detail oriented with strong multitasking skills
- Proficiency with MS Office Suite (Outlook, Excel, and Word)
Worker Type:
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