Licensed Customer Service Lead, Agency Experience

Active Personal Lines or Property & Casualty Insurance license Minimum 5 years of experience in an Insurance Agency or Brokerage Minimum 2 years of experience in a Senior CSR, Team Lead, or Coordinator role preferred Extensive knowledge of multiple insurance carriers, including website navigation, appetite guides, and binding authority Strong understanding of Homeowners, Auto, Umbrella, and Flood policies Proficiency in Agency Management Systems (AMS), Comparative Rating Software, VoIP dashboards Proficiency in G-Suite, Slack, Zoom, and Kustomer Superior people skills with empathy and de-escalation abilities Strong problem-solving skills and ability to work independently Highly organized with the ability to manage personal workload and team monitoring Flexible and coachable with a love for learning new skills

Monitor agent adherence to schedules and SLAs Assign reshop requests and manage ticket/call volume Ensure understanding of agency workflows and procedures Assist with team schedules and administrative tasks Serve as SME for underwriting guidelines and carrier appetites Assist agents with carrier portal navigation and issue resolution Aid in onboarding and training of team members Handle Tier 2 escalations for complex customer issues De-escalate sensitive situations and work on retention strategies Identify trends in escalations and retention to inform training Conduct quality assurance checks on calls and processes Ensure compliance with company workflows and regulations Participate in special projects to improve operations