Commercial Lines Hospitality Team Leader

4 weeks ago

Winter Park, Florida, United States 5HQ Hub International Florida, a Division of Hub International Midwest Limited Full time
Job Summary

The Commercial Lines Hospitality Team Leader is responsible for managing a book of insurance business, providing exceptional customer service, and driving business growth. This role requires strong leadership, communication, and analytical skills to succeed.

Key Responsibilities
  • Direct the services of the department within the accepted principles and practices of the Hub Broker Standards
  • Develop, document, and maintain service standards and expectations for the hospitality team
  • Monitor, balance, and coordinate workloads among hospitality service members to maintain a well-rounded efficient workforce
  • Promote account rounding and cross-selling
  • Provide technical knowledge and expertise to department personnel regarding appropriate coverage
  • Collaborate with Claims and Risk Services team as needed to coordinate service plans for Elite clients and others as applicable
  • Collaborate with P&C director providing input on performance and evaluation for hospitality team members from a service perspective
  • Makes major decisions independent of manager approval on books of insurance business for which the incumbent is responsible
  • Demonstrates ownership of all aspects of the account service to include proactively involving other members of the HUB team as respects claims management and risk services
  • Works closely with Producers and other HUB personnel on all aspects of client service, marketing, and renewal while adhering to HUB's best practices and standard procedures and, in concert with the Producer, works towards becoming the primary relationship manager
  • Oversees the preparation and implementation of all transactions, paperwork, and internal processing for assigned accounts with the support of Quality Control department to assure the production of quality work and the provision of excellent customer service
  • Acquires understanding of clients' insurance objectives and critically analyzes and compares insurance plans to determine suitability
  • Stays abreast of changes in the insurance industry and other external conditions that may impact their clients
  • Makes appropriate recommendations to clients in response to those changes independent of manager approval
  • Acts as liaison between clients and insurance carriers to resolve escalated complex service issues that require policy interpretation and experience-based judgment to resolve
  • May also negotiate with underwriters and carriers
  • Troubleshoots claims and billing issues
  • Responsible for overall retention of accounts in assigned book of business
  • Develops new business from existing accounts and assigned leads, and contributes to meeting departmental production goals
  • Identifies and follows-up on cross-selling opportunities when appropriate
  • Manages, organizes, and conducts client meetings when necessary
  • Appropriately documents conversations with clients and carrier representatives and updates all HUB computer systems and automated agency management systems when necessary
  • Ensures the accuracy of data in those systems
  • Travels on company business as required
  • Prepares reports for management as required
  • Oversees functions performed by lower level Assistant Account Executives and Technical Assistants as required
  • Provides supports, mentors, and trains lower level Account Executives, Assistant Account Executives, and Technical Assistants as needed to gain support
  • Attends industry-related continuing education training and courses
  • Performs other duties and projects as assigned
Requirements
  • At least 7 years of experience and demonstrated proficiency in an insurance Account Management role in required lines
  • Experience with large, complex accounts desired
  • Excellent oral and written English communications skills
  • Superior customer service and problem-solving skills
  • Demonstrated proficiency with computer systems, including but not limited to Microsoft Office and automated agency management systems
  • Ability to work in a team environment
  • Ability to work a regular, full-time work schedule at HUB's facility(s) and ability to travel on business when required
Education, Licensing or Certification Requirements
  • High School Diploma
  • FL 2-20 P&C License
  • Current with all necessary CE credits in required lines and states
  • Professional designation required (CIC, AAI, ARM)

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