Commercial Service Manager

2 weeks ago

West Des Moines, United States Vibrant Insurance Group Full time

Job Summary

The Commercial Service Manager leads our service team to deliver outstanding support to our commercial clients. This role is key to ensuring exceptional service standards, efficient operations, and strong client relationships. This role will be a proactive, detail-oriented leader who excels at managing team members, client needs, and workflows in a small, collaborative environment.


Key Responsibilities

Client Service and Retention

  • Serve as the primary point of contact to commercial service team members and key commercial accounts, ensuring exceptional service and quick response to inquiries.
  • Handle complex client issues, providing innovative solutions to meet client needs.
  • Conduct policy reviews, coverage assessments, and advise clients on appropriate insurance products.
  • Establish service quality and time standards along with accountability.
  • Oversee the busing and monitoring of commercial lines procedures manual for AMS, Agency Zoom, etc.

Team Leadership

  • Lead and mentor the commercial lines team, including Account Managers and CSE’s.
  • Foster a collaborative team environment that encourages growth, development, and continuous improvement.
  • Conduct regular team meetings, performance reviews, and training sessions to ensure team members are equipped to excel.

Policy and Account Management

  • Oversee policy renewal pipelines, policy service pipelines and new business placement to ensure accurate and timely completion that meets our established service and time standards.
  • Manage the new business and renewal pipeline process for the full life cycle, including quoting, proposal generation, and binding policies.
  • Negotiate with carriers to obtain the best terms, conditions, and pricing for clients.

Relationship Building

  • Collaborate with the sales team to identify and pursue new business opportunities in commercial lines.
  • Establish and maintain strong relationships with carriers, underwriters, and other partners. Act as the primary point of contact with carrier partners to negotiate favorable terms and resolve issues on behalf of clients.
  • Track and report on departmental performance and revenue goals.

Compliance and Quality Control

  • Ensure all operations and client interactions comply with regulatory requirements and industry standards.
  • Implement and maintain efficient procedures and workflows for policy servicing and documentation.
  • Conduct regular audits to maintain high standards in client service and accuracy.

Qualifications

  • Experience: Minimum 5-7 years of experience in commercial lines insurance, with prior experience in management or supervisory role.
  • Education: Bachelor’s degree in business, Insurance, or a related field is preferred but not required.
  • Licensing: Active Property & Casualty Insurance license required.


Skills

  • Strong leadership and people management skills.
  • Excellent communication and interpersonal abilities.
  • Proficiency in insurance agency management software and Microsoft Office Suite.
  • Strong analytical skills with attention to detail.
  • Ability to multitask and prioritize in a fast-paced environment.


Core Competencies

  • Customer Focus: Prioritizes and maintains strong relationships with clients, ensuring their needs are met with excellent service.
  • Problem-Solving: Identifies issues promptly and develops practical, efficient solutions.
  • Adaptability: Flexible in managing multiple responsibilities and adjusting to changing industry trends.
  • Integrity: Maintains high ethical standards and accountability in all dealings.


Equal Employment Opportunity Statement: Vibrant Insurance Group is an equal opportunity employer and prohibits discrimination and harassment of any kind. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, or any other legally protected characteristic. This policy applies to all aspects of employment, including hiring, promotion, and benefits.

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