Client Experience Team Lead

The  Client Experience Team Lead role oversees assigned Commercial Operations team members who are responsible for delivering exceptional service to clients and ensuring accurate administration of the property and casualty programs.  This role combines leadership, mentorship, operational oversight and client relationship management to optimize processes, and drive team performance within a fast-paced insurance brokerage environment.  The  Client Experience Team Lead demonstrates the core values of Professional, Trust, Positive, and Team Player and functions as an example to their team members.         

Responsibilities 

Onboarding, Training and Mentorship 

• Lead, mentor and coach team members to achieve service standards and operational goals.  
• Foster a collaborative and positive team culture, focused on client satisfaction and continuous improvement.  
• Partner with team members to clarify and pursue their personal development goals. 
• Participate in recruiting, interviewing, onboarding and training of new team members to ensure consistent processes, effective knowledge transfer, and operational excellence. 
• Meet with team members one-on-one on a consistent basis. 
• Identify learning needs and provide training to team members on an ongoing basis. 

Performance Management 

• Conduct regular performance reviews and coach with formal corrective action plans when appropriate.  
• Monitor workload distribution and ensure adherence to service levels.  
• Ensure established processes are followed. Quality check work and provide ongoing feedback. 

Operational Oversight 

• Ensures appropriate department coverage. Provide back-up coverage when team members are out of the office.  
• Provide input on team member salary increases and bonuses.  
• Provide input on departmental budget requests. 
• Implement process improvements to enhance efficiency and accuracy in commercial insurance administration.  
• Collaborate with other departments on projects as needed. 

Client Management  

• Implement and maintain Property and Casualty portfolios for UNICO clients, ensuring accuracy and compliance across all plans for a modest book of business. 
• Identify operational challenges, summarize findings, and develop strategic solutions to improve efficiency and client satisfaction. 
• Serve as the primary point of contact for clients, carriers, and third-party administrators regarding insurance programs. 
• Coordinate annual renewals including timelines, requirements, rates, and deliverables alongside the sales team. 
• Support escalated Commercial Insurance inquiries, resolve complex issues, and enhance service-level response times. 
• Collaborate with Advisors to provide product and policy recommendations aligned with client goals. 

Education & Experience  

• Education: College degree preferred. 
• Licensure: Current Property and Casualty license, or willing to obtain within 45 days. 
• Minimum of three years Commercial account management, underwriting or carrier experience preferred. 
• Experience in the contracting/construction space a plus. 
• Experience supervising or mentoring others preferred. 

Skills & Abilities 

• Embodies our core values of Professional, Trust, Positive, and Team Player in all aspects of their work and relationships. 
• Can lead in tough situations, create alignment and garner movement from team members. 
• Empowers people and creates a climate where people want to do their best. 
• Resourceful and creative when solving problems. 
• Makes good decisions based on a mixture of analysis, wisdom, experience and judgement. 
• Organizes and prioritizes information and workload at a quick pace. 
• Takes personal responsibility for their actions and is willing to take a stand. 
• Has the functional skills and technical knowledge to manage accounts at a high level of accomplishment.  
• Proficient in common office software, readily adapts to new technologies, and has a solid understanding of digital tools relevant to the role.  
• Able to travel and attend meetings as required. 

Physical Demands 

• This role’s physical exertion is sedentary and takes place in an office environment.  
• Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.  
• Substantial movements and repetitive motion of the wrists, hands, and/or fingers.  
• Individual required to have close visual acuity to perform activities such as preparing and analyzing data and figures; transcribing, viewing a computer, and extensive reading.