Job Abstract

General Description: Responsible for managing the Premier operational activities of the unit/department in order to ensure consistent standards of service and professionalism. Required to perform essential functions and meet service standards, Best Practices, and Risk Management Quality Control standards developed by USI. Individual in this position may also have responsibilities handling a book of business and adhere to Premier Client Advisor Position description, as well.

Responsibilities:

• Maintain a minimum of 95% retention of Client Accounts. Proactively retain accounts with minimal oversight; following up on cancellations and Broker of Record letters, according to agency procedures and standards.
• Coaching and mentoring Client Advisor with review of annual summary of insurance to identify agenda items to review with the client.
• Attend client meetings of assigned clients or other Premier Client meetings as needed.
• 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.
• Review of KPI reports sharing results with Premier Team members, coaching to improve regional and individual results
• 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. Review team members open items, workloads and backlog.
• Take necessary action to resolve issues.
• Perform periodic quality audits, when necessary.
• Maintain a high degree of accuracy in agency management and document management systems.
• Responsible for supervision of 2 or more employees.
• In partnership with the department supervisor, responsible for interviewing, hiring, training and development of the team.
• Partner with department supervisor to manage 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.

Knowledge, Skills and Abilities:

• 8+ years’ experience in Personal Property & Casualty Insurance Agency along with comprehensive understanding of all Property & Casualty insurance coverages, underwriting and rating concepts.
• College degree preferred, but not required.
• Prior call center experience preferred but not required.
• 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, and CPCU or expected to further industry knowledge through courses with intent to pursue an industry designation.
• Strong written, oral and interpersonal communication skills.
• 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.
• Ability to work in a team environment.
• Ability to understand call center technologies and manage call traffic.
• 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.

• Recognized as one of Insurance Business America’s Top Insurance Employers for six consecutive years (2018-2023).
• Named to Business Insurance’s annual list of the Best Places to Work in Insurance four years in a row (2020-2023).
• Recipient of the American Heart Association’s Gold Status for a maintaining a culture of health and well-being five years in a row (2018-2022).
• Visit our Awards and Accolades page for a complete list of industry awards and recognitions!