Customer Service Director
3 days ago
We are a leading insurance agency that has been disrupting the industry since 2003. Our focus is on hiring and retaining extraordinary people who can deliver world-class service to our clients.
Position OverviewWe are seeking a seasoned professional to lead our dedicated High Net Worth team. As a Customer Service Director, you will be responsible for leading a team of VIP Client Representatives and developing strategies to enhance client satisfaction and retention.
Key Responsibilities- Team Leadership: Lead and mentor a team of VIP Client Representatives to ensure high standards of service delivery and client satisfaction.
- Relationship Building: Develop a team to cultivate and nurture strong relationships with VIP clients.
- Cross-Functional Collaboration: Collaborate effectively with cross-functional teams to address complex client needs and enhance overall client experience.
- Strategic Initiatives: Develop and implement strategic initiatives to optimize client retention and satisfaction among VIP clientele.
- Performance Monitoring: Monitor team performance metrics and KPIs, driving continuous improvement and operational efficiency.
- Industry Expertise: Stay ahead of industry trends and developments to provide informed advice and solutions to VIP clients.
- Reporting and Presentations: Prepare comprehensive reports and presentations for senior management, detailing VIP client engagement and team performance.
- Carrier Collaboration: Collaborate directly with carriers to provide solutions to our VIP clientele.
- Active General Lines Property and Casualty License
- Bachelor's Degree in Business Administration, Insurance, Finance, or related field
- Proven Track Record in Managing a Team of Agents: 5+ years of experience in managing a team of agents who handle VIP clients within the Property & Casualty Insurance industry.
- Carrier Collaboration Experience: 2+ years of experience collaborating with Property and Casualty insurance carriers.
- Strong Leadership Skills: Strong leadership acumen with the ability to inspire and motivate a team towards achieving organizational goals.
- Exceptional Interpersonal Skills: Exceptional interpersonal and communication skills, with the ability to build rapport and trust with VIP clients, stakeholders, and carriers.
- Data Analysis: Analytical mindset with proficiency in data analysis and reporting.
- Proven Track Record in Client Retention: Demonstrated success in developing and executing strategies that significantly enhance client retention rates within the P&C Insurance sector, supported by measurable results and client testimonials.
- Team Training and Development: Hands-on experience in training and developing high-performing teams, particularly in client management or service delivery roles, fostering a culture of excellence and continuous improvement.
- Innovative Client Engagement: Experience in leveraging innovative technologies or methodologies to enhance client engagement, streamline processes, and deliver personalized service solutions to VIP clients.
- Cross-Functional Collaboration: Proven ability to collaborate effectively with diverse cross-functional teams, influencing stakeholders at all levels of the organization to achieve collective goals and drive business growth.
- Comprehensive Health Insurance
- Company Paid Life and Disability Insurance
- 401(k) Plan with Company Matching
- Employee Stock Purchase Plan
- Generous Paid Time Off
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