Team Lead, Personal Lines Customer Service

4 days ago


New York, United States Pearl Insurance Group, LLC Full time

** Team Lead, Personal Lines Customer Service** **Job Category****:** None

**Requisition Number****:** TEAML001889

Showing 1 location

**Job Details** **Description** The Team Lead will: * Provide consultative support to the Personal Lines service and payroll business units * Serve as point person for escalated issues from staff and insureds * Resolve problems through research and analysis * Meet established service targets and other quality of business factors * Facilitate training and development of staff and strive to ensure consistency and quality in service and payroll processes, as well as adhere to regulatory requirements Responsibilities: * Provides services that meet or exceed customer expectations in order to enhance customer relations and protect or increase Pearl Insurance revenue. Provide immediate consultant assistance to the staff as they interact with customers. * Performs quality observations on staff and perform coaching/feedback sessions. * Provides input to management to help identify opportunities to improve service and payroll processes. * Performs daily system download processes ensuring there are no issues with downloaded policies and payroll transactions. Follows up regarding pending or incomplete transactions as needed. * Assists business unit director in managing work volumes, administration systems, functions and workflow to ensure service objectives are met. * Through significant service experience and training, provides advanced analysis on business systems processes and procedures, and utilization of systems tools and workflows. Engaged as the subject matter expert for performing testing and analysis on system changes and improvements. * Manages reporting requests for the business unit. Develops and retrieves reports through the appropriate business systems, performs analysis on the data retrieved to meet the needs of the request. * Keeps current with insurance company guidelines for multiple carriers / insurance lines. Maintains insurance product knowledge and service techniques. * Attends carrier offsite meetings as required. * Provides timely and accurate coaching of others to ensure accurate resolution to customer issues and continued staff development. *Current NYS Property and Casualty or Personal Lines license preferred* **Qualifications** **Skills** **Behaviors** **:** **Motivations** **:** **Education** **Required** Associates or better in Business Administration or related field. **Experience** **Required** **2 years:** 2+ years of customer service experience, preferably in the insurance industry **Licenses & Certifications** **Preferred** P&C License

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