Insurance Service Team Lead
Location: Pittsburgh, PA

Summary: Like working hard, having the time pass quickly, and feeling a sense of accomplishment? Come join our dynamic team!!

Our office is rapidly growing and we are looking to train the right individual to fit right into our company. We are currently seeking to fulfill a full-time position. Our Service Team Lead will focus on supporting agency growth as well as being a leader, trainer, and assistant coach to the insurance service team. This position also includes the following responsibilities: cross-selling/up-selling, conducting in-depth policy reviews; and accountability for agency retention.

Insurance industry or agency experience and knowledge is required.

Principles:

●       Address difficult issues professionally and quickly

●       Listen to learn and strengthen the agency

●       Be relentlessly positive with the team and see their potential when they cannot

●       Outlast the suck of adopting change

●       Be driven to achieve the agency’s goals

Critical Competencies:

• Critical Competencies

  Follow-Through

  1. Lives up to verbal and written agreements, demonstrating reliability and accountability, regardless of personal costs.

  Adaptability

  1. Quickly and proficiently absorbs new information, demonstrating intelligence and adaptability in learning and applying new skills or knowledge.

  Communication

  1. Communicates clearly and persuasively, both verbally and in writing, ensuring articulation without verbosity, and effectively convincing others when necessary.

  Teamwork

  1. Promotes a collaborative environment by reaching out to peers and cooperating with supervisors, fostering strong team relationships and collective success.

  Proactive

  1. Acts independently with initiative, bringing new ideas and solutions to the forefront, driving positive change and innovation within the company.

  Organization

  1. Effectively plans, organizes, and schedules tasks, focusing on key priorities to enhance productivity.

  Work Ethic

  1. Demonstrates exceptional productivity with minimal wasted effort, characterized by a dedication to working hard and efficiently. A proven track record of going beyond standard expectations, including the willingness to put in long hours when necessary to achieve outstanding results.

  Excellence

  1. Sets and expects high standards for personal and team performance, striving for excellence and quality in all endeavors. Upholds the highest ethical standards, earns trust through actions, and maintains confidence by doing what is right, not just what is easy.

  Receptive

  1. Maintains openness to feedback and criticism, soliciting input actively and responding calmly to enhance personal and team performance.

Key Responsibilities:

• To assist the Operations Manager in helping to lead and coach the personal insurance service team

1. 1. Assist with setting quarterly goals for cross-selling and retention
   2. Help to create strategies to attain these goals
   3. Motivate the team to accomplish department goals
   4. Help to update, enforce and audit the documented standard operating procedures
   5. Report poor performance from team members to Operations Manager and assist with performance action plans
   6. Manage and assign emails daily from the insurance@howardhanna.com inbox
   7. Train team members on areas of the position that need strengthening
   8. Identify ways the team can increase efficiency

• Add additional lines business for existing clients

1. 1. Maintain a turnaround time of 24 hours on additional LOB requests, maximum 48 hours
   2. Set proper expectations with the client on when they will receive the quote. Daily update to the client is required if quote is not able to be delivered when promised.
   3. Bind coverage/issue new policies with a minimum goal of 5 new lines of business added per month

• Maintain an average agency retention (premium and PIF) rate of 93%

1. 1. Work with the team to execute proactive, thorough annual renewal reviews to drive retention
   2. Enforce procedure related to handling of client cancellation requests, in an effort to drive retention goal
   3. Educate the team regarding the role of the independent agent and the benefit to the client
   4. Handle escalated client issues
   5. Work with leadership to set goals and plans on targeting monoline accounts, cross selling and additional retention projects to meet the Book of Business growth goal
   6. Manage and hold the service team accountable for E&S Market and Non-Standard Market renewals

• Coach, train, and provide resources to the team related to but not limited to:

1. 1. Sales and service skills
   2. Retain vs remarket
   3. Replacement cost estimators

• Enforce team accountability on agency customer experience

1. 1. Call return times- the goal is zero voicemails. All calls to be returned within the hour at a minimum, at maximum same day by 5:15pm EST.
   2. Monitor team suspenses- the goal is no past due suspenses. Report weekly to Operations Manager using the AMS suspense report.

• Devise a plan to delegate work during service team vacations and busy times to avoid back log
• Participate in agency management activities including:

1. 1. Participate in generating new marketing ideas and content for the agency newsletter
   2. Possess a positive attitude and support your team members
   3. Enforce established workflows
   4. Work with leadership to provide coaching to team members
   5. Provide feedback and input on agency operations, structure, processes, and decisions

• Assist the team to grow the department book of business by 2% on a quarterly basis

1. 1. Track book growth through monthly reporting to the Operations Manager
   2. Motivate and incentivize the team to meet monthly and quarterly goals
   3. Follow up and audit agency processes to drive desired results 

Desired Outcomes of this Role:

To apply please email resumes to: dshearer@howardhanna.com

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HowardHanna.com

Howard Hanna affiliates and assigns are committed to providing equal employment opportunity to all employees and applicants for employment regardless of such factors as race, color, religion, sex, national origin, age, veteran's status or disability. The Company abides by all local, state and federal laws and regulations affecting the hiring of employees.